Streamlined Invoicing and Well-Informed Technicians Improve Customer Service
Customer Company Size
Mid-size Company
Region
- Europe
Country
- United Kingdom
Product
- ServiceMax Platform
- ServiceMax Mobile for iPad
Tech Stack
- Salesforce
- SAP
- Jitterbit
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Cost Savings
- Customer Satisfaction
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Functional Applications - Remote Monitoring & Control Systems
Applicable Functions
- Maintenance
- Logistics & Transportation
Use Cases
- Predictive Maintenance
- Remote Asset Management
Services
- System Integration
About The Customer
SPP Pumps Limited is a global manufacturer and service provider of pump systems. They have pumps installed on all continents that help distribute water, oil and sewage. Therefore, service is a big part of SPP Pump’s business. Business as usual for SPP Pumps meant service teams were bogged down with paperwork and sales had limited visibility into the customer and inventory. As SPP Pumps continued to grow, they knew their paper processes were not scalable to support revenue growth. SPP Pumps offers planned maintenance, remedial and emergency break/fix services to their customers through a network of highly trained engineers who can upgrade, enhance or completely overhaul the company’s pumps and any other pumps customers have installed.
The Challenge
SPP Pumps had a completely manual processes to manage and schedule more than 60 field service calls a day for their 30+ field engineers. The invoice generation process took up to 14 days to complete, typically. It involved paper forms; signed and then faxed back to the office. Administrative staff had to manually enter work order information into SAP before an invoice could be generated and sent to the customer for payment. There was no guarantee that what was faxed and entered was accurate or complete.
The Solution
To optimize their IT investments and to improve their service cash flow, they integrated ServiceMax with their back office SAP ERP system. Now with ServiceMax, SPP Pumps streamlines their scheduling and work order management processes. They use Jitterbit to connect their SAP order management, accounts and service orders records to ServiceMax. They were able to connect the two systems within days and finish the process on integration within a few weeks.
Operational Impact
Quantitative Benefit
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