Articles
Electrolux Brazil Chooses ServiceMax To Improve Field Service Operations
September 2, 2010
•Case Study: Electrolux Brazil Chooses ServiceMax To Improve Field Service Operations
By ServiceMax
With ServiceMax, we now have real insight and control of our service partners activities and improved customer satisfaction at the same time.
Electrolux is one of the world's largest appliance companies with 56,000 employees and over 13 billion dollars in revenue in 2008. Headquartered in Sweden, Electrolux makes washing machines, stoves, refrigerators, and freezers under the names of AEG, Electrolux, Eureka, Frigidaire, and Zanussi. It's also the number one maker globally of vacuum cleaners (Electrolux, Eureka brands). Electrolux Brazil is one of the leading appliance vendors in the country.
Electrolux Brazil was managing its 900 service partners and 1,800 technicians through multiple solutions, emails, phone calls, and sticky notes. As business grew, information would get lost or not even captured, which made it more challenging to meet customer demands. Technicians were scheduled and dispatched to customer sites and were unable to complete service because they did not have the skills required. The business unit lost money on inaccurate entitlement information and delivered service even after warranties expired. It became evident that the current solution had huge gaps and was impeding the success of the operation and jeopardizing customer satisfaction. "As the largest appliance company in Brazil, we needed to improve our customer satisfaction in the area of service to maintain our market leadership," said Dejair Medeiros, Senior Analyst.
Click Here To Download:•Case Study: Electrolux Brazil Chooses ServiceMax To Improve Field Service Operations
