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Témoignage du client : Marel

Finding the Center of Their Global Service Transformation

CORPORATE OVERVIEW

marel

Marel is the leading global provider of advanced equipment, systems and services to the poultry, fish, meat, and further processing industries. Marel's state-of-the-art equipment and systems help food processors of all sizes, in all markets, to operate at peak productivity. With around 5,000 employees worldwide, offices and subsidiaries in some 30 countries, and a network of more than 100 agents and distributors, Marel is in a unique position to serve its customers wherever they may be located. Marel's brands – Marel, Stork Poultry Processing and Townsend Further Processing – are among the most respected in the industry. In 2015, ServiceMax and Marel teamed up to focus on unifying the brands and establishing one global standard for service.

CUSTOMER QUICK FACTS

Company:
Marel

Industry:
Machinery

Size:
5,001-10,000 employees

Headquarters:
Gardabaer, Iceland

Website:
https://marel.com/corporate

“With ServiceMax at the hub of our global service transformation, we will also be able to launch new service offerings in line with our customer needs and expectations with better market penetration.”

Trausti Arnason
Global Service Director

Testimonial - Trausti Edit 04 (longer ver)

Challenge

Marel’s main focus was getting more out of what they already had. Great technicians and service were already a part of their organization, but after many acquisitions they wanted to standardize their field service process worldwide. This would help monetize their global service operations. “Customers were sometimes confused on who to call or what they could expect, so this would be a key element in our organization change,” explained Arnason.

Ultimately, Marel wanted to provide the best possible service for their customers. “We work in a very demanding business, food processors basically run 24/7. They cannot not stop, so we need to be there for our customers when they need us.”

Solution

Marel decided to implement ServiceMax Mobile for iPad for more than 750 technicians and service personnel. “ServiceMax was an obvious choice,” Arnason explained. After seamlessly integrating with their Saleforce CRM, Marel was on their way towards having a complete installed base overview so they could “be able to service the customer better, sharpen their market approach, and get ready for IoT.”

Results

“Everyone is taking the change with a positive mind,” Arnason shared, “We are providing the tools to make the workday a little more valuable and fun so we can all provide better service.” Besides having good employee adoption, there has been an increase in communications across teams, like between service and sales. ServiceMax easily allows the field data to travel across the office quickly, and the results are evident due to their improved service delivery and sustainable growth. Overall, response times have decreased, on-time performance is better, and productivity has improved in the field. (Marel Annual Report 2017)

“Service and maintenance remains the backbone of the business, delivering 40% of revenues in good and bad times. We see the service and spare part business as a clear growth opportunity and a value driver for both customers and shareholders,” CEO Arni Oddur Thordarson explained. With ServiceMax, Marel is equipping their employees with the best solution in order to unify their brands, establish one global standard, and keep their customers up and running 24/7.

Check Out Their Press Release