Case Study: Evident achieves faster, more efficient customer service with IBM Consulting

Evident opens a new era of growth with a unified service hub

Evident, the precision instruments company spun off from Olympus in 2022, needed to improve its service operations as manual, fragmented processes made it hard to track jobs, schedule work efficiently, and provide visibility to customers. The company turned to IBM Consulting and Salesforce Service Cloud to create a more unified service experience.

IBM implemented a single service hub using Salesforce Field Service and Salesforce CPQ, supported by IBM Garage and design thinking, to manage requests from first contact through billing. The solution automated case creation, optimized scheduling, and streamlined quoting, helping Evident cut field service turnaround times by 15%, boost support engineer and team lead productivity by over 15%, and increase the number of customers under service contract by more than 25%.

Evident

Yong Khoon Choo

Head of Service and Quality Assurance, APAC