Case Study: MilliporeSigma achieves real-time visibility and improved customer satisfaction with ServiceMax

Creating a Faster, More Streamlined Experience

MilliporeSigma, the life‑sciences unit of Merck with a global field service organization spanning 40 countries, needed a unified field‑service system to gain visibility across disconnected databases and stop spending weeks or months extracting and reconciling reports. Disparate systems made it hard to track engineer utilization, capture service‑led sales opportunities, and act quickly to improve customer experience.

MilliporeSigma implemented ServiceMax to harmonize data and provide a real‑time KPI dashboard accessible to service teams and customers. With 1,000 ServiceMax users they now track 36 KPIs live, have higher first‑time fix rates, contract attach rates rose from 10% to as high as 40%, renewal rates hit 94%, and NPS nearly doubled — while field engineers use iPads to close jobs on site, reduce admin, and drive more revenue and customer satisfaction.

MilliporeSigma

Stephanie Jackson

Head of Field Service