Xeikon designs, develops and delivers web-fed digital colour presses. With almost 100 field service engineers responding to more than 12,000 service calls per annum, more than seventy per cent of its directly served customers choose the company’s service contract - which includes an eight hour response time, remote support, as well as preventative maintenance. ServiceMax is enabling Xeikon’s field service engineers to reduce time spent on administrative tasks - from four hours per engineer per week, down to just an hour per engineer, per week. This enables technicians to focus much more on customer service activities.
“We needed a scalable solution that our engineers fully accepted in the field, capable of managing data capture, while giving us transparency and visibility into customer needs, service history, and contract management,” said Frederik Vervenne, Vice President Service, Xeikon. “Before ServiceMax, engineers had to write paper reports offline and update the system in the evenings, resulting in frustration and time inefficiency, as well as the potential for manual error or incomplete reporting. Using ServiceMax, the information we now capture gives us a 360 degree picture of the customer, insight into service cost areas, sources of revenue, as well as analytics into where and how to improve. This information simply wasn’t available to us before and is invaluable to us as a business.”
Xeikon, Noventum and ServiceMax joined forces to bring the first phase of the project live onto laptops and iPads in August 2015. The second phase is due to be completed in the 4th quarter this year. Xeikon has currently integrated ServiceMax with SAP ERP. Moving forward, the company also plans to integrate with Salesforce™, as well as integrating ServiceMax with the company’s internal remote monitoring system. This will provide a robust and high-performance IT infrastructure, increased performance maintenance, as well as preventative and proactive fault intervention.
“As a ServiceMax partner, we are focused on helping customers successfully achieve their business goals,” said Hilbrand Rustema, Managing Director, Noventum. “Working closely with ServiceMax, we empower rapidly growing organisations, such as Xeikon, to improve their field service productivity, communication and processes, and ultimately add to their bottom line performance.”
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