Case Study: Electrolux Brazil achieves streamlined field service operations and higher customer satisfaction with ServiceMax

Electrolux Brazil Chooses Service Max to Improve Field Service Operations

Electrolux Brazil, a leading appliance vendor and part of the global Electrolux group, struggled to manage 900 service partners and 1,800 technicians using disparate systems, phone calls and emails. Critical information was lost or never captured, technicians were often dispatched without the right skills, warranty entitlements were inaccurate, SLAs lacked visibility, and customer satisfaction and costs suffered as a result.

Electrolux implemented ServiceMax, integrating field service with its on‑premise ERP, inventory and finance systems and giving partners portal access to inventory and SLAs. The platform enabled skills‑based scheduling, accurate warranty tracking and consolidated service history, boosting partner efficiency, consistently meeting SLAs, increasing customer satisfaction and driving higher revenue—including processing over 15,000 service requests per week.

Electrolux

Dejair Medeiros

Senior Analyst