Press Release

ServiceMax Revolutionizes Reverse Logistics With Release of Summer '12

New Module, Built on Industry Leading Parts Logistics Offering, Now Supports Returns, Repairs and Exchanges Within Complex, Global Service Networks

Pleasanton, CA – August 1, 2012 —ServiceMax, the award-winning creators of the first and only complete suite of cloud-based, mobile and social field service applications, today announced the latest release of ServiceMax, Summer ’12. Featured in Summer ’12 is Service Parts & Reverse Logistics with new, extensive functionality to help global service organizations automate and optimize their returns, repairs, refurbishments and exchanges across various hubs, depot repair centers and suppliers, all in the cloud.

Service Parts & Reverse Logistics is built to model, track and support complex service relationships all while keeping the original customer in the context of the parts and repairs moving through the system. This provides accuracy and automation of the entire service chain, reduces total turnaround time for the customer, and provides visibility to all involved parties including the support center agents and customers.

With ServiceMax, service organizations have the flexibility to perform both traditional field service and complex depot repair based on the nature of a service request, increasing efficiency and ensuring companies meet their SLAs and solve customer problems as quickly as possible.

One of ServiceMax’s large electronics manufacturing customers is currently implementing this new functionality to manage hundreds of thousands of returns annually across its extensive worldwide service network.

“ServiceMax is focused on innovation that solves significant service industry problems leveraging the power of the cloud, mobile and social technology,” said Dave Yarnold, CEO of ServiceMax. “Service Parts & Reverse Logistics is our latest feature that is helping global companies create seamless global service networks to ensure the highest levels of efficiency and delightful, profitable and lasting relationships with every customer.”

ServiceMax Summer ’12 also includes:
Enhancements to Service Flow Manager
Barcode scanning via iPad camera
GPS tracking on iPad mobile
SFM search on iPad mobile
Addition of Dutch (generally available), and Italian (pre-release) translations
“As service chains become more complex, increased visibility and operational efficiency is more integral to the success of service operations. Top performing organizations leverage enhanced service parts planning and reverse logistics capabilities (75% and 50%, respectively) to reach this heightened level of insight,” said Aly Pinder, Senior Research Associate with Aberdeen Group. “Our recent survey, detailed in the report ‘Optimizing the Service Supply Chain’ , shows that these top performing organizations achieve significantly higher returns in key customer-facing and operational metrics, such as an 88% customer retention rate (versus 55% for all others) and a 32% average increase in spare parts inventory turns over the previous 12 months (versus a 2% decrease for all others).”

Join ServiceMax for a free webinar overview of ServiceMax Summer ‘12 on August 8th at 9am PT. Please register here to attend.