GE Power Customer Story

Long term staffing is extremely vital to GE Power Services. In Europe, the teams had been using a variety of systems in silos. They wanted to move to a centralized system.

The team needed to share resources at a European level, provide their dispatchers and management with visibility on all resources available in the region, not just the ones available locally. They needed more visibility into utilization to enable teams to improve performance.

GE Power Services wanted to move away from manual scheduling and dispatch in order to optimize resource utilization. The business knew a centralized system could create greater efficiencies in planning their technicians’ work, improve their effectiveness on the job, and create a powerful, global view. 

After the Alstom integration, GE Power Services - Europe completed transition to ServiceMax in only 4 months, a very short time to combine teams, retire the older tools, and successfully integrate with the capabilities of the new tool, while bringing 3000 people into the same ServiceMax system.

The platform made the teams more structured and thus enabled management to implement a unique, global solution which truly answers their needs.

They saw changes at an operational level; in the daily management of work orders. To dispatch to the sites, they use a user-friendly Dispatch Console with one unified screen including both the requests for resources and all available resources.

GE Power Service Europe saw great improvements in the ability to dispatch across the region. They increased the rate of international dispatch, where they deployed skilled technicans from one country, to another, by 2 and a half times. This powerful new capability was also supported by the easy extraction of data. Today, the team can quickly access utilization rates, request rates, and enable adaptation of team structures, allowing them to have a full and complete vision of our activities at a European and Global level.

After two years of using the platform, they saw that, at a European level, the utilization rate has increased by 5%. This is the equivalent to gaining €6 Million per year.