Hyster-Yale & ServiceMax: Transforming Materials Handling

ServiceMax & Salesforce joined forces to deliver an unparalleled solution that drives service profitability & operational efficiency with a 360° view of assets on the world’s #1 CRM platform.

Drawing on Salesforce data objects and backend capabilities, Asset 360 enables asset-centric use cases by adding purpose-built business logic, engines, and automation to the Salesforce platform.

Diagram of Asset 360 on the Salesforce platform
Product screenshot on a desktop monitor: Entitlements

Set the Best Course for the Future by Securing the Profitable Growth of Your Service Business

Make Service & Parts Leakage a Thing of the Past

Asset 360 automates the entitlement process and gives all your customer-facing teams full visibility into contracts and warranties and informs them about relevant contractual details… [+]
Asset 360 automates the entitlement process and gives all your customer-facing teams full visibility into contracts and warranties and informs them about relevant contractual details, so they never give away work and parts for free—and you can invoice correctly and quickly. Now, when asked to do extra work, your service staff can provide an accurate quote to the customer because they know what to charge for parts, and labor. No longer do you risk losing money by giving away parts and labor for free. [-]

Standardize & Automate Your Service Processes

To grow your business and reach your service goals in a post-pandemic world, you need to move beyond pen and paper and start transforming your service operation. [+]
To grow your business and reach your service goals in a post-pandemic world, you need to move beyond pen and paper and start transforming your service operation. Regardless of where you are on your digital journey, ServiceMax will meet you at your level of maturity and recommend the right course of action. With Asset 360, you can:

  • Speed up your processes
  • Increase the profitability of service jobs by slashing the administrative complexity of service-related processes
  • Manage warranty-related tasks and work orders more efficiently to speed up cash flow
  • Pinpoint inefficiencies across all service processes
  • Ensure your customer-facing teams follow standard operating procedures by leveraging best-practice workflows that are core to Asset 360 [-]

Boost the Productivity of Your Service Teams

The jointly developed solution from ServiceMax and Salesforce puts the right tools into the hands of your service professionals to operate at maximum efficiency. [+]
The jointly developed solution from ServiceMax and Salesforce puts the right tools into the hands of your service professionals to operate at maximum efficiency. From work order creation and assignment through job execution and debrief, it provides you with everything you need to increase the productivity of your service personnel including:

  • A robust, feature-rich platform with prebuilt workflows and process templates to help automate your service processes
  • A modern scheduling environment with best-in-class optimization your dispatchers will love
  • Salesforce Field Service mobile app to support your technicians in the field [-]

Don’t Leave Money on the Table with Your Rental Business

Due to shrinking new-sales margins, and customers being hesitant to buy new equipment, more dealers are offering equipment rentals as a profitable new revenue stream. [+]
Due to shrinking new-sales margins, and customers being hesitant to buy new equipment, more dealers are offering equipment rentals as a profitable new revenue stream. Asset 360 helps you grow your rental equipment revenue stream by managing and automating your rental processes. With Asset 360, you’ll find it easy to:

  • Monitor the equipment status and track the rental history for all assets.
  • Know the exact location and status of your equipment, so it is easy for call center agents, end customers, and field technicians to initiate returns, and access information about service history, the as-maintained bill of material, and maintenance status.
  • Sell used rental equipment at a premium by keeping a detailed service record. [-]

Increase Equipment Uptime & Contract Margins

Manage All Your Equipment for Peak Performance & Maximum Profitability

The first step to improving equipment uptime and margins is getting your hands on the right data. Asset 360 helps you harness data at every step of the service delivery chain, culminating in a complete view of all your assets. [+]
The first step to improving equipment uptime and margins is getting your hands on the right data. Asset 360 helps you harness data at every step of the service delivery chain, culminating in a complete view of all your assets. With Asset 360 you get real-time insights into the as-maintained bill of material, status, age, service history, location, and contractual coverage, information that is essential to pull the right levers for improving uptime and profitability. [-]

Are You Getting the Most From Your Preventive Maintenance Plans?

To prevent unplanned downtime for your customers and generate a steady revenue stream for your service organization, your goal is to attach high-value service agreements to each piece of equipment. [+]
To prevent unplanned downtime for your customers and generate a steady revenue stream for your service organization, your goal is to attach high-value service agreements to each piece of equipment. The contracts entitle your customers to regular tire inspections, filter replacements, tune-ups, oil changes and other corrective maintenance services.

With Asset 360, you can not only eliminate leakage but also turn each customer interaction into a cross- and upsell opportunity. Asset 360 provides:

  • Automated entitlement checks when creating cases, work orders, and return orders; as well as the means to resolve conflicts
  • Granular visibility into the coverage by asset, by account, by region
  • Notifications when contracts are up for renewal
  • Demonstrate the value of preventive service to your customers

What’s more, Asset 360 equips you with everything you need to compare performance and contract profitability across product lines, accounts, brands, and manufacturers. This allows you to create customer agreements that guarantee the health of their equipment and keep you profitable. [-]
Product screenshots on a desktop monitor and mobile device

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Asset 360 for Equipment Dealers

Boost Uptime & Profitable Growth While Differentiating Through Customer Experience

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Differentiate Through Service-Driven Customer Experience

Stay Ahead of the Competition by Transforming Your Closing & Billing Processes

Customers prefer quick, easy and digital interactions. Regardless of the great work delivered by your technician,… [+]
Customers prefer quick, easy and digital interactions. Regardless of the great work delivered by your technician, clunky invoicing processes that require a lot of back and forth on both sides are the opposite of a great customer experience. With ServiceMax Asset 360, you can:

  • Eliminate manual processes
  • Reduce the administrative burden for you and your customers
  • Establish digital communication channels with customers [-]

Connect with Your Customers & Empower Them with Instant Self Service

Your customers—the owners and operators of the equipment—want to be empowered. They want to log issues, view equipment information online and have instant access to their service contracts. [+]
Your customers—the owners and operators of the equipment—want to be empowered. They want to log issues, view equipment information online and have instant access to their service contracts. In short, they want better control of their service interactions. With ServiceMax Engage, you get a turnkey mobile app that connects you with your customers. The combination of customer choice and self service is the perfect recipe for improving customer loyalty and asset data quality. [-]
ServiceMax Engage mobile app screenshots

ServiceMax Expertise in Dealer Networks

  • Material Handling Equipment
  • Industrial Equipment
  • Building & Construction
  • Industrial Trucks
  • Agriculture Equipment
  • Mining Equipment
  • Heavy Machinery
  • Storage & Handling Equipment
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"ServiceMax is enabling us to do things we haven't been able to do before. It's allowing us to get the right pieces to the right places at the right time, which greatly impacts our efficiency and efficacy."

Ed Blau

VP and General Manager

"We are changing the conversation with customers. For organizations, we are talking about data and how we give them insights into their operation. And for homeowners, our insights allow us to deliver a previously unreachable level of safety and service. The conversation is not about price. It is now about extending the life of assets and maximizing uptime."

Kevin Rusin

CFO

"There’s no way we would have survived the COVID-19 crisis without ServiceMax. With our system, we truly haven’t missed a beat."

Nicholas Nicolini

VP of Operations

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