Case Study: EDAX achieves field service management automation with Syncron

EDAX improves field service management with Syncron after cutting service requests by phone and email

EDAX, a global leader in materials analysis systems for OEMs, faced challenges with a cumbersome legacy service system. This system led to inefficient field service management, frustrated customers, and increased costs as most service requests were handled by phone or email. To improve customer service and technician productivity, EDAX sought to automate its Service Lifecycle Management and partnered with vendor Syncron to implement its My Customer Portal solution.

Syncron's solution provided a globally deployed, SaaS-based platform that integrated with EDAX's ERP and CRM systems. The system streamlined operations with configurable service management, enabling online and offline access for technicians, distributors, and customers. This resulted in optimized end-to-end service fulfillment, simplified product registration, and an increased attach rate for service contract renewals.

EDAX