Eastman Kodak Customer Story

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.