Case Study: Kodak Alaris achieves standardized global service processes and 90%+ first-time fixes with ServiceMax

Kodak Alaris Standardizes on ServiceMax to Drive Service Efficiency and Grow their Business

Kodak Alaris, a global information capture and imaging company formed in 2013, supports hardware, software and multi‑vendor scanner fleets worldwide. After the spin‑off they inherited disparate regional systems and processes — IT managed roughly 150 interfaces and there was no single version of the truth — so they sought a cloud‑based, largely out‑of‑the‑box field service solution to standardize processes and improve service efficiency.

They selected ServiceMax and rolled it out across 26 countries in nine months, simplifying the IT landscape (reducing interfaces from 150 to 9), delivering real‑time data visibility, and adding knowledge‑transfer tools and a partner portal. Results include >80% renewal rates, >90% first‑time fix, an NPS above 70, streamlined contract administration, expanded manufacturer contracts, and improved front‑line profitability measurement — enabling growth while maintaining world‑class service.

Kodak Alaris

Jeffrey Moore

Service Operations Manager