How Servigistics Empowered Dell EMC, Embraer, and Juniper Networks

Written By: Leslie Paulson
  • 6/15/2017
Dell EMC, Embraer, and Juniper Networks use Servigistics

How are organizations across high tech, aerospace, and other industries using Servigistics to operate availability-driven, agile service parts supply chains? Use cases vary depending on the business model, but we've highlighted three stories that stood out to the business unit.

Embraer increases inventory turns by 35%

Our first success story features Embraer, the world’s third-largest commercial aircraft manufacturer. Embraer designs, develops, manufactures, sells, and supports executive jets, commercial jets (with up to 120 seats), and defense aircraft.

As its customer base grew, the company experienced a dramatic increase in the demand for aftermarket parts services. Their logistics team concluded that its ERP and legacy systems were not able to meet the needs of its increasingly complex service organization. So, they implemented the Service Parts Management module within Servigistics to replace existing parts software.

By leveraging new resources and processes, the executive aviation group achieved impressive growth in business volume without an increase in staff. What’s more? Service parts planning helped them minimize ordering errors and save through inventory rebalancing. They have cut service parts costs by $25.5 million, and increased inventory turns by 35%.

Juniper Networks increases parts availability by 15%

A global leader in high performance network infrastructure, Juniper Networks delivers high performance networking solutions that support the complex scale, security, efficiency and performance of the world’s largest and most demanding mission-critical networks.

Juniper aimed to improve their work planning, procurement, and logistics for their growing customer base. They needed a solution that would improve on-time delivery metrics, provide visibility into global service parts allocation, balance global inventory levels, increase material availability, and reduce customer escalation tickets.

After implementing Servigistics, Juniper Networks saw positive ROI in just 3 months, experiencing the following progress:

  • Their parts availability went up by 15%.
  • On-time delivery improved by 27%.
  • Customer satisfaction rose by 10%.

Given these improvements, it’s not a surprise that their contract renewal rates are also up.

Dell EMC increases service productivity by 25%

Global IT provider, Dell EMC, helps customers move to cloud computing with state-of-the-art storage hardware for data backup and recovery. With over 3,500 unique parts and over $130 million in parts inventory across 50+ countries, Dell EMC’s supply chain challenges are significant.

Although their service organization and inventory are complex, their goal was simple—to optimize the customer experience. Now, as improved productivity and customer satisfaction confirm, they have raised the bar for service excellence yet again.

By using Servigistics' Service Parts Management capability, they reduced inventory, ordering, and shipping expenses. Dell EMC also improved parts planning productivity by 40% and overall service productivity by 25%. As if those numbers aren’t impressive enough, parts availability has increased to 98.5%.

Ready to create your success story?

Managing service parts effectively is integral to service lifecycle management. If you want to learn how our service parts management module will help you increase equipment availability and reduce inventory, take our free benefits assessment below:

PTC Service Performance Assessment

Curious About How Remote Service Could Help Your Team?

Learn How You Can Increase Customer Satisfaction and Reduce Costs with Remote Service.

  • CAD
  • Retail and Consumer Products
  • Connected Devices

About the Author

Leslie Paulson

As General Manager of the Servigistics Business Unit, Leslie has responsibility for worldwide sales, marketing, business development, customer success, and research and development. She brings a wealth of experience from her 29-year career at Caterpillar, with 16 years as a member of executive management teams. Leslie is known for her passion and focus on driving change to deliver customer value and growth. She has a superior command of disruptive technology and its impact on service operations. She has brought her vision and experience to Servigistics and is leading an era of rapid innovation, further fortifying Servigistics as the industry-leading service parts optimization solution. 

Leslie has degrees from Southern Illinois University, Carbondale (MSME, BSME, Engineering), Bradley University (MBA) and Stanford (Executive Program).