Mechdyne Case Study

CASE STUDY | MECHDYNE
CASE STUDY
The Rapid Evolution of
Service at Mechdyne
CUSTOMER QUICK FACTS
INDUSTRY:
AV/IT Technical Solutions &
Managed Services
Some of the world’s most influential companies, universities, and government
agencies rely on Mechdyne to keep their AV and IT working. In the competitive
market of technical services, delivering exceptional customer service differentiates
Mechdyne from competitors. When their technical services team recently experienced
unprecedented growth, Mechdyne knew it was time to upgrade their own technology.
“We wanted to make sure that we had the right technology to maintain—and
improve—the quality of our service,” said Matthew McKaig, Mechdyne’s global
services manager. “We selected ServiceMax because it’s built on the proven
Salesforce.com platform. Most importantly, the software fit both our managed
services and field service processes. We didn’t have to change the way we run the
organization.”
SIZE:
100+ employees / 40+ service
The pivotal moment for Mechdyne came when:
•
Rapid growth in managed services exposed Mechdyne to more competition
HEADQUARTERS:
Marshalltown, IA
•
Customers expected detailed key performance metric reporting and real time
dashboards
WEBSITE:
http://www.mechdyne.com
• The expectation for exceptional customer service shifted from response time in
days to hours
Applying technology at Mechdyne led to:
•
SERVICEMAX SOLUTIONS
• Work Order Management
•Installed Base Management
& Entitlements
• Service Parts
• ServiceMax Customer
Communities
• MaxCare Standard Support
ServiceMax’s Customer Communities allow customers and service engineers
to access all service-critical information, providing a perfect platform for
Mechdyne’s new online service database
• Real-time business intelligence via ServiceMax reports and dashboards provide
key performance indicators that enable the service business to improve
profitability and competitiveness
The road to success at Mechdyne is delivering:
A sharp increase in technical services customer satisfaction
Improved service response times
70 percent of issues resolved during the first service call
CASE STUDY | MECHDYNE
CHALLENGE
SOLUTION
As a sought after technology partner, Mechdyne develops
innovative solutions that enable discovery and improve
workflows, positively impacting their customers’ financial
performance. Specializing in AV/IT technology, software
development, user experiences, and technical support services,
Mechdyne solves a wide range of challenges for companies
around the world:
Upon discovering ServiceMax, Mechdyne seized the opportunity
to improve their customer relationship. “ServiceMax enabled us
to fundamentally change how we manage customer information,”
said McKaig. “With the old system, customers would call in with
service requests. We would have to ask clarifying questions about
their equipment, which was not time efficient. It was also difficult
to manage third parties involved in the service delivery process.
That’s no way to make a customer happy.”
• Their European partner, Renault, relies on a Mechdyne
immersive visualization system and middleware software
solutions to assist the automobile design process.
• Hess Corporation utilizes software and AV/IT optimization
technologies to improve and support their ability to
effectively manage a centralized data center without
sacrificing user experience.
• Fortune 100 organizations like Exxon partner with
Mechdyne’s managed services team to provide campuswide support and proactive maintenance of the
organization’s extensive AV/IT investment.
Throughout all aspects of their business, Mechdyne teammates
relentlessly work for their clients’ success.
The Mechdyne Technical Service’s business unit provides two
types of service—contract services and managed services.
The contract services team supports organizations that do not
have in-house technical expertise to ensure their AV/IT systems
consistently operate at factory standards or fix specialized AV/
IT technology. By combining a proactive maintenance plan with
Mechdyne technical support response services, customers can
manage their own technology.
In contrast, managed services focuses on providing the best
end-user experience possible. Embedded at the customer site,
a Mechdyne team or individual manages the client’s technology
every day through a combination of proactive maintenance and
expedient on-site incident response. Out of the two types of
service programs, the managed services business model primarily
drives the unprecedented growth. “Managed services is growing
twice as fast as contract services. This shows the shift in our
customers’ emphasis from equipment to user experiences,” said
McKaig. “Our projections indicate this trend will continue.”
Technical services differentiate Mechdyne from their competitors.
“Booming demand for high-tech conference room design and
technology installation has attracted a wide range of competitors
from mom-and-pop shops to mid-size and large AV integrators,”
McKaig noted. “Our holistic approach to technical support
consistently sets us apart. We scale our business model to meet
the demands of a university laboratory, organizations located
within a single building, or to multi-billion dollar companies with
campus-wide technical support needs.”
McKaig’s team attracted new customers with their reputation
for providing exceptional service, but to grow and meet market
demands, they had to overcome service delivery challenges. “We
used to operate our field service division on a CRM system that,
ultimately, was unsuitable for the task,” explained McKaig. “The
system was designed for internal use only. You couldn’t have a
customer entering requests or managing their own information.
We knew that this would not support our growth goals.”
ServiceMax Customer Communities was the key component in
solving Mechdyne’s challenge. According to McKaig, “Our Pivot
offering, a branded version of Customer Communities, is a game
changer. Customers can create their own service requests, track,
schedule, and communicate with the service team in real-time.
They also have quick access to asset inventory, along with warranty
information, product documentation, and installation diagrams.”
The flexibility of ServiceMax’s platform was a big plus for Mechdyne.
“We looked at a lot of systems, but most don’t allow for significant
customization. ServiceMax was different. Ninety-nine percent of
the product was sufficiently customizable right out of the box.”
“Our ServiceMax-based online service
database is a major selling point for
prospective customers, and it keeps
existing customers happy.”
Matthew McKaig, Global Services Manager
Mechdyne Corporation
RESULTS
With ServiceMax fully deployed, Mechdyne has another
competitive advantage. “Our Pivot program tightly binds our
customers to Mechdyne. Every detail about the customer products
and service history is in our system. This puts the customer
in charge of the relationship, and creates a very engaging
environment for Mechdyne and our client,” said McKaig.
McKaig noted that the contract services team has significantly
improved communication with its customers: “Communication
is the key to increased customer satisfaction. The better you
communicate, good news or bad, the more the customer
understands they’re being taken care of and issues are being
resolved.” Since customers file their own service requests, they
receive an instant response, much faster than the two to three
days it took before ServiceMax. Furthermore, the Mechdyne
technical service team has instant access to all the information
they need to promptly address the issue, with customers receiving
a follow-up call within an hour.
“The ServiceMax platform has given us the hard data we need
to better manage our service efforts,” concluded McKaig. “Net
promoter scores that we use to measure customer satisfaction
have increased dramatically. Time to resolution is way down, and
managed services business is soaring. There’s nothing we don’t
like about the ServiceMax platform.”
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