Case Study: Hexagon Manufacturing Intelligence achieves streamlined field service and reduced unplanned downtime with ServiceMax

Harvesting Service Data to Improve Customer Experience

Hexagon Manufacturing Intelligence, a global leader in metrology and manufacturing solutions with a ~2,000-strong field service organization, faced a decentralized service model—each country used different systems from Excel and paper to homegrown apps—making it nearly impossible to aggregate service data, establish global best practices, or feed field insights back into product design and operations.

After evaluating three vendors, Hexagon chose ServiceMax for its reliable mobile app with offline sync and deployed core modules (scheduling, quoting, debriefing, parts management, billing) to centralize product and service data. The rollout streamlined repetitive tasks, sped up parts ordering, reduced customer unplanned downtime, and set the company up to integrate asset management and data feeds to enable preventative maintenance and continuous improvement in customer experience.

Hexagon

Mark Wilding

Director of Global Service & Support