“We’re a unified team actually sharing data and we’ve turned our service team into a revenue generator – increasing service revenues by 10%.”
— Gary Yantsos, IT Director, Topcon Medical Systems
If you knew that there was one person in your company that saw your customers everyday, face-to-face, at the customer site, often at a time when the customer is unhappy, would you invest a little more in that person’s success? Well, that person is real: the field service technician. Technicians are in homes, offices, hospitals and work-sites fixing millions of machines everyday, yet often don’t have the tools and data they need to get the job done right and delight customers.
That’s where ServiceMax comes in. Built 100% on the Salesforce1 platform, ServiceMax is the leading field service management solution for a new era of mobile business. ServiceMax runs in the cloud on any mobile device and connects field technicians, companies and customers to provide a simple, yet powerful way to help customers of all sizes perfect service delivery, drive revenue and growth, and delight customers.
See how our customers have used ServiceMax to deliver flawless field service.
Topcon Medical Systems
Topcon Medical Systems is a leading developer and supplier of diagnostic equipment for the ophthalmic industry. Prior to ServiceMax, Topcon had difficulty keeping track of detailed information about the equipment they sold and serviced. Manual and duplicate data entry had service managers and technicians struggling under mountains of paper. Now, if there is a problem with a product, Topcon instantly can check entitlement and service contract status and provide an estimate for the repairs. ServiceMax helps the company manage a seamless service process which covers everything from the customer’s first call all the way through repair, replacement and parts orders. With ServiceMax Mobile for iPad, technicians are able to review all product details including parts, inventory, and cost and generate an estimate on the iPad while on site. The customers can sign a quote and then receive a copy in real time. With ServiceMax, Topcon has improved productivity by 30% and increased service revenue by 10%.
LitePoint
LitePoint designs and develops testing equipment for the many different antennas in mobile phones. The company used to run services with complex databases, spreadsheets, and a whole lot of paper. With the rapid growth of smartphones, a big challenge for the company was how to scale repair operations while continuing to provide a high level of service to customers. Another challenge brought about by manual processes, was that LitePoint had lots of data, but no meaningful way to surface or act on it. This lack of visibility made it hard to prioritize the areas of the business in need of improvement. Now, tighter oversight over key metrics like repairs per service engineer are easy to surface. Awareness by engineers using ServiceMax Mobile for iPad features, like SLA clocks that measure the time left to repair a device, has helped decrease the average time to repair by 40%. New service revenue has soared to over 500% with the introduction of more standardized fixed price repairs as well as new service offerings, like extended warranties, refurbishing, and rentals. 