- THE MAGAZINE
- VERTICAL MARKETS
- PROCESS EXPO
In order to continue to improve efficiency and productivity of its technicians’ on-site time and enhance the customer service experience, Videojet Technologies (videojet.com) announces its partnership with ServiceMax (servicemax.com), a leading field service management solution. Videojet Technologies, a world-leading manufacturer of coding, marking and printing solutions, deployed the mobility solution to its team of over 200 North American service technicians.
“Quality service is a Videojet promise, so we strive to spend time with each customer, really understand their needs, troubleshoot the problem and help the customers understand how issues can be avoided in the future,” says Carl Chaplin, Videojet customer service engineer. “Before, I would spend lots of time creating a service report, inserting my notes and generating an invoice to complete a service call. Through our partnership with ServiceMax, the process is streamlined and simplified because information and job details are pushed right to my tablet. Now I can quickly close service calls and send the service reports directly to the customers so they understand what has been done. My customers appreciate this because it helps them operate more efficiently, reduces downtime and saves money.”
Higher Customer Satisfaction
With the ServiceMax solution in place, many Videojet service technicians have been able to reduce their time spent on administrative work by over 50%. With these savings, technicians can spend even more time helping customers and providing tailored service.
“The ServiceMax tool reduces the amount of administrative work that Videojet technicians are having to complete on a daily basis, thus allowing them to spend more time onsite to take care of the customers’ needs,” says Stephen Lortscher, project manager for Videojet
Videojet customers have noticed the new efficiencies gained due to the partnership and the implementation of the ServiceMax mobility solution. "The service report system from ServiceMax gives me complete visibility into what's happening with my printer and the work that was done by Videojet technicians," says Rob Baltrusis, production manager at Image Works Manufacturing, a maker of custom mouse pads, name plate, counter mats and point-of-sale products.
Lortscher added, “Partnering with ServiceMax and implementing its mobility solution furthers our commitment to providing the highest quality service to our customers. It was an essential step for us to find a more efficient process that would benefit our customers.”