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ServiceMax Implementation

Global ServiceMax Implementation for International Medical Devices Company


Client Profile

Regulated environment, medical devices


Business Challenge

  • Serialization, or the storing and translation of objects that can be transmitted and reconstructed later, within SAP and inventory.
  • Global alignment of processes.
  • ​Large onshore and offshore project team causing delays to the project timeline.
  • ​Did not have objects in place to integrate ServiceMax efficiently.
  • ​Legacy software was not global or uniformed across the company – some regions were still using Excel spreadsheets.
  • ​Validated environment affecting project planning and the level of documentation and formal testing needing to be completed at all stages.
  • ​The company also typically operates its projects on quarterly release cycles but the intricate nature of ServiceMax and the interrelation of its objects meant a multi-quarter project plan had to be developed before implementation could begin.


Project Overview

  • Implementation to the field service management system to standardize the company solution utilizing ServiceMax.
  • Project scope also included an app for iPad.
  • After pausing the project for 6 weeks, the project team was reorganized for efficiency. Every two weeks, the team of architects, developers, testers and the Project Management Office got together to review requirements, build and demo and gather feedback from testers who then developed test scripts (Agile Methodology).
  • Roll-out was done across the company simultaneously. Additional testing was implemented to reduce the impact to end-users.


Delivered Results

  • Successful ServiceMax implementation with app.
  • Customization, including the integration framework, customer service module, and complaint notification system.
  • Government compliant to maintain validated environment standards.
  • Fast-paced delivery and company first of a multi-quarter project plan rollout, while ensuring the use of the client’s preference of the Agile Methodology.
  • An on-time and on-budget $5M+ global project.