Maximize Asset Performance & Differentiate with Service

Faced with a new reality and the relentless march of digitization, companies across all industries are reimagining how they operate. Requirements for equipment performance have intensified while customer expectations of service continue to rise. To thrive, service organizations must advance beyond the standard break-fix model to ensure uptime, profitable growth, and customer satisfaction.

Our Asset 360 solution delivers complete visibility into your service operation, allowing you to maximize equipment uptime, reduce costs, and adopt outcome-based service models. Natively built on Salesforce, Asset 360 enables service organizations to:

  • Accelerate Time to Value
  • Reduce Warranty and Contract Leakage at Scale
  • Maximize Contract Attach Rates & Renewals
  • Manage Recalls, Change Orders, and Product Modifications with Minimum Effort
  • Automate Parts, Return & Depot Repair Processes
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Assets

To deliver reliable uptime and ensure customers get the most out of their assets, service leaders and their teams need a 360-degree view of assets. With this view, call center agents, remote experts, contract administrators, quality managers, and field technicians can access critical information about an asset’s maintenance history, contract coverage, serial number and subcomponent attributes, location, and bill of materials. Drawing on Salesforce native data objects, Asset 360 features such as Asset Timeline, Asset Hierarchy and Product Service Campaigns enable all stakeholders to leverage asset data for their purposes. Whether it is to get a holistic view of all past and future activities for an asset, quickly find an asset at a customer location, or manage field change orders and recalls, Asset 360 has you covered.

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Location based view of asset hierarchy

Warranty & Contract Management

Preventing revenue leakage by managing warranties and contracts accurately and efficiently helps you protect your service margins. The next step is to turn your service business into a money-making machine by leveraging contracts. To make this come true, you need to have complete visibility into your installed base, maximize your contract-attach rate, and fully leverage your upsell potential. Asset 360’s warranty and contract features are designed to help you generate a steady and profitable revenue stream from your assets while minimizing costs by preventing leakage and increasing service team productivity.

  • Leverage a templatized approach to quickly create individual service contracts with approved terms and conditions
  • Automate entitlements with Asset 360 to ensure SLA commitments are met and stop giving away unwarranted free work and parts
  • Get access to prebuilt metrics such as Cost-to-Serve to control the profitability of your service contracts and understand the cost incurred by warranties
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Service Coverage

Automation with Service Process Manager and Best-Practice Workflow Templates

Process automation is an indispensable prerequisite to implementing standardized workflows that enforce consistent data capture, mitigate compliance risk, uphold service quality, and ensure maximum efficiency for your service teams as they complete their work. Asset 360’s Service Process Manager is a powerful automation solution characterized by its ease of use. Your business admins get a set of configuration tools to build, modify, and maintain processes of any complexity—without needing to turn to IT for customizations that usually require coding. Unlike other automation tools, Asset 360 comes with more than 60 best-practice workflow templates and transactions out of the box. Complimentary to Salesforce Flows, Asset 360’s packaged templates address any business process within Salesforce Field Service, but are not limited to asset-based applications. The templatized approach shortens time to value significantly.

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Service Process Manager

Parts, Returns & Depot Repair

Missing parts are the number one reason for return visits. It directly impacts customer experience and asset uptime. To avoid negative outcomes, you need to get your parts management right. That means ensuring your technicians have what they need to do their jobs while avoiding over- and understocking. And whereas providing parts to technicians in the field is a standard procedure, managing reverse flow and depot repair processes is more demanding. ServiceMax's Asset 360 solution allows you to reach your first-time fix goals, maintain optimal inventory levels, automate returns, and manage depot repair processes.

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Preventive & Proactive Maintenance

Preventive maintenance is essential for the health of an asset, and manufacturers worldwide offer tailored maintenance plans to their customers. Depending on how many customers, assets, and options you have, the number of maintenance plans can balloon quickly. You can imagine that managing them manually can be very time consuming and error prone – and it is no way to scale a service business. In sync with Salesforce’s time-based, condition-based, and IoT-driven maintenance features, ServiceMax's Asset 360 solution offers features such as a templatized approach to creating preventive maintenance plans so that you don’t have to create every plan from scratch. Together, Salesforce and ServiceMax accelerate the journey from reactive to proactive business models for asset-centric businesses, ensure maximum uptime, and help drive a profitable revenue stream from your assets.

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Proactive Maintenance and IoT

ServiceMax Engage

ServiceMax Engage is an intuitive, turnkey mobile application that connects service organizations with their end customers—the owners and operators of the equipment they service—to improve customer experience and asset data quality. ServiceMax Engage addresses two major pain points facing service organizations: the desire for greater visibility into and involvement with the service process by end customers; and the challenge of maintaining complete and accurate asset data.

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ServiceMax Engage

Zinc Intelligent Remote Service

It is vital for your technicians to connect to people and information that can help them solve issues quickly. If field service solutions don’t include a secure way to communicate, your field service personnel will fall back on using non-compliant, unmanageable consumer apps. Zinc is a secure, real-time communication solution that connects mobile workers with the knowledge and expertise that drives results. Purpose-built for service teams, technicians can connect to experts, the back office, management, and each other using whichever mode works best – including 1:1 or Group Messages, Voice, Video, Hotline Groups, and Broadcasts. Central administration and communication analytics ensure the right people are part of the conversation.

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Mobile Technician App

Bring the power of the latest technology to your field service technicians. Built for offline use, the mobile app presents information in a clean and easy-to-use user interface and arms your workforce with the latest information with in-app notifications. Field service technicians and contractors can share job updates, access knowledge articles, view and update van stock or inventory, generate service reports and more. Available on any iOS or Android device.

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Scheduling & Optimization

Leverage intelligent features to automate and accelerate your scheduling processes instead of relying on overburdened dispatchers to manually build an efficient field service schedule. Powered by schedule optimization, the Asset 360 dispatcher console does the work for you by generating an optimal schedule according to your priorities and constraints. The dispatcher console is the main working space for dispatchers. It features a dynamic map and a highly customizable Gantt chart—showing upcoming appointments and active team members—and helps your dispatchers make the most effective scheduling decisions. Schedule optimization helps you comply with service-level agreements and minimize travel time, overtime, costs, and no-shows.

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Field Service Analytics

To run a successful field service organization, you need data. Understanding key performance metrics and tracking them in real time is imperative to identifying strengths and improving weaknesses in your service operations. Modern field service solutions, like Asset 360, make data readily available for analysis, provide you with actionable insights, and empower you with comprehensive self-service capabilities.

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