- ServiceMax for iPad
- Installed Base and Entitlements
- Inventory and Parts Logistics
- Advanced Scheduling and Workforce Optimization
- Service Flow Manager
- Work Order Management
- Orange for Small Business
- Mobile and Offline
- Reports and Dashboards
- Customer and Partner Portals
- Chatter Collaboration
- Cloud Computing Platform
Installed Base and Entitlements
The Installed Base & Entitlements module is the foundation of the ServiceMax Suite.
Everyone, from field service managers to call center agents to executives, has a 360-degree view of customers’ full account information and installed base of products. Warranties, contracts and entitlements are tracked at a part level, and full insight into prior case history with the customer is provided.
- Complete 360° view of the customer
- By maintaining a complete record of every installed product at every customer site, you can improve the efficiency of the service operation.
- By tracking detailed equipment configuration by individual component serial number and/or by revision level, Field service professionals have access to product information at their fingertips to achieve higher first-visit fix rates.
- By knowing the customer’s history of the issues, escalations and resolutions, technicians or agents can tailor their solutions to fit the unique requirements and needs of the customer.
- Transform the field service division from a cost center to a profit center
- By tracking your customer’s warranty and service contract information, you can ensure that their service contracts are renewed on time to prevent service and parts giveaways.
- By proactively monitoring soon-to-be expired warranty and contracts, you can upsell and cross-sell additional service agreements thereby increasing service revenue.
- Analyze, Devise and Monitor new revenue streams:
- Analyze past and existing contracts and revenues with reports and dashboards to get insight into profitable vs. not-so-profitable service market segments.
- Use the insight gained to proactively devise new service revenue streams on the underperforming service market segments.
- Monitor the profitability on a regular basis for executive visibility and forecasts.
- Reduce ACHT (Average Call Handling Time) or response times:
By providing automated entitlement verification processes, customers can reduce the average call handling time or the response times before an appropriate work order or parts order is created. - Achieve Customer Delight:
By having full access to the entire customer installed base and the history, field service professionals can quickly resolve customer issues thereby increasing customer satisfaction. - By tracking customer SLAs through the SLA compliance clocks and counters, service requests are escalated to the right level at the right time to ensure resolution within agreed upon time windows thereby meeting or exceeding customer expectations.
- With the reports and dashboards service management can monitor SLA commitment history reports and devise strategies to enhance SLA commitments or reduce the overall resolution times.
- Ability to manage (create, view and edit or delete) the installed products for each of your customers at a serialized part level for a complete field installation view of your customer.
- Support for hierarchical tree-structure display of Installed Product information so users can have a snapshot view of the product’s configuration and status of every component in the tree.
- Ability to manage the warranties and service contracts for all of your customers and their installed products including the capability to renew contracts by a click of a button.
- SLA compliance enablement features that display countdown clocks on each case for Initial response time, Onsite response time, Restoration time and Resolution time based on defined SLA terms for that customer and installed product.
- Automated Entitlement verification functionality based on current warranties and service contracts for each product and customer combination so users can pick the right warranty or contract to entitle the customer.
- Ability for your customers to view their installed products and their current entitlements through the customer portal.
- Ability for your partners to view their customers’ installed products, warranties and entitlements through the partner portal.
- Management visibility on all service contracts, service revenues, customer entitlement history and SLA compliance via ServiceMax Reports and Dashboards.
View all installed products
View all work orders
View all service contracts
Installed product detail
Entitlement verification
