Retirement plan: Gerber Scientific shores up aftermarket service, addresses staff issues using Axeda software platform

01/29/2009


Gerber Scientific will use Axeda ServiceLink to drive its next-generation service delivery model.
Gerber Technology , a business unit of Gerber Scientific, will be the first to offer the GERBERconnect remote service solution, initially rolling out the offering to customers of their GERBERcutter XLc7000 and Z7 automated cutting machines.
With Axeda ServiceLink, Gerber Scientific is taking control of three primary pieces of the aftermarket service puzzle: increasing customer satisfaction through proactive support, optimizing spare parts inventory across global distribution centers, and preparing the succession of a highly skilled workforce approaching retirement age.
"Our field service team supports a very large and globally dispersed customer base," says Mark Hessinger, executive director worldwide customer service for Gerber Scientific. "The Axeda solution allows us to extend the reach and expertise of our technicians to manufacturing facilities in more than 120 countries, for faster and more accurate resolution to product issues. It also enables us to retain the knowledge of our most capable workers as they start to retire."
With a large-scale implementation planned across all product lines, Gerber Scientific aims to reduce truck rolls by resolving issues remotely, ensure first-time fixes when an on-site visit is require, and regionalize and reduce overall inventory levels while still ensuring next-day part delivery.