From Volume to Value: JF Petroleum's blueprint for modern field service excellence.
How one of the largest service-centric industrial distributors unified operations, assets, and experience to turn service complexity into scalable advantage.
Real numbers from a named, approved program.
The combined ServiceMax and VistaXM program produced measurable gains across technician engagement, customer experience, and operations.
Acquisition growth, rising asset complexity, fragmented visibility.
Acquisition-driven expansion, rising asset complexity, and a large distributed workforce fragmented visibility across the service lifecycle. The shift from break/fix to complex, higher-value services raised the stakes on every stakeholder's experience.
Integrating acquired businesses introduced variability in systems, processes, and data, making installed-base data, asset history, and service performance hard to track consistently. Technician engagement and customer communication both varied by region, and early signals suggested those experience gaps were affecting day-to-day performance.
ServiceMax as the operational backbone. VistaXM as the experience intelligence layer.
JF Petroleum selected ServiceMax as its asset-centric field service management platform: a single system of record for work orders, scheduling, dispatch, and asset lifecycle. VistaXM added the experience-intelligence layer on top.
Automated, multi-stakeholder feedback
Aligned to the operational record
“With ServiceMax as our operational backbone, and VistaXM delivering the experience intelligence layer, we had the perfect fit for our transformation.”
“If we perform the installation perfectly and the customer experience is an A+, we secure customer loyalty, favorable word of mouth, and future sales.”
From volume to value, backed by numbers.
Technician eNPS rose to +30 within a year at 55% engagement, giving leadership a statistically reliable read on sentiment and retention risk. Detractors and non-respondents were twice as likely to leave. Transactional NPS rose 53% and customers reported a 15% improvement in ease of communication. Previously hidden project-quality gaps became visible and actionable, and leadership gained macro visibility into regional performance and where dispatch communication or parts planning was breaking down before it became a costly pattern.
Technician eNPS within a year, at 55% engagement.
Transactional NPS improvement.
Improvement in ease of communication with technicians.
Detractors are twice as likely to leave, an early-warning retention signal.
“We saw a huge shift from volume to value.”
From a program to a service intelligence layer for the ecosystem.
With a unified operational and experience data foundation, JF Petroleum is positioned to connect asset and service data with manufacturers for more proactive maintenance and stronger ecosystem collaboration, evolving toward a broader service intelligence layer across the industrial ecosystem.
PTC is a leading provider of digital transformation solutions for manufacturers and service organizations; its ServiceMax platform provides asset-centric field service management.
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