Case Study: Molecular Devices achieves reduced instrument downtime and improved service visibility with ServiceMax

Comprehensive Service Data Increases Product Quality and Revenue at Molecular Devices

Molecular Devices, a leading provider of bioanalytical measurement systems for life sciences and pharmaceuticals, faced limited visibility into field service across 60,000 instruments and 75 technicians. Without a unified service CRM they couldn’t accurately track technician travel versus repair time, had a disjointed parts-tracking process, and left sales and product teams without the service data needed to spot opportunities or improve products.

By implementing ServiceMax as a single repository for service reports, parts requests and customer records, Molecular Devices unified service and sales data, improved compliance support and enabled proactive scheduling. The result was reduced instrument downtime, year-over-year growth in service operations, stronger sales–service collaboration, actionable product feedback for R&D, and better inventory control with less parts waste and faster delivery.

Molecular Devices

Jim Reutlinger

Director, Americas Service