Case Study: Lumenis achieves increased first-time fix rate and a unified global service platform with ServiceMax

Implementing a Unified Service Management Solution Delivers Increased Efficiencies

Lumenis, a global medical‑device company headquartered in Israel with ~900 employees and 250 technicians, faced a fragmented service environment that hurt responsiveness and revenue: 14 regional databases, poor visibility into inventory, lost service data, occasional shipment of incorrect parts, and limited offline capability for field engineers — all undermining first‑time fix rates and upsell opportunities.

Lumenis moved to ServiceMax’s cloud field‑service platform (with Partner Portal) integrated with Salesforce and SAP via Jitterbit and implemented locally with partner Uptima. The rollout consolidated 14 systems into one global platform, improved inventory and product‑history visibility, enabled correct parts dispatch and offline work, closed revenue leakage, and delivered higher first‑time fix rates and improved customer and technician satisfaction.

Lumenis

Amir Belferman

CIO