Eastman Kodak logo

Eastman Kodak is a leading global manufacturer focused on commercial print and advanced materials & chemicals and currently in the middle of a digital transformation. With headquarters located in Rochester, NY. The entire organization is using technology across various departments to drive efficiency, boost productivity, and deliver a next-level customer experience, especially to enhance the customer service provided by its printing services.


Eastman Kodak

Manufacturing – Printing, Materials, Chemicals

5,000 employees

Rochester, NY


What ServiceMax is doing with Asset 360, and the connection to Salesforce was ultimately crucial in the decision we made.

Todd Bigger
VP of Service


Despite Kodak supporting markets and customers worldwide, they have dealt with significant business changes, product segmentation and legacy that have created fragmented processes and data sources. This was made all the clearer during the COVID-19 pandemic, which made customer connectivity and on-site access difficult, constrained, and unreliable. Their mission is to bring data and action together to simplify processes, accelerate decision-making, and ultimately improve the experience for Kodak’s customers.


Kodak needed a system that provides actionable asset data to improve daily decision-making and to outline key areas of concern when it came to their asset-centric service delivery ecosystem. This involved the provision of more proactive maintenance to customers at a much more efficient cost structure that would allow for a continued improvement to the customer experience. ServiceMax’s Asset 360 for Salesforce ticked just the right boxes.


Kodak’s goal is to further engage remote support and increase remote resolution from 35 percent to 65 percent. In this mission, Asset 360’s asset-centric capabilities that highlight asset events, hierarchies, and entitlements will be vital in ensuring that remote service engineers have the right context to support their resolutions.

“Salesforce is our center of customer information and engagement. It’s ingrained in nearly everything we do. Salesforce has been instrumental in helping us uncover insights and problem areas and what we need to do to fix them. ServiceMax and their partnership with Salesforce helps us to accelerate that adoption.”

Todd Bigger
VP of Service