Case Study: McKinley Equipment achieves 82% first-time-fix and 38% service revenue growth with ServiceMax

ServiceMax Elevates McKinley to Trusted Customer Service

McKinley Equipment Corp., a 65-technician industrial equipment distributor based in Irvine, CA, had built a reputation for reliable sales and service but was held back by paper-based workflows, nine disconnected data silos, and limited visibility into parts inventory—issues that slowed responses, extended service times, and kept first-time-fix rates and service growth low.

By implementing ServiceMax (Installed Base & Entitlements, Work Order Management, Parts Logistics & Advanced Scheduling), ServiceMax Mobile for iPad, and MaxCare support, McKinley automated contracts, parts ordering and scheduling and gave technicians real-time access to customer and parts data. The result: first-time-fix rates rose from 50% to 82%, service revenue grew 38%, customer retention improved, and McKinley began winning larger multi-location service contracts.

McKinley Equipment

Kevin Rusin

CFO