Case Study: Al Salem Johnson Controls achieves 10% higher technician utilization and improved customer satisfaction with ServiceMax

ASJC Improves Tech Utilization & Customer Satisfaction with ServiceMax & Jitterbit

Al Salem Johnson Controls (ASJC), a leading ESCO-certified provider of HVAC, building management and safety systems across the Middle East, faced paper-based field operations that limited scheduling, KPI tracking and visibility into installed assets. The organization needed to modernize its field service processes and integrate ServiceMax with its ERP (Epicor iScala) and SharePoint-based call center to improve technician utilization, mean time to repair and overall customer experience.

ASJC implemented ServiceMax and used Jitterbit Harmony to integrate work orders and time entries between ServiceMax, Epicor iScala and SharePoint, simplifying technician workflows and enabling real-time dashboards for planners and managers. The result: roughly 10% improvement in technician utilization and about 5% improvements in both mean time to complete and resolution time, along with higher customer satisfaction and better data-driven resource planning.

Al Salem Johnson Controls

Hakim Shrief

SVMX Project Monoger