Luminex develops and builds biological testing equipment for the clinical diagnostic and life science industries. Its field services team includes about 50 engineers whose roles are more like solution providers and partners to customers than simply repair technicians.
The problem Luminex faced was a lack of visibility across departments, which led to some sticky situations. For example, sales representatives would often call on existing customers in an attempt to upsell new products, without realizing that customer’s existing assets were currently being serviced—not the best time to upsell.
Luminex decided to adopt ServiceMax’s platform, which provided features such as real-time communication, schedule coordination and other benefits. Today Luminex is able to fix a customer’s problem on the first visit 97 or 98 percent of the time, and invoicing cycles fell from 28 days to less than four days.
Follow this link to read much more about Luminex’s award-winning project.
