Monday 1 December 2014 – Leading field service management specialist, ServiceMax, has become the industry’s first service automation solution to be designated as a Service Capability and Performance (SCP) Standards, Compliant Automation Solution. Awarded by San Diego based Service Strategies Corporation, the global administrator of the SCP Standards program, in cooperation with its European partner Noventum Service Management, the designation was presented during the ServiceMax Live event held earlier this month in Paris, France.
Created by a consortium of leading technology companies, the Service Capability & Performance (SCP) Standards help companies increase service quality and effectiveness, define best practices for delivering world-class service, and establish a framework for continuous improvement. The SCP Standards address such disciplines as field service, customer support and professional services. Industry leading companies that have adopted the internationally recognized standards include Advent Software, Bobst Group, Epicor Software, Fresenius-Kabi, Fuji Xerox, McKesson Corporation, Schneider Electric, Teradata Corporation and many others. With approximately 200 participating organizations and over 1500 certification audits performed worldwide, The SCP Standards represent the most widely adopted service quality program available today.
Presenting the award, Hilbrand Rustema, managing director of Noventum Service Management, who evaluated the ServiceMax Field Service solution, commented, “ServiceMax has done particularly well when we look at their actual implementation record and how well they performed with regards to their customers’ project objectives. Their technological solution and business vision fits very well with the requirements of the SCP Standards. The company is well positioned to address the rapid developments and ever increasing requirements of service businesses.”Blake Wolff, senior vice president of ServiceMax, added, “We’re delighted to be the first service automation solution to achieve SCP compliance. It’s a reflection of our on-going commitment to helping our customers increase the quality of the service they deliver every day to their respective customers worldwide.”
The SCP Solution Compliance program provides a way for vendors of service automation technologies to gain accreditation against the SCP Standards through a thorough review process. To achieve the designation as an SCP Compliant Solution, vendors must successfully complete a detailed comparison of their solution against the standards criteria. As a result, business can be confident that implementing such solutions will help them adhere to best practices and service industry standards, which will result in higher quality service for their clients. While the SCP Standards have been used by service organizations around the world for the past 17 years, the solution compliance program is new. This new component of the SCP Standards portfolio will further assist service organizations in identifying best in class solutions that enable delivery of the highest quality service and support to their clients.
The IT domains designated compliant as part of the ServiceMax review include: Break / Fix, Preventive Maintenance, E-services, Professional Services Projects: Simple & Medium size Installations, Service Contracts, Warranty Management, SLA’s, Work Order Management, Assignment & Monitoring, Planning & Scheduling, Mobile Field Service, E-service – Customer Portal, Installed Base Management, Partner Management, Field Service Engineers Supply Chain Management, Billing and Service Intelligence.
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2. Background information on Companies
There are more than twenty million field service technicians around the globe, yet today there’s no standard technology for managing the way companies of all types and stripes empower them to truly delight their customers in the field. ServiceMax is rethinking field service and delivering on the promise of cloud and mobile software, powering a new era of field service experiences for their customers’ customers. The impact of ServiceMax is simple: lower costs, greater efficiency, happier customers; all while increasing revenue. ServiceMax has helped customers on average increase productivity through mobile by 26 per cent, service revenue by 22 per cent, and customer satisfaction by 15 per cent. ServiceMax customers include large enterprises such as Tyco, Coca-Cola Enterprises, and Elekta, and smaller businesses like McKinley Equipment and Kinetico. Based in Pleasanton, California, they are a company of innovators, thinkers and doers who care passionately about changing the world of field service. To learn more, please visit www.servicemax.com
Service Strategies Corporation
Service Strategies advances service excellence by helping companies deliver the highest quality service and support to their clients. The world’s leading service providers have adopted Service Strategies’ Service Capability & Performance (SCP) Standards as their roadmap to service excellence and benchmark measure of success. In addition, thousands of service professionals around the world have enhanced their skills through participation in the company’s training and certification courses, while its strategic advisory and consulting services are helping industry leading service organizations optimize business operations and achieve substantial performance gains. For more information about Service Strategies, visitwww.servicestrategies.com
Noventum Service Management
Noventum is a globally operating firm specialising in strategic service management and providing management consulting, training and IT services. Our mission is to use our expertise to unlock the unlimited potential of Service Business in organisations. We help companies develop strategies for profitable and sustainable service-driven growth. Using these strategies, we then help with their design and implementation through our Service Transformation Programmes. With over 200 successful projects and several Fortune 500 clients in our portfolio, Noventum has what it takes to galvanise your Service Business. For more information about Noventum visit our website www.noventum.eu