Field Service Contract Management

Stop giving service away for free

Is an inability to offer a well-designed slate of service solutions is depriving both your top and bottom lines of additional cash? Luckily, ServiceMax’s service contracts and warranty capabilities empower organizations to define and manage a wide range of service plans that enable expansion into new markets, and increase service revenue and profits – all within a complete field service delivery solution. ServiceMax empowers you to maintain the accuracy of installed products, spare parts, warranty and service contracts across customers and locations, and ensures that this critical data is visible to the right people throughout the service delivery lifecycle, anywhere, anytime.

360-degree view of a customer - All installed products

Complete visibility into warranty and contracts in service delivery means you never give away free service
Grow your service business with expansion into new markets and the ability to deliver new service offerings
Increase revenue by avoiding warranty leakage
Speed up cash flow by ensuring accurate service tracking and billing
Improve customer satisfaction by using standardized service plans
Improve the consistency of service offerings, thus ensuring predictable and dependable profitability
Improve SLA compliance rates and exceed customer expectations by tracking customer SLAs through the SLA compliance clocks and counters
Improve the efficiency of your service operations and reduce Average Call Handling Time (ACHT) by making it easier to access and update customer history, warranty information, and detailed equipment configurations
Analyze, devise and monitor new revenue streams and profitability to get insight into profitable vs. underperforming service market segments

Comprehensive, automatic entitlement verification – product, location, named contact, availed & remaining services
Support for multiple product & labor pricebooks to ensure consistent and accurate pricing of labor, parts, products and consumables
Rich labor pricing options; including fixed price, minimum labor charged, rounding time charged and the ability set product or product line-specific labor pricing
Create and manage service plans/templates of popular service offerings
Quickly author complex service contracts based on service plans that automatically include the plan details, yet still are extremely flexible to enable specific exceptions and adjustments
Manage the service contract lifecycle – author, quote, activate, renew, cancel
Define service level agreement (SLA) tiers, for example Gold, Silver, Bronze tiers with defined response & resolution times
Include SLA tier, part, labor, travel pricing, services & allowed quantities on contracts
Support for metered services (10 support calls, 3 maintenance visits etc.), including the ability to monitor and debit usage
Automatic calculation of work order line pricing based on contract price terms & discounts, even from a mobile device
Automatic pro-forma invoice creation for contract & service billing
Ability to present the pro-forma invoice on a mobile device to the customer while on site, and even capture a signature on the spot
Manage automatic service contract renewals
Support for preventive maintenance plan templates with required parts and checklists as a part of the service contract
Access to contract details via the customer or partner portal
Support global networks in multiple languages and multiple currencies

Contract with Service Level Agreement

360-degree view of a customer – All work orders

Parts Pricing

360-degree view of a customer – All service contracts

Proforma Invoices

Edit Service Plan

Field Service Contract Management

ServiceMax iPad App