Prior to ServiceMax, it took Westmor weeks to get work orders and paperwork back into the office. This manual process was not only time consuming, but error prone as well. As information was passed along through pen and paper, phone calls, or faxes, details were easily missed or interpreted incorrectly.
“An employee would answer the phone and write down the customer problem. As you know people can only right so fast, so a lot of times they could not keep up with the information. You could see that from the time the customer called in to the time the info got to the service technician, a lot of facts got lost in the shuffle,” explained Mark.
As Westmor continued to grow, they knew their manual processes were not scalable to support revenue growth.