Case Study: Sony Professional Services achieves £1M savings and faster, streamlined field service across Europe with ServiceMax

Sony - Customer Case Study

Sony Professional Services, the field service division of Sony Europe, supports thousands of AV and broadcast products across 24 countries and handles over 50,000 jobs a year. Facing a shift toward outcome-based services and more complex contracts—multiple equipment types across many locations—their 15-year-old Remedy system and legacy processes couldn’t manage intricate accounts or serve customers who no longer had in-house technical expertise.

Sony implemented ServiceMax (first on laptops for 100+ engineers, then on mobile), tightly integrated with Salesforce to give technicians a complete view of customers, products, contracts and service history. The platform standardized processes, sped up resolutions, delivered better data for continuous improvement, increased customer satisfaction, and produced around £1 million in savings while enabling service‑wrapped offerings alongside Sony’s technology.

Sony

John Cooper

Head of Service & Support