High Tech Manufacturing
High Tech Manufacturing organizations 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 - Global Supply Chains:
High Technology manufacturing companies tend to have global supply chains with multiple manufacturing partners. Product issues need to be instantly visible to the complete supply chain downstream.
ServiceMax Solution:
ServiceMax offers sophisticated partner process functionality, specifically designed for the Field Service industry that no other large field service application vendor provides. The partner portal enables partners to access work orders based on pre-defined partner visibility rules and perform all field service functions. And you get comprehensive dashboards and reports to monitor and assess partner performance.
Field Service Challenge - Complex Parts:
High Tech equipment servicing can require complex and expensive parts movement.
ServiceMax Solution:
ServiceMax’s Inventory and Parts Logistics modules enable you to manage both forward and backward logistics for the sophisticated parts movement that your technology equipment requires. The sophisticated parts logistics functionality in ServiceMax includes capability to request, ship and track parts movement between warehouses, truck stocks and customer locations including RMAs, in addition to performing inventory updates on the appropriate location.
Field Service Challenge - Differentiated Service Offerings:
High technology product companies selling commoditized products are increasingly relying on better and efficient service offerings not only as differentiators but also as revenue generating businesses.
ServiceMax Solution:
By capturing all the customer details including installed products, warranty, service contracts and entitlements, locations and parts availability, ServiceMax Installed Base Management module ensures that entitled customers are well served and billed accurately while “non-entitled” customers are upsold new service contracts minimizing warranty revenue leakage.
Field Service Challenge - Mission Critical Products:
Any product downtime results in significant negative consequences. You need to not only maintain these assets but also to proactively address issues, possibly even before the customers raise them.
ServiceMax Solution:
ServiceMax offers a highly configurable preventative maintenance feature that enables you to define, create and execute preventive diagnostics plans to autocreate cases/work orders, and auto assign technicians to automatically created maintenance tasks. ServiceMax offers the field service industry’s most innovative Chatter functionality. Product Chatter uses device monitoring technology to send online notifications (chatters) when customer systems are down enabling you to proactively resolve issues even before customers raise them to you.
Field Service Challenge - Workforce Optimization:
Many high technology products need a highly skilled workforce to maintain and serve customers. Unfortunately, skill levels are scarce and need to be managed efficiently.
ServiceMax Solution:
The Advanced Scheduling and Workforce Optimization modules enable dispatchers to assign the right technician to the right job based on skills and proximity thereby ensuring higher fix rate and customer satisfaction. The Optimization module also ensures that the technicians’ schedules are fully utilized for the type of skill that the technician possesses.
Field Service Challenge - Service Partner Management:
Many high tech 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:
High tech 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 high 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 - 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 - ERP Integration:
High tech 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 - Field Service Challenge - Scarce IT Resources:
Though the service requirements of high tech 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 high tech companies, 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.
