Kodak Alaris Customer Story

After spinning out as their own company in 2013, Kodak Alaris found themselves with disparate systems and processes in each of their regions.

“IT managed about 150 different interfaces, and each region had individual processes and different data. When we had global meetings, it was impossible to get to one version of the truth. It was very important to find a solution for global data,” explained Jeffrey Moore, Service Operations Manager at Kodak Alaris.

Going into the vendor search, finding one global, cloudbased, integrated system that would allow them to standardize global processes was an important priority. On top of that, the team needed a solution that could satisfy 80% or more of their requirements out of the box and a vendor who could act as a long-term growth partner.

“We wanted a partner that we felt was as invested in our success as we were, and we wanted a flexible solution that would give us a path for growth in the future because the business is constantly changing and you can’t always see what’s coming,” noted Moore.

After evaluating various field service management platforms, Kodak Alaris chose ServiceMax as the vendor who could best meet all of their requirements. “We found ServiceMax to be very flexible, willing to listen and learn our business, and eager to help us with industry-standard practices,” said Chuck Davies, Service System Integrator at Kodak Alaris.

With a new global system chosen, IT was relieved from having to maintain 150 different interfaces. “Managing that was very expensive and complex. If we had a problem to investigate, we’d have to get 20 people together to try and walk through the systems. In addition, the availability and timeliness of the data wasn’t there. In our legacy systems if we asked our contract team to add an installed product on a service contract it took two days before the call center would know about it,” said Davies.

After rolling out ServiceMax, the IT team at Kodak Alaris was able to cut those 150 interfaces down to just nine. “This was a massive simplification and that allowed us to minimize costs and say goodbye to our tangled mess of data. Now when data is updated, our call center team knows immediately. All of the data is visible in real time in ServiceMax no matter where you are in the world—it’s a huge improvement,” explained Davies.

With product champions and executive support established in each region, Kodak Alaris was able to deploy ServiceMax across 26 countries in just nine months. “Our Kodak Alaris / ServiceMax team deployed in the U.S. first and then rolled out to the rest of the countries in nine months. It was very impressive. We weren’t used to doing such a large deployment so quickly,” said Davies.

Since rolling out ServiceMax, Kodak Alaris has seen phenomenal adoption of the platform in each region and now has the data visibility that had always been missing. “ServiceMax has provided real time access to our global data for all service workstreams. We were able to standardize on global processes, gain efficiencies in contract admin functions, service case assignment, and our overall reporting capabilities,” explained Moore. 

Another improvement the team has been able to achieve with ServiceMax is boosting their first call completion rate —also known as a first-time fix rate—to best in class levels. “Our goal now is to maintain our first call completion rates while we experience legacy turnover of our current workforce, and ServiceMax has allowed us to do that,” said Moore.

While Kodak Alaris manages legacy workforce turnover, they have mitigation policies in place to maintain world class service delivery for their customers. “We have enhanced ServiceMax so that when service calls are placed, there is logic built in that looks at the product, the problem class, and the subclass, which is assigned by our remote team. Then there’s logic that will search our knowledge base for articles that are pertinent to those items and deliver those knowledge articles to the technician,” explained Moore.

Between ServiceMax’s technology and an excellent team of Contract Administrators, Kodak Alaris has increased their renewal rate to over 80%. “The Contract Admin team has gone above and beyond, and we are all very excited about the results” added Moore.

With new service efficiencies, real-time data visibility, multiple paths for future growth, and a dedicated, hardworking team, Kodak Alaris is excited for what the future will bring. To learn more about their journey, check out the full case study below.