Case Study: Thermo Fisher Scientific achieves faster equipment turnaround and a 10-point NPS increase with ServiceMax

Thermo Fisher Scientific - Customer Case Study

Thermo Fisher Scientific, a global leader in life sciences and medical equipment, needed to improve field service performance because fast equipment turnaround directly affects patient care. The company set out to harmonize processes across four divisions, integrate with ERP and Salesforce systems, and give technicians digital tools and metrics to reduce administrative burden and speed repairs—ultimately selecting ServiceMax as the best-fit solution.

By deploying ServiceMax, Thermo Fisher equipped technicians with mobile tools and KPIs that increased efficiency and accountability, improving instrument uptime and the overall customer experience. The initiative lifted field-service NPS by more than 10 points and enabled rapid, data-driven product improvements by surfacing precise issues from service visits.

Thermo Fisher Scientific

Bram De Jong

Business Lead, SDG Service Projects