McKinley Equipment Corporation Customer Story

McKinley Equipment originally came to ServiceMax because they felt like they did not have all the information needed to take care of their customers. Technicians received handwritten work orders, which did not feature information on customers and their specific products. Techs would have to call into the office, where they would search for hours to find the helpful data.

Eventually, McKinley started using cloud-based and mobile field service software and analytics solutions with the help of ServiceMax. However, it didn’t stop there. Rusin wanted to create a smarter service strategy. He wanted to make sure McKinley was staying competitive. He recalls thinking, “What if we could use sensors and software–an Internet of Things (IoT) application– to detect inoperable or failing parts and schedule maintenance calls before customers even knew there was a problem?” Simply put, downtime is not an option for customers who rely on elevators or wheelchair lifts or for companies looking to provide unbeatable customer support.

After building a beta solution to achieve this new strategy, McKinley realised they were not fully equipped to create a full-scale roll out of the product. This is when they went to ServiceMax again.

McKinley Equipment and Elevator started with ServiceMax by implementing mobile for iPad, which they use to hold all part manuals, as well as take pictures and record video.

After realising the value of ServiceMax, McKinley Elevator decided to pursue ServiceMax’s capabilities even further.

McKinley Elevator developed a partnership with PTC. By integrating their field service portfolio into the PTC ThingWorx IoT platform, McKinley found the IoT-device support the company had been missing. This ability is now called Connected Field Service (CFS) and provides companies with more visibility into their installed base of equipment. The new alerts to potential safety and imminent equipment failures are the real game changers that Rusin visualised.

"We are changing the conversation with customers. For organisations, we are talking about data and how we give them insights into their operation. And for homeowners, our insights allow us to deliver a previously unreachable level of safety and service. The conversation is not about price. It is now about extending the life of assets and maximising up-time," explain Rusin.

Within the first year of implementing ServiceMax, McKinley Equipment increased their service revenue by 38%. Since then, their service revenue has grown well over 100%. Part of this increase is credited to McKinley’s ability to get customers up and running 24 hours quicker, as well as an improved cash flow of 7 days.

McKinley Elevator saw even more benefits after implementing CFS. This new visibility assists McKinley in predicting part failures and optimising stock in its warehouses and technician vehicles. CFS has improved their first-time fix to 90%, nearly 30% above the industry standard, and that’s solely because of ServiceMax, according to Rusin.

“Our varied customer bases share the common priorities of getting their equipment fixed fast and identifying safety issues early,” says Dave Carevich, McKinley Director of Business Development.

“We are changing the conversation with customers,” Rusin explains. “For organisations, we are talking about data and how we give them insights into their operation. And for homeowners, our insights allow us to deliver a previously unreachable level of safety and service. The conversation is not about price. It is now about extending the life of assets and maximising uptime.” Between their exception service, and inspiring conversations with customers, McKinley is paving the way in the elevator industry as a proactive service partner.