Mobile Field Service Management Tools | ServiceMax

Mobile Field Service Management

Access anytime, anywhere with field-ready mobile apps.

There are very few jobs that demand the use of mobile technology more than that of a field service technician. Your technicians require critical service information and customer data at their fingertips, no matter where or when, so they can solve customer issues fast. With ServiceMax Mobile, your field techs, service managers and executives can each access ServiceMax from virtually any device anytime, anywhere.

ServiceMax’s field-ready suite of mobile apps provide access regardless of location or connectivity. In addition to native, device-specific apps for iPhone and iPad, the ServiceMax suite is HTML5-based, making it accessible via browser from virtually any device. Powered by the ServiceMax Infinity Framework, our apps are also highly configurable so field service organizations can seamlessly integrate their unique service processes without requiring any custom code. ServiceMax Mobile empowers field workers to successfully complete complex work orders, present service reports for customer signature, provide dynamic pricing of labor, parts and products in the field and much more.

ServiceMax Mobile ensures the highest levels of efficiency from your technicians, while simultaneously impressing and delighting your customers. In fact, the average ServiceMax customer increases productivity by 26%* and customer satisfaction scores by 15%*.

*Average ServiceMax customer results, based on a survey conducted in Jan. 2014.

PRODUCTS

iPad

Say goodbye to your bulky, old rugged device and carbon copies. ServiceMax Mobile for iPad is the first and only complete, field-ready solution optimized for the iPad. Rather than a “blown up” version of an iPhone app, ServiceMax Mobile for iPad leverages the iPad’s larger real estate and advanced touch screen capabilities, portability and ease of use to help techs perfect field service delivery. Used by thousands of techs since 2009, our ground-breaking app is the most proven mobile app in Field Service.

Now field technicians have all customer and case history, installed product configurations, parts information, and pricing at their fingertips. These capabilities are accessible whether Internet connectivity is available or not, making the iPad a perfect choice for low or no bandwidth environments. Signature capture via the touchscreen ensures faster and more accurate billing. And the troubleshooting capabilities of this app – via knowledge base access and social collaboration via ServicePulse – are second to none, improving first time fix rates. Technicians can even use FaceTime to show a colleague the issue they are facing and get real-time feedback and guidance. In short, technicians have the information they need to provide flawless field service, all on the device your techs will enjoy using.

BENEFITS

  • Improves field service productivity by combining the usability of the iPad with ServiceMax’s complete field service functionality
  • Delight customers by arriving on-time and well-equipped to solve their issue fast
  • Decrease work order and service report creation time and quickly tally parts and repair costs
  • Improve first time fix rates by facilitating knowledge and real-time collaboration in the field with ServicePulse and FaceTime
  • Sell more services by providing field technicians with up-sell and cross-sell recommendations and access to current pricing
  • Speed dispatching, reduce drive time and increase utilization by keeping techs updated with route planning and directions
  • Make service technicians trusted advisors by keeping them well informed of customer, product, and work order histories
  • Increase technician effectiveness and first time fix rates, by providing mobile access to customer and product knowledge
  • Speed cash flow by empowering techs to debrief work orders and capture signatures on the spot
  • Get up and running fast by utilizing our field-ready mobile apps – no coding needed, just configuration
FEATURES

  • Seamless offline capabilities, so that technicians can access customer or product information, or capture service details remotely, regardless of internet connectivity
  • Single sign on (SSO) and OAuth 2.0 to ensure seamless, secure access
  • Configure once, deploy everywhere: ServiceMax’s unique Infinity Framework provides process workflows and wizards that keep techs on track, regardless of which device they use
  • Calendar view of work orders and associated tasks that can be dynamically changed
  • Easy to search for parts and products in trunk stock and the trunk stock of nearby technicians
  • Real-time, automated pricing for time and materials estimations
  • Calendar view of work orders and associated tasks that can be dynamically changed
  • Advanced data validation during data entry ensures data integrity even if connectivity is not available
  • Access to all pertinent data: entitlement verifications, customer history, location, contacts, product service history, repairs, warranties and more
  • Smart Business Docs to create service reports, invoices, etc. and have customers sign them while on site
  • Add attachments (up to 25MB each) via the native iOS share screens, so that techs can easily capture and share photos/video taken at the customer site, email service reports or contracts, and more

iPhone

Field service technicians are the most mobile employees on earth, making mobile devices a must in field service. And a mobile device that can fit in your pocket is a requirement for many on-the-go techs.

Despite it’s smaller size, the iPhone is well suited for life in the field, and easily accessible when a technician needs it. ServiceMax Mobile for iPhone is the only field service solution available on a smartphone that boasts full application functionality, even when disconnected from the Internet. Our field-ready mobile app enables techs to access information faster, eliminate paperwork, and ensures compliance with your unique service process. Technicians finally have anything and everything needed to get the job done and delight customers - right in their pocket.

