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Wood Dale, Ill. ― April 11, 2014 — In order to continue to improve efficiency and productivity of its technicians’ on-site time and enhance the customer service experience, Videojet Technologies today announced its partnership with ServiceMax, 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,” said 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 percent. 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,” said 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," said 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.”
To learn more about Videojet service and support, please visit http://www.videojet.com/us/homepage/service-and-support.html
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There are more than 5 million field service technicians in the United States alone, yet today there's no standard technology for managing the way companies of all types and stripes empower them to truly delight their customers in the field. ServiceMax is rethinking field service and delivering on the promise of cloud and mobile software, powering a new era of field service experiences for their customers' customers. The impact of ServiceMax is simple: lower costs, greater efficiency, happier customers; all while increasing revenue. ServiceMax has helped customers on average increase productivity by 31%, service revenue by 14% and customer satisfaction by 16%. ServiceMax customers include large enterprises such as Electrolux, Coca-Cola Enterprises and Elekta, and smaller businesses like McKinley Equipment and Kinetico. Based in Pleasanton, California, they are a company of innovators, thinkers and doers who care passionately about changing the world of field service. To learn more, please visit www.servicemax.com.
Videojet Technologies is a world-leader in the product identification market, providing in-line printing, coding, and marking products, application specific fluids, and product life cycle services. Our goal is to partner with our customers in the consumer packaged goods, pharmaceutical, and industrial goods industries to improve their productivity, to protect and grow their brands, and to stay ahead of industry trends and regulations. With our customer application experts and technology leadership in continuous inkjet (CIJ), thermal inkjet (TIJ), laser marking, thermal transfer overprinting (TTO), case coding and labeling, and wide array printing, Videojet has more than 325,000 printers installed worldwide. Our customers rely on Videojet products to print on over ten billion products daily. Customer sales, application, service, and training support is provided by direct operations with over 3,000 team member in 26 countries worldwide. In addition, Videojet’s distribution network includes more than 400 distributors and OEMs, serving 135 countries.
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