SERVICEMAX
“ The only way to achieve [ production efficiency ] is to understand the asset and how it interacts with everything ”
KIERAN NOTTER VP OF GLOBAL CUSTOMER TRANSFORMATION , SERVICEMAX
field service management solutions , it was devoid of any legacy infrastructure that might have encumbered field service teams and readily embraced Zoom for its customer-facing interactions and utilised tools from Salesforce and its own real-time communication tool , Zinc , to effortlessly transition into a remote working paradigm . Notter relates that this was also necessary to ensure ServiceMax practices what it preaches , “ We can ’ t go into an environment trying to sell digital transformation to a business if we haven ’ t been on the journey ourselves .”
Although remote working methods could never replace the in-person ‘ ride alongs ’ that ServiceMax used to understand customers ’ business objectives pre-COVID , Notter still praises the definite benefits that new workplace trends are bringing . For example , one of the current problems facing service providers is a rapidly aging workforce . Remote working gives older employees the ability to gain a better worklife balance and reduced physical strain . This development , he believes , will ultimately lead to greater knowledge retention within service companies generally and subsequently improve the training cycle for
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