Case Study: GE Healthcare achieves $1.5M in field productivity gains and 40% reduction in call center volume with ServiceMax

GE Healthcare Global Services Boosts Productivity With Cloud-Based Field Service Management

GE Healthcare Global Services, a global service organization supporting hospitals and research clinics with 8,000 field service engineers in 140+ countries, was hampered by a patchwork of regional, siloed software and inconsistent processes that made sharing data and scaling service operations difficult. Leaders needed to standardize tools and installed-base/customer data to run a unified, global service operation.

After standardizing on Salesforce CRM and deploying ServiceMax for cloud-based field service management—covering parts ordering, dispatch, installed-base management and self-service portals—GE retired legacy systems, enabled a single cloud instance with localization, and eliminated on-premises maintenance. The result: $1.5 million in field productivity gains in Japan, a 40% reduction in European call center volume, and a shift toward strategic, customer-focused conversations.

GE Healthcare

Aaron Thomann

VP- Digital Field Services, Parts & Repair