Case Study: Mechdyne Enabling Discovery achieves faster response times, higher customer satisfaction and 70% first‑call resolution with ServiceMax

ServiceMax Rapidly Evolves Service at Mechdyne

Mechdyne, an AV/IT technical solutions and managed‑services provider for universities, government and Fortune 100 organizations, faced rapid growth that increased competition and customer expectations. Clients wanted real‑time dashboards, detailed KPIs and response times measured in hours instead of days, but Mechdyne’s legacy CRM was internal‑only and couldn’t support customer self‑service or scalable field‑service processes.

Mechdyne implemented ServiceMax (including Customer Communities/Pivot, work‑order and installed‑base management) to build an online service database and real‑time BI dashboards. Customers now create and track requests, view assets and warranties, and engineers get instant service history—delivering immediate acknowledgements (vs. 2–3 days), follow‑ups within an hour, 70% first‑call resolution, sharply higher customer satisfaction and improved NPS, while fueling managed‑services growth.

Mechdyne Enabling Discovery

Matthew McKaig

Global Services Manager, Mechdyne Corporation