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ServiceMax Case Study

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® SERVICEMAX SUCCESS STORY How ServiceMax, f rom GE Digital, optimized routing for the enterprise using LeanData's scalable demand management automation THE CHALLENGE ServiceMax is the leader in cloud-based field service management software. The company is focused on delivering the most innovative and forward-thinking solutions for organizations to digitally transform their service operations. And interest in that software became overwhelming as ServiceMax ramped up Demand Gen efforts. But the huge influx of leads was also problematic. "We started looking at how long it took to reach out to high-quality leads and it turned out to be well over 10 business days," said Pat Oldenburg, the Senior Director of Digital Marketing and Operations. "When we started digging into the reasons why, the biggest one was because Salesforce routing rules weren't keeping up with our growth." ServiceMax had a territory-based system for lead assignment. For example, leads f rom California went to a "CA" queue. Reps were responsible for visiting the queue to collect leads associated with their territories. Another issue was leads that were not clearly mapped to a territory would end up in a catch-all queue – where they would sit until reps would investigate. That inefficiency prompted the organization to embark on a journey that transformed lead assignment into a strategic advantage at ServiceMax. LeanData's ability to route leads for ServiceMax would later impress one of the world's best-known brands – GE Digital. LeanData powers everything we do once we receive a lead." – Pat Oldenburg, Senior Director of Digital Marketing and Operations

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