Case Study: Medivators achieves double profitability and faster billing with ServiceMax

ServiceMax More than Doubles Profitability at Medivators

Medivators, a Minneapolis-based medical device company (part of Cantel Medical) with 380 employees and 93 field technicians, struggled with slow, paper-based service reporting and training documentation required for patient safety and HIPAA compliance. Handwritten, mailed forms delayed invoicing and warranties, with field documents taking 7–10 days and billing cycles averaging 14 days; customer data was tracked manually, limiting sales visibility and follow-up.

Medivators implemented the ServiceMax platform (with RMA, parts management and a Field Service iPad app) integrated with Salesforce and Epicor, and added Connected Field Service using PTC ThingWorx for remote diagnostics. Reports and certifications now arrive same day or within three days (targeting billing in under 24 hours), 78% of calls can be resolved remotely, sales gain visibility from technician activity, cash flow has improved, and the service division has doubled its profitability since deploying ServiceMax.

Medivators

Amos Schneller

VP of Global Service & Technical Support