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Jones & Frank Selects ServiceMax to Drive Productivity, Revenue and Customer Satisfaction
Fueling systems provider to streamline process hurdles to set new service excellence benchmark, boost revenue and delight customers
RALEIGH, NC. – March 14, 2017 –Jones & Frank, the premier provider of fueling system solutions in North America, announced today that it will deploy the ServiceMax platform to automate key parts of its service operations to enhance customer satisfaction and so it can more efficiently grow revenue. ServiceMax, a GE Digital company is a leader in cloud-based field service management solutions,
For Jones & Frank, one of the largest distributors, service providers and installers serving the fuel infrastructure space, service is a core part of the company’s operations. However, its legacy systems provided disparate records that hindered process visibility, lacked flexibility to scale and often missed KPI tracking. Additionally, since its technicians must follow and confirm specific procedures when installing or maintaining its customers’ equipment around the country, the company needed a better method to consistently ensure compliance to customer requirements.
ServiceMax will allow Jones & Frank to automate the confirmation of operating procedures, as well as provide a centralized view of the entire service process improving communication both internally and with their customers. As a result, the company expects to boost customer satisfaction, improve the productivity of its technicians and ultimately drive revenue growth. Jones & Frank estimates that ServiceMax will reduce the time it takes to close out a work order by 80%.
“Jones & Frank is very fortunate to have the largest workforce of highly skilled technicians in our industry, but that is not enough. We need to provide our service team the right tools and processes to be able to provide our customers great service every day from the inbound call to final invoicing. Many software vendors provide tools to efficiently route field technicians to the job on time – and that’s important – but ServiceMax provides a much more comprehensive solution to ensure we are efficiently and effectively meeting our customers’ needs,” said Jones & Frank CEO Jim Bolch. “This is a significant investment in our business, but a necessary one as our goal is to establish a whole new level of service excellence in our industry. We simply couldn’t do that with the manual and disparate processes we have used in the past. I am confident that ServiceMax will help us get our customers the right technician with the part at the right time, every time.”
About Jones & Frank
Jones & Frank is the leading turnkey solution provider to the North American fueling infrastructure industry. The company distributes, installs and services fueling equipment for retail fueling stations, commercial and government fleets and emergency power customers. Jones & Frank currently operates a network of 18 branch offices and 4 distribution centers with over 500 employees located across the United States. Distribution, service, and installation services are provided nationally, and include a network of over 350 highly skilled service and construction personnel. Jones & Frank represents the premier products in the fueling infrastructure marketplace including Gilbarco/Veeder-Root, VeriFone, OPW, Franklin Fueling and Containment Solutions.
ServiceMax, a GE Digital company, leads the massive global industry of field service management software – an estimated $25 billion market worldwide. The company continues to reimagine and create solutions for the 20 million people globally who install, maintain, and repair machines across dozens of industries as the leading provider of complete end-to-end mobile and cloud-based technology for the sector. ServiceMax goes to every length – from joining technicians on service calls to publishing the industry’s leading online publication – to help customers discover untapped innovation, unleash new revenue streams, drive efficiency, and most importantly delight their end-customer. To learn more, please visit www.servicemax.com.
Elliott Burr, 925-621-1434