ServiceMax from GE Digital

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Press Release

Xeikon Deploys ServiceMax For Global Field Service Efficiency and Improved Performance

Leading Field Service Management Platform Drives 10% Productivity Increase, Streamlines Processes While Expediting and Improving Customer Service


London, UK – 28 September 2015 -- ServiceMax, the field service management solution for a new era of business, today announced that Xeikon, an innovator in digital colour printing technology, has selected ServiceMax as its field service management platform, delivering global support for its complete installed base. ServiceMax is expected to drive business efficiency gains and increase global field service productivity by ten per cent, and will streamline previously labour intensive administrative tasks, eliminating offline paper-based reporting, as well as challenges associated with lack of real-time connectivity.

Xeikon designs, develops and delivers web-fed digital colour presses. With almost 100 field service engineers responding to more than 12,000 service calls per annum, more than seventy per cent of its directly served customers choose the company’s service contract - which includes an eight hour response time, remote support, as well as preventative maintenance. ServiceMax is enabling Xeikon’s field service engineers to reduce time spent on administrative tasks - from four hours per engineer per week, down to just an hour per engineer, per week. This enables technicians to focus much more on customer service activities.  

“We needed a scalable solution that our engineers fully accepted in the field, capable of managing data capture, while giving us transparency and visibility into customer needs, service history, and contract management,” said Frederik Vervenne, Vice President Service, Xeikon. “Before ServiceMax, engineers had to write paper reports offline and update the system in the evenings, resulting in frustration and time inefficiency, as well as the potential for manual error or incomplete reporting. Using ServiceMax, the information we now capture gives us a 360 degree picture of the customer, insight into service cost areas, sources of revenue, as well as analytics into where and how to improve. This information simply wasn’t available to us before and is invaluable to us as a business.”

Xeikon, Noventum and ServiceMax joined forces to bring the first phase of the project live onto laptops and iPads in August 2015. The second phase is due to be completed in the 4th quarter this year. Xeikon has currently integrated ServiceMax with SAP ERP. Moving forward, the company also plans to integrate with Salesforce™, as well as integrating ServiceMax with the company’s internal remote monitoring system. This will provide a robust and high-performance IT infrastructure, increased performance maintenance, as well as preventative and proactive fault intervention.

“As a ServiceMax partner, we are focused on helping customers successfully achieve their business goals,” said Hilbrand Rustema, Managing Director, Noventum. “Working closely with ServiceMax, we empower rapidly growing organisations, such as Xeikon, to improve their field service productivity, communication and processes, and ultimately add to their bottom line performance.”

About ServiceMax

ServiceMax leads the massive and global industry of field service management software – a market with $18 billion in market potential. The company continues to reimagine and create solutions for the 20 million people globally who install, maintain, and repair machines across dozens of industries as the only provider of complete end-to end mobile and cloud-based technology for the sector. ServiceMax goes to every length — from joining technicians on service calls to publishing the industry’s leading online publication — to help customers discover untapped innovation, unleash new revenue streams, drive efficiency, and most importantly delight their end-customer. http://www.servicemax.com

 About Xeikon

Xeikon is an innovator in digital printing technology. The company designs, develops and delivers web-fed digital color presses for labels and packaging applications, document printing, as well as commercial printing. These presses utilize LED-array-based dry toner electrophotography, open workflow software and application-specific toners.

As an OEM supplier, Xeikon designs and produces plate makers for newspaper offset printing applications. Xeikon also manufactures basysPrint computer-to-plate (CtP) solutions for the commercial printing market. These proven CtP systems combine the latest exposure techniques with cost-efficient UV plate technology, high imaging quality and flexibility.

 For the flexographic market, Xeikon offers digital platemaking systems under the ThermoFlexX brand name. ThermoFlexX systems provide high-resolution plate exposure including screening, color management, as well as workflow management. 

All the Xeikon solutions are designed with the overarching principles of profitability, quality, flexibility and sustainability in mind. With these guiding principles and a deep, intimate knowledge of its customers, Xeikon continues to be one of the industry's leading innovators of products and solutions. www.xeikon.com