Residential and Commercial Services
Residential and Commercial Servicers 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 - Maximize Each Day:
You need to pack as many service calls into each day, while still maintaining quality and customer delight.
ServiceMax Solution:
The ServiceMax Advanced Scheduling module allows you to efficiently and automatically schedule and dispatch field service technicians. You can route them based on geographic location, customer severity, drive time, or even by prioritizing to the highest value customers. Because you are always sending the right person with the right skills to the right job, you can dramatically increase first time fix rates.
Field Service Challenge - Work Order Handling:
Work orders are the core of your business. You need to track and manage them closely, and ensure that the details are quickly sent to finance for invoicing.
ServiceMax Solution:
With ServiceMax Work Order Management, you can manage field service teams and their territories, as well as the corresponding field activities including creation, assignment, execution, closure and debrief of fieldwork. And you can extend this work order management capability to your partner service teams.
Field Service Challenge - Mission Critical Service Needs:
You have pre-established service contracts in place with your customers and any downtime results in significant negative consequences and loss of revenue. You have to maintain those systems but also to proactively address issues, possibly even before the customers raise them.
ServiceMax Solution:
- ServiceMax offers a highly configurable Preventative Maintenance solution that enables you to define, create and execute preventive maintenance plans to autocreate cases/work orders, and auto assign technicians to automatically complete maintenance tasks.
- ServiceMax offers the field service industry’s most innovative Chatter functionality. Product Chatter uses device monitoring technology to send messages directly from customer systems so you can proactively service the customer the moment the issue occurs.
Field Service Challenge - Sales and Service Together:
When a cross- or up-sell opportunity exists for service, or even product, you want your sales team to know immediately.
ServiceMax Solution:
As a native Force.com cloud application, ServiceMax is tightly integrated to the salesforce.com CRM. With this 360 degree view of the customer, both sales and service have visibility to all history and activities as they happen, ensuring up-sell and cross-sell is maximized, and you can be sure your sales team won’t be blindsided by a service issue at a customer site.
Field Service Challenge - Mobile Access:
Service teams need to have real-time access to the information they need. Equally important, they need the ability to efficiently update corporate when work is completed so you can invoice immediately and increase days sales outstanding.
ServiceMax Solution:
ServiceMax can be deployed on any mobile device including Netbooks, Laptops, BlackBerry, iPhone/iPad, and Windows Mobile. The mobile features include capability to push work orders to technicians on the field, provide technicians with relevant customer details, installed base and even parts information, and allow technicians to perform work order updates, and inventory checks.
Field Service Challenge - Analyze and Re-analyze:
You need aggregate information about what type of work is being performed and how long typical work tasks are taking. You need to measure utilization of existing resources, and ten track profitability and business performance. You need metrics about your business to help you make strategic decisions.
ServiceMax Solution:
ServiceMax offers a powerful analytics platform to deliver industry leading Field Service Reports and Dashboards. Over 50 predefined reports enable management to take the right business decisions after gaining insight on key operational questions.
Field Service Challenge - Keep Costs Down:
Servicers typically run on a low margin, and don’t have big budgets or resource for expensive technology that require significant IT resources.
ServiceMax Solution:
ServiceMax delivers the first and only complete suite of Field Service solutions delivered in a cloud-computing model. By taking advantage of the cloud, companies can take advantage of a complete solution, with a low cost subscription model that minimizes IT capital and operational investments.
Field Service Challenge - You’re Unique:
While ServiceMax has clearly addressed the needs of a majority of residential and commercial 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.
