Kinetico Customer Story

CORPORATE OVERVIEW

Kinetico Advanced Water Systems is known as one of the most reliable providers of high quality water treatments solutions and services. Kinetico’s non-electric technology helps people all over the world solve their water problems and improve their water for both general use and consumption. Their residential products include water softeners, drinking water systems, and specialty treatment systems. Kinetico also provides water treatment and services for HVAC, dialysis, educational institutions, food services, and assisted living and day care. Today, there are over 50,000 customers enjoying Kinetico water.

CUSTOMER QUICK FACTS

Company:
Kinetico Incorporated

Industry:
Consumer Goods

Size:
500-600 employees

Headquarters:
Newbury, Ohio

Website:
https://www.kinetico.com/

“The best use of the IT department’s time is developing ideas for business solutions and not programming complex IT systems. ServiceMax is a comprehensive system that causes very minimal disruption to our IT department, allowing us to focus on the business processes and implementation of strategic business systems.”

Ned Sherry
Director of IT

Challenge

In order to schedule and track their technicians, Kinetico used spreadsheets, to communicate schedule updates, or new assignments, they used email. As Kinetico continued to grow, their system could not provide insight into service performance, and was causing the company to miss SLA deadlines and to adversely affect their customers.

Solution

After looking at various field service solutions, Kinetico decided on ServiceMax because they knew that their team could reach their field service goals thanks to its breadth of functionality. ServiceMax’s strength in work order management, scheduling automation, escalation, and reporting and metric tracking capabilities are a few areas Kinetico consistently utilize.

Results

Due to the product’s cloud-based system, ServiceMax was integrated into Kinetico’s processes in less than six weeks. It was a seamless transition. Now, the cloud allows Kinetico to implement business process changes in hours instead of weeks, saving them a ton of time.

Kinetico is also saving time by cutting their work order resolution time in half. Now, technicians are automatically notified of a case opened in their area, and can easily debrief with a work order.

With a more efficient process set in place, there has been a decrease in the number of missed SLAs, improving customer satisfaction across all 50,000 of Kinetico’s customers!

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