Case Study

Fairbanks Scales Improves Customer Engagements And Employee Retention With Training & FSM Solution

Source: IFS North America
Fairbanks Scales

As a professional field service technician, each service job requires more than technical skills. Of course a technician benefits from product knowledge to complement technical skills, but it’s soft skills that make or break the customer’s overall experience. Field technicians must keep up with changing technology and applications to succeed, and it’s this thought process that leads Fairbanks Scales to train its employees how technology and IFS Field Service Management™ (IFS FSM) can benefit the company’s customers.

SERVICE IN A HIGHLY REGULATED INDUSTRY

Fairbanks Scales manufactures and services industrial scales that are heavily-calibrated and regulated by state Weights and Measures departments. Fairbanks service technicians are licensed in each state by the Weights and Measures departments and have the authority to calibrate and sticker highway and railroad track scales in addition to other industrial weighing equipment. Approximately 40 percent of the company’s revenue is generated through calibration contracts, yet Fairbanks still generates hundreds of billable transactions every day nationwide and leverages IFS FSM to ensure business processes are automated and streamlined.