Communications Equipment
Communications Technology and Service Providers face many challenges in their service operations. ServiceMax’s complete suite of cloud-based field service solutions helps you meet and exceed these challenges to achieve hyper-efficient operations and deliver customer delight.
Field Service Challenge - Big Geography, Many Technicians:
Many communications technology and service providers have a large number of technicians distributed over large geographical areas to install and serve its customers. This complexity needs to be managed efficiently.
ServiceMax Solution:
The Advanced Scheduling and Workforce Optimization (OptiMax) modules enable dispatchers to assign the right technician to the right job based on skills and proximity thereby ensuring higher fix rate and customer delight. OptiMax ensures that the technicians’ schedules are fully utilized, minimizing the overall cost of the technicians’ schedules in an entire service territory.
Field Service Challenge - Service Partner Management:
Many communications technology and service provider companies rely on partners to not only sell products but also to service them. There is a need to provide partners with timely access to not only service orders but also relevant customer, install base, entitlements and parts information.
ServiceMax Solution:
ServiceMax offers sophisticated partner process functionality, specifically designed for the Field Service industry. The Partner Portal gives partners access to work order information based on pre-defined partner visibility rules. ServiceMax Reports & Dashboards enable you to monitor partner work details and assess performance.
Field Service Challenge - Sales & Service Together:
Communications technology equipment that is more expensive and valuable is usually sold with pre-agreed service contracts and SLA commitments. Knowledge of customer from the sales cycle to the service lifecycle is key.
ServiceMax Solution:
ServiceMax is built and delivered on the Force.com cloud-computing platform from salesforce.com. ServiceMax extends the salesforce.com Service Cloud solution to field service and is tightly integrated to the SalesForce.com CRM. This CRM integration enables companies to track and monitor the full life cycle of the customer so the best service agreements and contracts are up-sold. Delight customers while maximizing your revenues.
Field Service Challenge - Mobile Access to Information:
Capital-intensive communications technology products are usually serviced at customer locations. The same holds true for mass-market communications products where technicians visit consumers’ locations to install and diagnose. It is imperative that technicians have all the information they need on their mobile or handheld device.
ServiceMax Solution:
The ServiceMax Mobile solution is accessible via BlackBerry, iPhone, Windows Mobile and other popular mobile devices. The mobile features include the capability to push work orders to technicians in the field and provide them with relevant customer details, installed base and parts information. Technicians can perform work order updates, inventory checks, and more. In addition, under challenging internet or wireless connectivity circumstances, technicians can use the offline capability that ServiceMax offers to perform functions offline that can be synced later when online.
Field Service Challenge - Competitive, yet Profitable:
Communications technology and service provider companies selling commoditized products/services are increasingly relying on better and more efficient service offerings not only as differentiators but also as revenue generating businesses.
ServiceMax Solution:
By capturing all the customer details including installed products, warranties, service contracts and contract entitlements, locations and parts availability, ServiceMax Installed Base Entitlements ensures that entitled customers are well served, invoiced and billed accurately while “non-entitled” customers are upsold new service contracts minimizing warranty revenue leakage.
Field Service Challenge - Analyze and Re-analyze:
Recurrent quality issues of products at customer sites can negatively impact brand image and the company’s top and bottom line. Management needs to analyze the service operations effectiveness and results on a regular basis.
ServiceMax Solution:
ServiceMax delivers industry leading Field Service Reports and Dashboards that enable management to make the right strategic business decisions. Gain insight on key operational questions such as “Who are the customers with recurrent service issues?”, “Who are the technicians who worked on certain type or segment of customers?”, “what are the skill levels of those technicians?”, “what service contracts resulted in the higher revenue?”
Field Service Challenge - Track the Parts:
Communications Technology equipment servicing requires quick and agile parts movement and RMAs.
ServiceMax Solution:
ServiceMax’s Inventory Depot Repair and Parts Logistics modules manage both forward and backward logistics for the fast parts movement that your industry requires. The sophisticated parts logistics functionality in ServiceMax includes capability to request, ship and track products and parts movement between warehouses, truck stocks and customer locations including RMAs in addition to performing inventory updates on the appropriate location.
Field Service Challenge - ERP Integration:
Communications technology manufacturers require complex and customized ERP and other systems. Any new technology solution should seamlessly integrate with such pre-existing systems.
ServiceMax Solution:
By leveraging the Force.com platform, ServiceMax alleviates many of the concerns over ERP and other on premise software and systems integration. Unlike traditional vendors who offer a separate suite of complex integration products as part of an expensive middleware (that itself need to be integrated with each and every application), Servicemax leverages the proven cloud computing model where each and every process/function is designed as a service that can be easily integrated with other applications including those that are either in the cloud/outside the firewall or on-premise/Inside the firewall.
Field Service Challenge - Scarce IT Resources:
Though the service requirements of communications companies are increasingly becoming important, the service business units do not have the wherewithal to deploy and maintain expensive and complex IT systems in-house.
ServiceMax Solution:
ServiceMax’s end-to-end field service management suite is delivered in the cloud. By taking advantage of the benefits of cloud computing, companies get the benefit of a deep and broad field service solution without additional IT capital or operational investments.
Field Service Challenge - You’re Unique:
While ServiceMax addresses the needs of a majority of communications companies and servicers, your business may have special needs that may be unique to your organization.
ServiceMax Solution:
ServiceMax Services offers tailored implementation and customization packages to fit any of your needs to the ServiceMax suite. And the flexible, extensible Force.com platform allows you to build and add your own functionality at your own pace.
