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Témoignage du client : Nilfisk

Furthering Field Service Efficiency for the Benefit of Their Customers

CORPORATE OVERVIEW

Nilfisk-Logo

Every day, people throughout the world need clean environments, and as global populations continue to grow, and living standards improve, the demand for cleaning and a better quality of life increases. This is where Nilfisk comes in. Nilfisk is one of the world’s largest manufacturers of professional industrial cleaning machines. For over 100 years, the company has worked on an extensive range of premium cleaning products and a trusted aftermarket offering to the professional market. Some of their main product lines include floorcare equipment and a wide range of domestic vacuum cleaner. In order to keep with their mission of improving the quality of life worldwide, Nilfisk harvests the benefits of smart technology, including ServiceMax.

CUSTOMER QUICK FACTS

Company:
Nilfisk

Industry:
Machinery

Size:
5,001 – 10,000 employees

Headquarters:
Brøndby, Greater Copenhagen

Website:
http://www.nilfisk.com

“The feedback from our customers has been very positive, especially from our global customers, because they can now compare how we’re living up to service level agreements.”

Pernille Wichmann Christensen
Vice President, EMEA Service

Customer Video 2: Nilfisk

Challenge

Across the global service business, Nilfisk deploys around 600 technicians who do everything from workshop repairs to maintenance in the field. “We also work indirectly with dealers, so there’s an additional 500 service technicians that operate under our equipment as well,” shared Christensen.

During any given year, these technicians do more than half a million service and repair visits across 45 countries. Prior to selecting ServiceMax, Nilfisk was using a variety of excel based operations, including pen and paper, to handle their service business.

In order to achieve their goal of zero unplanned downtime for their customers, Nilfisk felt like they needed a technology that would allow their service team to work in a unified way. With one operating system, there would be the same quality of care for their customers, regardless of their location.

Solution

In order to deliver flawless service, Nilfisk wanted their service technicians using mobile, digital tools as cutting edge as the machines they work on. After evaluating a variety of tools, they selected ServiceMax as their end to end, cloud based, mobile platform.

Today, Nilfisk technicians use ServiceMax to review service contract data, access detailed asset data, view service history, look up troubleshoot documents, and order replacement parts immediately. The tool is also used to keep customers in the loop, and sends an automatic email anytime a status is updated on a case.

CST: Nilfisk Ride Along Denmark

Results

“ServiceMax is a huge advantage to us because we can globalize operations and operate in one unified way,” explained Christensen. Not only is it improving their processes, but improving employee satisfaction. There’s been very positive feedback regarding the iPads – the technicians are excited to digitalize their work day.

While they are nowhere near the end of their journey, Nilfisk is already seeing increased productivity and reliability from ServiceMax. “At this stage of the implementation, it’s clear ServiceMax is helping us create further field service efficiency for the benefit of our customers.”