Case Study: Westmor achieves 20% increase in technician utilization and higher customer satisfaction with ServiceMax

New Visibility Leads to Increased Efficiencies & Customer Satisfaction

Westmor Industries, a 350-employee manufacturing and services company with 40 field technicians, struggled as teams worked in silos with paper-based processes that slowed billing, obscured customer data, and limited strategic visibility as the business grew. Manual call-center handoffs and delayed work orders created missed revenue opportunities and made it hard to measure technician utilization or decide where to invest.

Westmor implemented the ServiceMax suite (mobile iPad app with offline sync and JDEdwards ERP integration) to give technicians, dispatch, parts, sales and billing a single, real-time view of field service data. The change delivered a 20% increase in technician utilization, roughly 10 hours per week in operational productivity gains, higher first-time fix rates and customer satisfaction, and supported rapid technician growth and scalable expansion.

Westmor

Mark Kragenbring

Field Service Operations Manager