Ice machine maker turns up heat on service automation

Scotsman Ice Systems, the world's largest manufacturer of industrial and commercial ice machines, is integrating help desk and field service operations in an effort to increase customer satisfaction.

Scotsman is consolidating customer, product, distributor, contractor and service data into Astea's ServiceAlliance customer relationship management solution. Calls that can't be resolved over the phone are automatically routed to field service workers; using zip code tracking, Scotsman can also speed field service dispatch based on contractors' skill levels and proximity to the customer. The results are quicker decision-making, faster field response and improved customer satisfaction.

"Our objective is to provide the highest level of customer satisfaction possible," said Jim Denig, MIS manager at Scotsman Ice Systems. The new system "will further improve the response time and quality of our service delivery."

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