Customer Stories: Topcon
“We’re a unified team actually sharing data and we’ve turned our service team into a revenue generator – increasing service revenues by 10%.”
— Gary Yantsos, IT Director
Topcon Medical Systems is a leading developer and supplier of diagnostic equipment for the ophthalamic community. By pioneering technology that minimizes guess work, Topcon provides best-in-class equipment and service to over 8,000 private doctors, clinics and hospitals working to treat diseases of the eye. Prior to ServiceMax, Topcon had difficulty keeping track of detailed information about the equipment they sold and serviced. Manual and duplicate data entry had service managers and technicians struggling under mountains of paper. Now, if there is a problem with an Auto Refractometer, Topcon instantly checks entitlement and service contract status and provides an estimate for the repairs. ServiceMax helps the company manage a seamless service process which covers everything from the customer’s first call all the way through repair, replacement and parts orders. With ServiceMax Mobile for iPad, technicians are able to review all product details including parts, inventory, and cost and generate an estimate on the iPad while on site. The customers can sign a quote and then send them a copy in real time. Gains in efficiency have netted a 30% increase in productivity and a 10% increase in service revenue.