ServiceMax has announced that innovative food processing equipment manufacturer Marlen International has decided to implement the ServiceMax suite as part of its new approach field service management.

Marlen is a designer and builder of food processing equipment for a variety of products including meat, poultry, fish, vegetables, fruit, bakery, confectioneries, snacks, and dairy goods.

Marlen uses machines that are smart, efficient, and leading-edge; however by employing the ServiceMax suit, they will become more innovative.

Implementation of the ServiceMax Suit provides Marlen with a single place to view each customer's completes history which can be accessed even outside the office, keeping technicians well informed wherever they are.

 All their paper work is simplified so that field service technicians can quickly complete pre-configured work order forms on the road. With the new revamped process guarantees they were able to ask the right questions and get all the information they needed to help each customer.

In addition they were able to use new insights and centralized information to implement a courtesy customer care program to anticipate customer needs.

The ServiceMax is a suite of cloud-based tools that help companies re-invent their approach to post-sales field service and re-imagine customer relationships.

Using the suite solution Marlen were able to reduce equipment downtime and increased output, which makes for more efficient, profitable and happier Marlen customers.

The program provides cost savings for each customer as service call for equipment repairs requires a Marlen technician to fly from headquarters in Kansas City to a customer's manufacturing centre. Reducing these visits will save approximately $5,000 per customer per year.

Regular serviced calls or service equipment tune-ups mean increased product output. However if a tune-up provides even a relative increase in output of one additional pound of product per minute, the customer will see thousands in additional earnings in a single 18-hour day for a single machine.

For a customer downtime event can mean a loss of as much as 20,000 pounds per hour. The courtesy service calls tune equipment to prevent those downtime events, saving customers potential lost revenue.

Brad Willsey, director of service at Marlen International said that they implemented ServiceMax in February 2010 and since then their customer interactions had become more efficient because everyone had a single place to view all customer data. He added that this had revolutionized the way they worked with a huge impact on customer relationships.

Dave Yarnold, CEO of ServiceMax explained that they had re-figured field service to help companies collaborate with shared customer and product information across all their locations thereby enhancing their customer service.