Case Study: Luminex achieves rapid invoicing, 95% same-day resolutions and higher margins with ServiceMax

Mobility and Greater Visibility Improve Resolution, Invoice Times at Luminex

Luminex, an Austin-based life sciences and biotechnology equipment company with about 740 employees and 70 technicians, faced a service organization treated as a cost center. Restricted functionality in their Oracle field service tools, slow spreadsheet-driven reporting (SLA and cost reports took up to 2.5 weeks), 27-day invoice cycles, and poor visibility between sales and field teams left service performance opaque and upsell opportunities missed.

By standardizing on Salesforce and deploying ServiceMax (entitlements, scheduling, Field Service iPad and Collaboration apps, real-time dashboards and knowledge base), Luminex gave technicians mobility and sales-to-service visibility. The change drove 95% same-day resolutions, cut invoicing from 27 days to 2, made SLA/cost reporting instant, lifted customer satisfaction into the high 90s, delivered margins above 45%, and boosted technician morale and field-driven sales opportunities.

Luminex

Steve Nava

Director of Field Service for the Americas