Rock, meet hard place. In a service organization, it can often feel like that. More service calls means revenue growth but keeping up requires technological investments and those aren’t doled out without proof of said revenue growth.
Tyco Integrated Security, a division of a $10 billion business that makes security solutions like cameras, fingerprint scanners and RFID tags for theft and loss prevention, wanted a better way to keep up with global demand for its solutions – naturally, more devices in the field means more opportunity to effectively scale service operations and generate revenue.
The company needed a modern field service management system to continue growing its customer base, decrease truck rolls and increase visibility into what was going on in the organization to quickly report on KPIs.
“Service is crucial to our overall business,” said Cathy Klein, Director of Operations at Tyco Integrated Security. “If we can’t service and install our products – we can’t do business.”
“Service is crucial to our overall business. If we can’t service and install our products – we can’t do business.”
In implementing ServiceMax, TycoIS built a system with more visibility not only for customer account details (such as warranties and service history) but also what products are available in a technician’s truck. That alone has led to a 3 percent boost in an already high first-time fix rate.