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Proof That Customer-First Service Pays Off

Newbie

1.4.jpgMichelle Duke Hopkins, Managing Editor of Product Lifecycle Report, enjoys writing about new technology trends and innovations that impact customer relationships and as well as the overall business. So it’s no surprise that she was drawn to cover EMC Corporation. In a blog, she touted EMC as “a great example of a company successfully transforming service to meet their customer’s needs and improve the overall customer experience.”

EMC’s Goals

  • Deliver efficient and effective proactive service
  • Evolve planned preventative service to be as good as the current response to customers’ immediate service needs

Keys to Success

  • Deploy field service management and service parts management systems consistently across all geographies
  • Use evolving technology like PTC’s Service Lifecycle Management solutions to support a blended workforce and complex workflows

Results

  • EMC has won 23 STAR Awards from the Technology Service Industry Association (TSIA)
  • EMC is one of two companies to win the TSIA’s prestigious Hall of Fame Lifetime Achievement Award four times
  • Field service productivity has risen by 60%
  • Return trips have dropped from 20% to 5% of service calls
  • Overall travel time for service has been reduced by nearly 50%
  • Minimizing the need for same-day parts shipments has saved $7 million annually
  • Customer satisfaction has reached 95% and continues to trend upward