Customer Stories: McKinley
“Moving away from a paper solution and equipping all of our technicians with ServiceMax and an iPad is transforming the way we deliver service and positively impacting our brand every time a technician interacts with a customer.”
— Kevin Rusin, CFO
Kevin Rusin, CFO of McKinley, hates paper. But that’s how his service organization ran for years: spreadsheets, paper, whiteboards and 9 silos of data. Whether they were fixing loading docks at CVS stores, or elevators in Fergie’s home in the Hollywood Hills, it was time for a change. Back in 2006, Kevin told a magazine of his dream to have a service management system to track the history for every customer, part and product, and that became a reality in 2012 with ServiceMax. Kevin armed every technician with ServiceMax Mobile for iPad and they never had to “walk in blind” to a job again. Technicians could know things, like the exact part they needed to fix a loading dock before arriving at the job, and first time fix rates rose 18% in the first year. Service is now the key differentiator for McKinley when acquiring new customers. They are a true strategic partner, using service data to help customers on things, like capital equipment budgeting while offering new innovative service offerings. All of this has helped McKinley grow service revenue by 47%.