Case Study: Tyco Integrated Security boosts first-time fix rate and service visibility with ServiceMax

Tyco - Customer Case Study

Tyco Integrated Security (TycoIS), a North American leader in commercial security with more than 6,000 employees and $10+ billion in annual revenues, was hamstrung by a 25‑year‑old homegrown field service system. The legacy platform required manual extraction of field data into Access for reporting, limited real‑time KPIs, and relied on retiring IT staff who knew the customized system, constraining growth, visibility and technician productivity.

TycoIS replaced the legacy system with ServiceMax on the Salesforce platform, integrating BaaN ERP via Informatica and migrating 3.5 million records to support 645 users (including 375 technicians). The mobile, offline‑capable solution eliminated duplicate data entry, provided real‑time dashboards, accurate installed‑base and serialized parts tracking, and automated ERP updates—driving a 3% lift in first‑time fix rates, faster reporting, reduced admin time and improved customer service.

Tyco

Dan Cattron

Senior Project Manager