How does ServiceMax Contractor Management improve your service execution?
Field Engineer Productivity
Net Promoter Score
ServiceMax ensures that technicians – both your own employees or third party contractors – are well-equipped to exceed your customers' service expectations. Our service execution platform enables remarkable results like these.
The average ServiceMax customer increases field productivity by 23%, net promoter scores by 20%, and reduces service costs by 14%*.
Get insights from IDC analyst Aly Pinder into how to leverage contractors for your service execution
IDC predicts that by 2020 about 20% of service will be delivered by contractors.
In this 2min video, Aly Pinder, Program Director at IDC outlines how to achieve and measure success when outsourcing service work to third parties. Referring to his full research note, Aly touches upon how working with contractors is more than just handing off work orders and what service organization need to be aware of.
Outsource work and deliver top services to your customers
For all the outsourcing goals you have set out to achieve, your contracted partners are your direct line to your customers. To be optimally prepared for their jobs, and to hit their SLA goals, they have to always be current on work orders, parts, service and equipment history, entitlements, or documentation. Third-party technicians need to communicate with you and each other in case problems arise.
With the ServiceMax Partner Community, you can securely share information with your partners, get real-time visibility into your partners’ operations to ensure their accountability, and manage your customers’ experience.
Quickly implement a partner portal that is fully integrated with the ServiceMax platform
Customize the portal to reflect your brand
Create as many partner communities as you need, and manage them centrally
Leverage prebuilt dashboards and reports for real-time visibility into your partners’ activities, and share real-time performance insights with them
Assign work orders to partner companies, individual 3rd-party engineers, or a pool of contracted and qualified technicians
View and Update Existing Work Orders
Upon assignment, partners will see their work orders in the portal and within a given timeframe, must accept or reject them.
Utilize built-in sharing rules to securely and efficiently share information across partners, currencies, languages, and locations
Safeguard your community with proven security technology from Salesforce
Provide partners with mobile apps to make their field workforce more productive
Enable your contractor’s field technicians to generate new work orders for follow-on jobs, determine the maximum cost per work order, and implement corresponding approval workflows
Let your contracted partners search for historical work orders or filter them by status
Give your partners insights into customer entitlements, and help them increase their billable time and new contract sales
Provide partners the same information as your own workforce to ensure that parts are accounted for and work is completed efficiently
Interact with third-party technicians at job site to quickly resolve any potential issues
Keep your partners aware of changed parts, updated configurations, or new equipment calibration
Give partners insight into their operations and success through ServiceMax Reports & Dashboards
Use ServiceMax Collaboration and Knowledge for real-time communication on products, services, customers and prospects
Consolidate your communication in one location and apprise partners of new service policies, procedures, upcoming events, training, or certifications programs
Define service partner resources, personnel and availability to manage schedules and assign work orders
Allow partner teams to view work orders, inventories and entitlements, create time and material details, complete and debrief work in the field
Give partners insight into their operations and success with ServiceMax Reports & Dashboards
Collaborate using ServiceMax Collaboration and Knowledge for real-time communication on products, services, customers and prospects
Maintain different communities for multiple partners or enable role-based permissions to securely share information across partners
IDC Analyst Connection: Excelling at Service Delivery with a Hybrid Workforce
Service Delivery Excellence with a Hybrid Field Workforce
The Cornerstones of Service Outsourcing
"The nature of work in the manufacturing industry is changing. [...] Over the next three to four years, a manufacturer's top business priorities will be to improve revenue and expand to new markets. The contractor's role thus will continue to increase and become more critical as manufacturers look to deliver on these business goals."
Aly Pinder, Program Director, Service Innovation and Connected Products at IDC highlights pertinent areas and provides you with actionable recommendations.
Which Field Service Contractor Management Model Is Right For You?
Successfully outsourcing field service work to contractors is more than just handing off work orders to third-party technicians. To get it right, you need to be aware of common contractor engagement models, as well as their uses cases and limitations. View this 30-minute webinar to understand the growing adoption of outsourcing by TSIA Field Services members and the primary drivers for these initiatives. You’ll also learn how to get a jumpstart on developing your field work outsourcing strategy. Using practical customer examples, we will take a close look at the pros, the cons, and lessons learned.
Contractor Management with ServiceMax Partner Community
Boost the flexibility of your field workforce with third-party technicians.
In field service, it is all about the customer focus, their experience is the measure of your success. To increase your geographical coverage, to meet seasonal demand, or for specific types of work, you may need a capacity boost from third-party technicians. Or you outsource all your field service activities to contracted partners.
ServiceMax Partner Community addresses your demand for real-time visibility into your partners’ operations to ensure their accountability, and your customers’ experience. It makes your service channel transparent and lets you securely share information with your partners, empowering them to deliver great service on your behalf.