Case Study: PANalytical achieves 10% NPS lift, higher first‑time fixes and near‑instant invoicing with ServiceMax

Global Implementation of Lean Service Processes Delivers Increased Efficiencies & Focus on High Performance

PANalytical B.V., a Netherlands‑based maker of laboratory equipment and analytical instruments with 1,000+ employees and 150+ field technicians worldwide, faced fragmented regional systems, poor visibility into service KPIs and inefficiencies in spare‑parts management and invoicing—exacerbated by technicians working in remote, offline environments. These issues hindered benchmarking, lowered productivity and made it hard to drive a customer‑centric, lean service model.

PANalytical standardized global service processes by implementing ServiceMax (with Salesforce and ERP integration) via local partners, enabling offline mobile access, automated reporting and spare‑parts/dispatch management. The rollout improved technician productivity and visibility into field data, raised Net Promoter Score by 10%, increased first‑time fix rates by 2–3%, and cut total invoicing time from 12 days to under half a day.

Pan Alytical

John Oude Egbrink

Global Customer Support Director