Tyco began looking for a system where technicians could debrief work orders and keep details up to date all on a mobile platform. ServiceMax had exactly that. The next step was to migrate 3.5 million records, including contracts, warranties, and accounts, to ServiceMax, which was not easy due to the legacy system’s extreme customization.
“Implementation and the ability of our Tyco Integrated Security team to adapt to ServiceMax went a lot smoother than I expected. We were on our old system for 25 years...people don’t like change. The ease of transition has been great,” explained Cattron.
After a successful transition, ServiceMax was supporting Tyco’s call center, account services, contracts, warranty, billing, revenue recognition, parts inventory, customer install base, field service, installation and dispatch of technicians.