Erickson Living Modernizes Service Operations With ServiceMax to Improve Resident Satisfaction

Continuing care provider finds new operational efficiencies and decreases reporting errors after implementing cloud service platform with support from ForeFront

PLEASANTON, Calif.--() -- ServiceMax, a GE Digital company and the leader in cloud-based field service management solutions, and ServiceMax Gold partner ForeFront, a global technology consulting firm, announced today that Erickson Living has successfully deployed ServiceMax’s end-to-end field service platform. Automating manual tasks and gaining visibility into the entire service process has unlocked business value for the continuing-care leader.

For Erickson Living, a national leader in managing and developing continuing care retirement communities, poor visibility and error-filled manual processes similarly distracted it from its core mission to better its residents’ lives. ServiceMax’s field service platform solved the company’s impending complications by adding operational efficiency, which cleaned up a previously antiquated work order creation/closure process. This has led to improved resident satisfaction by having a clearer insight into scheduling and performance. Erickson is currently at approximately 50 percent adoption of the application through the phased rollout and anticipates deployment completion in July.

“We want to provide our residents with the highest quality of life possible, and a responsive service system is absolutely a key part of that,” said Erik Jost, Corporate Regional Director of Maintenance and Engineering, Erickson Living. “If we had stayed with our legacy patchwork system to handle everything, we simply would not have been able to evolve our residential offerings and scale as we wanted to. ServiceMax and the automation capabilities it provided let us focus on improving service for our residents by eliminating system inefficiencies. ForeFront’s deep technical knowledge of the force platform and ServiceMax was top notch. In addition, their agile approach moved our project forward at the speed of light, without impacting the quality of the service provided.”

“A service organization should never hold back a company’s ability to grow, but too often these parts of companies are rife with time-consuming manual processes, bad data and slow reporting,” said Blake Wolff, Senior Vice President, Professional Services & Alliances, ServiceMax. “By modernizing the system on which service organizations run, it unlocks tremendous business value in terms of customer satisfaction, revenue growth and profitability and we’re thrilled to see these new customers well on their way to realizing this.”

ServiceMax will be hosting a webinar 9 a.m. PT Thursday, Feb. 23, featuring Erickson Living's IT Service Director Eric Maier, who will be discussing how Erickson Living partnered with ServiceMax and ForeFront to streamline their operations, delight their customers, and keep their employees engaged with the latest technology. For more information and to sign up, please visit our website

About ServiceMax

ServiceMax, a GE Digital company, leads the massive global industry of field service management software – an estimated $25 billion market worldwide. The company continues to reimagine and create solutions for the 20 million people globally who install, maintain, and repair machines across dozens of industries as the leading provider of complete end-to-end mobile and cloud-based technology for the sector. ServiceMax goes to every length -- from joining technicians on service calls to publishing the industry's leading online publication -- to help customers discover untapped innovation, unleash new revenue streams, drive efficiency, and most importantly delight their end-customer. To learn more, please visit

About ForeFront

ForeFront is a global technology consulting firm. Our expertise enables enterprise-wide digital transformation through cloud strategy, systems integration, agile delivery, and change management of custom applications. We work with technology disruptors to accelerate business transformation and solve some of the industry’s most complex challenges in life sciences, retail, media, and high-tech. Our commitment is to keep your business at the forefront.


Elliott Burr, 925-621-1434
Allie Burnaford, 732-212-0800