Case Study: Compac achieves proactive, scalable field service and increased customer loyalty with ServiceMax

Creating Customer Loyalty With Proactive Service

Compac, a New Zealand–based provider of integrated post‑harvest sorting and traceability solutions for the fresh produce industry, faced a scaling problem: service was effective but reactive and inconsistent. Their legacy system mainly tracked technician time, left field techs to self-manage, and gave the back office little visibility, so Compac needed a scalable way to deliver consistent, proactive global service and strengthen customer loyalty.

Compac implemented ServiceMax—using the Dispatch Console for real‑time technician location and prioritization, recurring contract scheduling, and a Customer Community portal for easier customer engagement. The change reduced admin work, allowed the field team to be more efficient without adding headcount, shifted the business from break‑fix to proactive service, and delivered time and cost savings along with higher customer satisfaction and loyalty.

Compac

Darrell Smithson

VP Global Services