by Brianna Crandall — July 20, 2015—ServiceMax, the field service management solution for a new era of business, announced two new major agreements for the use of its cloud-based platform in recent weeks.
Sony Europe Limited’s Professional Solutions Europe division (Sony PSE)
Sony Europe Limited’s Professional Solutions Europe division (Sony PSE) has selected ServiceMax as its field service management platform for 24 countries across Europe. ServiceMax is expected to enable Sony PSE to bring business benefits of more than 1 million to Sony and its customers through early detection of potential hot spots in product service requirements, increasing speed of resolution, and streamlining its end-to-end service processes. The cloud-based ServiceMax platform also supports the company’s Managed Services model, and Sony’s stated business strategy of increasing recurring revenues.
Sony PSE is a leading supplier of AV/IT solutions to businesses across a wide variety of sectors including media and broadcast, video security, healthcare, retail, transport and large venue markets. It delivers products, systems and applications to enable the creation, manipulation and distribution of digital audio-visual content that add value to businesses and their customers.
With over 100 service engineers and professionals handling more than 50,000 service jobs per annum through a mixture of remote service delivery and field service visits, Sony PSE supports more than 6,200 different products over multi-year service commitments. The seamless integration of ServiceMax with the Salesforce customer success platform enables technicians to have a 360 degree end-to-end view of customer relationships, including insight into products, contract management, past history, as well as the ability to streamline customer interaction and standardize processes.
“Many of our customers are increasingly seeking managed service contracts from us, which places greater demands on service delivery,” said John Cooper, general manager, Service and Support, Sony Professional Solutions Europe. “This, coupled with the pace of Sony’s product innovation, requires both service agility and visibility across the breadth of our product range. By adopting ServiceMax as our dedicated platform for field service management, we are able to achieve significant cost reductions, and greater insight from meaningful data. The improvement in visibility, analytics, and speed of resolution not only improves our overall customer experience, but also supports our longer term strategy of recurring revenue creation.”
Astadia is leading the implementation with support from ServiceMax. The first phase of the project went live in May 2015 onto laptops, with deployment onto mobile devices planned over the coming months. Sony Professional Solutions Latin America is also planning to deploy ServiceMax, and the company is currently reviewing potential for further global implementation.
Nilfisk
Nilfisk, one of the world’s leading manufacturers of professional cleaning equipment, also recently selected ServiceMax as its global field service platform of choice. ServiceMax will enable Nilfisk to capture and access data in the field more accurately, reduce operating costs, and drive greater revenue opportunities by aligning service and sales for upsell and competitive advantage.
The three-year contract supports Nilfisk’s service operations worldwide, including its 650 field technicians that conduct more than 350,000 service visits a year globally. ServiceMax’s cloud-based applications mean Nilfisk technicians have secure access to customer information 24/7/365 on any device from anywhere.
The seamless integration of ServiceMax with Salesforce CRM provides a 360 degree end-to-end view of their customer relationships, including insight into products, contract management, past history, scheduled maintenance, parts and machines that the customers own, as well as the ability to streamline customer interaction and standardize processes. This improves the overall customer experience through better insights, enhanced fleet management capabilities, and faster response times.
“The global service landscape is quite fragmented in our sector, which can make competing on a worldwide basis challenging,” said Michael Mortensen, general manager, Global Commercial and Service Excellence at Nilfisk. “ServiceMax gives us a standardized system for implementing new service offerings, benchmarking, and reporting on KPIs, as well as tight supply chain integration. This means we can increase first time fix rates, remote assistance and provide a data-driven, real-time product quality feedback loop. The ability to reduce costs, increase technician productivity, and streamline van stock management and inventory with back office processes, delivers consistency across our global reach and sharpens our competitive edge.”
Deloitte is leading the implementation with global support from ServiceMax. The project will be deployed in the U.K. first in Q4 2015, with wider rollout in the USA and larger EMEA (Europe-Middle East-Africa) markets in 2016.
