The Impact of Digital Transformation on Service Organizations


Organizations spend millions of dollars each year in the pursuit of digital transformation, and for good reason. Digitization enables companies to reduce service costs, drive revenue growth, improve the customer experience and retention, and improve asset lifetime value and performance.

Amid rising operational costs, changing market conditions and intense pressure to improve service efficiency and productivity, it’s more important than ever to leverage your company’s digital transformation to drive big results for the service organization.

This report explores four key ways that ServiceMax customers have used their digital transformations to improve business outcomes, with a look at the real-world metrics, including:

  • Schneider Electric: €65M in additional upsell/cross sell revenue
  • Kodak Alaris: 80% renewal rate and consolidation of 141 different IT-managed systems
  • MilliporeSigma: 400% rise in contract attach rates after the first year, 94% contract renewal rate average and 100% improvement in NPS score
  • Luminex: Over 95% same-day service call resolution
  • Solta Medical: 50%: Reduction in average repair time



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