When evaluating various field service options, Mindray searched for a solution that would fit their business model requirements. This included a system that could handle supporting warranties, service contracts, billable service, and a variety of other accommodations. ServiceMax fit this model perfectly, and Mindray was live within four months.
Technicians are now logging all information in ServiceMax, including customer, product, and inventory details. They’re also using the tool to manage work orders, contracts, parts ordered, and scheduling.
One of the key components of their solution is the reports and dashboards feature. “With ServiceMax, we run the reports, create a dashboard, create a view, and the information is on your screen within a minute,” shares Casini. Reports they are constantly monitoring include customer account history, activity of individual service rep, parts usage and inventory, service contract information, serial number and equipment history.