BENEFITS

  • Improve field service productivity by combining the usability of the iPhone with ServiceMax’s complete field service functionality
  • Increase technician effectiveness and first time fix rates, by providing mobile access to customer and product knowledge
  • Speed cash flow by empowering techs to debrief work orders and capture signatures on the spot
  • Sell more services by providing service technicians up-sell and cross-sell recommendations and access to current pricing
  • Improve first time fix rates by facilitating knowledge and real-time collaboration in the field with ServicePulse and FaceTime
  • Get up and running fast by utilizing our field-ready mobile apps – no coding needed, just configuration
FEATURES

  • Designed specifically for techs with field-based usability in mind; large touch targets, fewer clicks and intuitive navigation
  • Quick access to customer contact info and one-click dialing
  • Quick access to hands-free GPS navigation
  • Seamless offline capabilities, so that technicians can access customer or product information, or capture service details remotely, regardless of internet connectivity
  • Single sign on (SSO) and OAuth 2.0 support to ensure faultless, secure access
  • Configure once and deploy everywhere; ServiceMax’s Infinity Framework provides process workflows and wizards that keep techs on track, regardless of which device they use
  • Calendar view of work orders and associated tasks that can be dynamically changed
  • Real-time automated pricing for time and materials estimations
  • Advanced data validation during data entry ensures data integrity even if connectivity is not available
  • Access to all pertinent data: entitlement verifications, warranties, installed products, parts, accounts, cases and more
  • Smart Business Docs to create service reports, invoices, etc. and have customers sign them while on site

Smartphones

Your techs need to travel light, but that doesn’t mean they don’t need the power of the entire organization behind them. ServiceMax in addition to our native iOS app, ServiceMax Mobile for iPhone, ServiceMax supports other smartphone platforms such as Android, Windows or Blackberry, via the Salesforce1 platform and any HTML5 compatible browser. ServiceMax access from a smartphone means your techs stay in touch with each other and headquarters, while management stays abreast of key customers and critical issues.

BENEFITS

  • Speed dispatching and increase technician utilization rates by keeping them informed in the field, not driving back to the office
  • Reduce errors and speed billing by capturing all service details onsite, even in remote locations
  • Decrease work order creation time, and debrief and close work orders, regardless of connectivity
  • Increase first time fix rates by keeping techs connected to experts and each other while troubleshooting
  • Improve first time fix rates by providing in-depth product documentation, schematics, and diagnostic testing applications in the field
FEATURES

  • Access to calendars, work orders and details, service history, service knowledge database and inventory levels
  • Remotely request parts, capture time and material details, accept or reject work assignments, record work details and status changes, and setup follow up activities
  • Enable technicians to capture all field service details, even when technicians work out of network range
  • One-click synchronization when back in network range
  • Instant collaboration with peers and company experts via ServicePulse

Laptops

Mobility doesn’t have to mean sending your technicians or engineers to a remote location armed only with a phone. For many industries, a laptop is critical to run diagnostics, access schematics or interface with other applications. Make sure your techs can access every detail with a field-ready mobile solution, whether internet connectivity is available or not.

ServiceMax Mobile for Laptops enables your remote workers to utilize a full, rich field service application without worrying about connectivity. Our HTML5-based solution for laptops boasts a consistent experience across our web and mobile apps, ensuring an experience that is modern and intuitive – not an “offline client” afterthought.

BENEFITS

  • Speed dispatching and increase technician utilization rates by keeping them informed in the field, not driving back to the office or searching for a wi-fi signal
  • Increase technician effectiveness and first time fix rates, by providing mobile access to customer and product knowledge
  • Speed cash flow by empowering techs to debrief work orders and capture signatures on the spot
  • Sell more services by providing service technicians up-sell and cross-sell recommendations and access to current pricing
  • Improve first time fix rates by facilitating knowledge and real-time collaboration in the field with ServicePulse, and by providing in-depth product documentation, schematics, and diagnostic testing applications in the field
  • Get up and running fast by utilizing our field-ready mobile apps – no coding needed, just configuration
FEATURES

  • Supports Windows 7 & 8
  • Built using HTML5 to ensure a consistent experience across web and mobile applications
  • Seamless store and forward capabilities, so that technicians can access customer or product information or capture service details remotely, regardless of internet connectivity
  • Single sign on (SSO) and OAuth 2.0 support to ensure faultless, secure access
  • Configure once, deploy everywhere; ServiceMax’s Infinity Frameworkprovides process workflows and wizards that keep techs on track, regardless of which device they use
  • Calendar view of work orders and associated tasks that can be dynamically changed
  • Advanced data validation during data entry ensures data integrity even if connectivity is not available
  • Access to all pertinent data: entitlement verifications, customer history, location, contacts, product service history, repairs, warranties and more
  • Smart Business Docs to create service reports, invoices, etc. and have customers sign them while on site via an external signature capture pad (such as the Topaz, hardware sold separately)

Resources

  • ServiceMax Suite

  • ServiceMax Mobile for iPhone Datasheet

  • ServiceMax Mobile for iPad Datasheet

  • ServiceMax Mobile Datasheet

  • ServiceMax Mobile for Laptops Datasheet

  • Best Practice Guide - Flawless Dispatch and Work Order Management

  • Recorded Webinar: Want to Delight Your Customers? There's an App for That!

  • Recorded Webinar: iPads at Work

  • White Paper: Five Drivers Enabling the Field Service Mobile Revolution

  • White Paper: What You Need to Know About BYOD

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Mobile Field Service Management Overview

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