Al Salem Johnson Controls (ASJC) Customer Story

Before ServiceMax, ASJC relied on paper-based processes and lacked the necessary tools to dynamically plan schedules, measure KPIs, and view installed base data that would allow them to optimize technician utilization and efficiency.  

During the implementation of ServiceMax, it was critical for the ASJC project management team to find a way to quickly and easily integrate ServiceMax with their ERP system, Epicor iScala and call center application in SharePoint. 

To power the integration, ServiceMax recommended Jitterbit Harmony, a full-featured cloud integration platform that connects data, apps, and devices with low or no code. Using Jitterbit, ASJC was able to efficiently implement the integrations and improve field technician adoption by minimizing the amount of data the new system required them to provide. 

As the field service team became more efficient with powerful tools for planning, scheduling, tracking KPIs, and finding information about installed products, ASJC customers took note of the improved reach out times and immediate electronic service reports. 

“After implementing ServiceMax, several customers reached out to us to express their satisfaction with how the service team’s efficiency and communication had improved,” said Hakim Shrief, ServiceMax Project Manager at ASJC.

Using ServiceMax dashboards, Service Managers are now able to track technician response times to the customer, travel times to the job site, and the time it takes to complete jobs. By tracking utilization in ServiceMax, the team is able to respond quickly to cover staffing gaps and improve utilization.

“ServiceMax is now the default service application for service managers, planners, lead technicians, and assistant technicians. Our top management counts on our ServiceMax dashboards to improve the utilization, productivity, and efficiency of field service staff,” said Hakim Shrief, ServiceMax Project Manager at ASJC. 

Now, two years after implementing ServiceMax with the help of Jitterbit, Al Salem Johnson Controls has seen improvements across their top service metrics. Their mean time to complete is down by 5% across the team, they’ve achieved a 5% improvements in resolution time, and tracked a 10% overall improvements in technician utilization.