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Markem-Imaje Enhances the Customer Experience with Coresystems

SAN FRANCISCO, CA–(Marketwired – May 17, 2017) – Coresystems, a leading provider of cloud-based field service and workforce management software for mid-sized and large enterprises’ field service organizations, today announced that Markem-Imaje, a global marking and printing specialist and Dover Corporation company, is leveraging Coresystems’ software to create new revenue streams, enhance the customer experience and improve operational efficiency. With Coresystems, Markem-Imaje has boosted lead-generation by more than 60 percent and reduced the length of onsite customer service appointments by 20 percent.

By providing product identification and traceability solutions to more than 50,000 customers across technology and repair centers and manufacturing plants around the world, Markem-Imaje oversees a vast field service operation comprised of more than 800 technicians. In order to deliver the high level of customer service that its customers have come to expect, Markem-Imaje needed to automate as many of its field service processes as possible, but its existing web-based customer service tool did not offer critical offline capabilities to Markem-Imaje’s technicians. As a result, Markem-Imaje sought an always-available field service software solution that could provide full automation while easily integrating with the company’s SAP system.

After a rigorous competitive review, Markem-Imaje selected Coresystems’ Field Service Solution for its ability to improve Markem-Imaje’s technicians’ efficiency while onsite with their customers, in addition to the real-time data collection and analysis the Coresystems solution provides. Since implementing Coresystems’ software, Markem-Imaje has increased lead generation by 60 percent, resulting in new revenue streams by offering higher-tier service contracts, training and Markem-Imaje consumable products. Furthermore, through Coresystems, Markem-Imaje has reduced the length of onsite customer engagements by up to 20 percent, leading to improved field service efficiency and an enhanced customer experience.

“Considering that today’s speed of business has accelerated to real-time, we realized that our field service technicians weren’t equipped with the necessary tools to keep pace and help us remain competitive,” said Jack Rijnenberg, Director of Global Customer Service, Markem-Imaje. “With Coresystems’ software we have automated a wide range of field service processes, which has resulted in a more efficient field service operation and, perhaps more importantly, a better customer experience. In addition, the Coresystems solution seamlessly integrated with our existing IT infrastructure and led to new revenue streams, further underscoring the business value delivered by Coresystems.”

“To successfully run a global business in today’s hyper-connected, always-on environment, organizations need to be able to streamline and automate as many processes as possible,” said Manuel Grenacher, CEO of Coresystems. “This is especially true for Markem-Imaje, due to the high volume of field service requests it receives from its customers daily. With our software’s automation capabilities, Markem-Imaje’s field service engagements have been streamlined considerably, creating a domino effect that has delivered tangible business growth results and increased customer satisfaction.” 

About Coresystems
Coresystems is a leading provider of cloud-based field service and workforce management software for mid-sized and large enterprises’ field service organizations. Since Coresystems’ founding in 2006, more than 190,000 users across the world have utilized the company’s innovative, real-time field service management software to improve their business and field service processes. Coresystems has also pioneered the “crowd service” model, which allows customers to leverage an Uber-like platform to find available field service technicians in real-time. Coresystems is headquartered in Switzerland with international offices in San Francisco, Miami, Berlin, Freiburg, Shanghai, São Paulo and London.

 

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