Case Study: Xylem achieves centralized, mobile-first service management and improved work-order visibility with ServiceMax

Developing Innovative Technology Solutions to Tackle the World’s Water Challenges

Xylem, a global water-technology leader with 130 service workshops and more than 10,000 employees, needed to standardize field service operations that were fragmented across multiple tools—including whiteboards—while protecting a growing service business that already accounts for over 20% of operating income. The company sought a unified service management system to bring consistency, visibility, and efficiency to its worldwide service teams.

Xylem chose ServiceMax for its platform alignment with a new CRM and for features like scheduling and dispatch, work-order and contract management, installed-base tracking, and offline-capable iPad mobility. The centralized ServiceMax-based SMS has improved process consistency and work-order follow-up, sped rotation and parts ordering, made onsite documentation easier for technicians, and given customers clearer visibility into job status as the rollout continues across workshops.

Xylem

Helena Sundqvist

International Service Application Manager