Case Study: Eastern Lift Truck Co., Inc. achieves 100% technician growth, digitized customer & employee experiences, and faster invoicing with ServiceMax

Eastern Lift Truck Co., Inc. Partners with ServiceMax to Support Growth, Digitize Customer & Employee Experiences, and Delivers Industry-Leading Customer Service

Eastern Lift Truck Co., a family-owned leader in material handling and storage solutions with about 1,000 employees and multiple divisions (forklifts, dock & door, retail services, systems, port/rail, and commercial vehicles), faced growing pains from manual, paper-based service processes. Lack of visibility into work-in-progress, slow month-end invoicing, administrative bottlenecks, and a poor digital customer experience threatened their ability to scale and remain competitive.

In 2017 Eastern Lift deployed ServiceMax’s cloud, asset-centric field service platform—using installed-base tracking, work order management, scheduling, contracts and a mobile iPad app—to digitize workflows. The change eliminated paper, doubled technician capacity without added support headcount, saved technicians ~2 hours/week, improved WIP visibility and invoicing cadence (reducing DSO), cut goodwill write-offs, enabled rapid 4-hour tech training, and kept operations seamless through COVID-19, delivering a faster, more proactive customer experience.

Eastern Lift Truck Co., Inc

Bill Pfleger

SVP & CFO