Case Study: Metso achieves faster invoicing and operational efficiency with ServiceMax

Enabling Better Business Processes and Operational Ways of Working

Metso, a global industrial equipment and services company with about 6,000 service professionals across 50 countries, needed to streamline service delivery to boost efficiency and remain competitive. Its two major service organizations faced different problems: Flow Control had no common tools across locations (some used ERP, others used Excel), while Mineral Services, though on SAP, lacked a service delivery solution—creating high variation and inconsistent processes.

After evaluating vendors and piloting ServiceMax, Metso implemented the full platform—mobile, Dispatch Console, case management, work orders and checklists—globally. The rollout increased operational efficiency and visibility, sped up invoicing by enabling immediate data capture, customer signatures and ERP transfer, reduced service center and repair times, improved technician satisfaction, and laid groundwork for future IoT integration.

Metso

Jari Järvinen

Global Concept Manager for Service Operations