Mobile Field Service Management Tools | ServiceMax

Mobile Field Service Management

Access everything a connected technician needs, on the spot.

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.

Powered by HTML5, our mobile experience is rich, consistent and powerful whether your users will access the solution via a tablet, smartphone or laptop, ensuring they are never without the information they need to do their job. Organizations have the flexibility to deploy using the device of their choosing, or empower their technicians to bring their own device to work. In addition to the HTML5 browser experience, ServiceMax also delivers a number of native mobile solutions for iPad, Smartphones and Laptops.

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

Who wants to use a bulky, old rugged device? Now ubiquitous, the iPad is ideally suited for life in the field. Our groundbreaking native app, ServiceMax Mobile for iPad, was the first complete field service application available on the iPad. With its touch screen capabilities, portability and easy app installation, the iPad has taken field service to the next level.

Now field technicians have all customer and case history, installed product configurations, parts information, pricing, knowledge bases and social collaboration via ServicePulse 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. In addition, there are additional native capabilities available only on the iPad, such as signature capture on a service report, which helps ensure faster and more accurate billing. 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 fix the issue the first time, provide the best possible service and sell additional service, all on the device your techs will enjoy using.

BENEFITS

  • Improves the productivity of field service teams by combining the incredible usability of the iPad with the complete field service functionality of ServiceMax
  • Delight customers by arriving on-time and well-equipped to solve their issue fast
  • Decrease work order and service report creation time; quickly tally parts and repair costs, debrief and close work orders and capture signatures on the spot, regardless of connectivity
  • Improve first time fix rates (FTFR) by facilitating real-time collaboration in the field with ServicePulse and FaceTime; bring the knowledge of the entire organization to every customer visit
  • Sell more services by keeping service technicians well informed with full customer, product, and work order history, as well as providing up-sell and cross-sell recommendations and access to real-time pricing
  • Speed dispatching, reduce drive time and increase technician utilization rates by keeping them informed in the field with route planning and driving directions, not driving back to the office
  • Decrease administration and day sales outstanding and improve the accuracy of billing with real-time signature capture while on-site
FEATURES

  • 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 to ensure seamless, secure access
  • Configure once, deploy everywhere: ServiceMax’s unique Infinity Framework enables configuration of workflow and wizards (Service Flow Manager, or SFM), business rules (advanced data validation) and search (SFM Search) just once, and then deploys these configurations to both the web and mobile applications instantly
  • Accessible customer and product data so that everyone – from service technicians to the sales team to product managers - has instant access to important information
  • Access to a rich media knowledge base so technicians can view videos and product manuals at the customer site
  • Clear and intuitive business processes so users are guided through their specific workflows
  • Calendar view of work orders and associated tasks that can be dynamically changed
  • Route planning and step by step driving directions
  • Access to all pertinent data: entitlement verifications, customer history, location, contacts, product service history, repairs, warranties and more
  • Easy to search for parts and products in trunk stock and the trunk stock of nearby technicians
  • Advanced data validation during data entry ensures data integrity even if connectivity is not available
  • Smart Business Doc templates to create service reports, invoices, etc. and share them with customers while on site
  • Supports attachments right to the work order – easily take a photo/video of the equipment with the iPad’s camera while on site and upload (5MB limit)
  • Summary invoice enables multiple signature captures, PDF creation and integration to email for immediate invoicing
  • Real-time collaboration and problem resolution via ServicePulse and FaceTime

Smartphones

Your techs need to travel light, but that doesn't mean they don't need the power of the entire organization behind them. Whether iPhone, Android or Blackberry, access to ServiceMax via a smartphone helps your techs stay connected to each other and to headquarters, while management stays abreast of key customers and 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

Never let a remote location or lack of connectivity keep your technicians or engineers in the dark. Whether you equip your techs with a Windows laptop or the latest smart device, make sure they can access every detail whether on or offline.

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
  • 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

  • Supports Windows 7 & 8
  • Built using HTML5 to ensure a consistent experience across web and mobile applications
  • Configure once, deploy everywhere: ServiceMax’s unique Infinity Framework enables configuration of workflow and wizards (Service Flow Manager, or SFM), business rules (advanced data validation) and search (SFM Search) just once, and then deploys these configurations to both the web and mobile applications instantly
  • 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 to ensure seamless, secure access
  • Advanced data validation during data entry ensures data integrity even if connectivity is not available
  • Access to calendars, work orders and details, service history, service knowledge database, inventory levels and current pricing details
  • Supports attachments right to the work order – easily attach documents, photos or video (5MB limit)
  • 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
  • Instant collaboration with peers and company experts via ServicePulse

Resources

  • ServiceMax Suite

  • ServiceMax Mobile Datasheet

  • ServiceMax Mobile for iPad 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

Mobile Field Service Management Overview

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