ServiceMax Asset 360 for
Salesforce

Service organizations are facing unprecedented times. Customer needs and expectations have risen dramatically, while regulations and process enforcement are tougher. Service delivery must become more efficient, predictive and prescriptive, and data is crucial for de-risking service operations and delivering high-margin service offerings.

ServiceMax and Salesforce have joined forces to deliver an unparalleled solution that drives operational efficiency with 360-degree view of assets on the world’s #1 CRM platform. Natively built on Salesforce Field Service, ServiceMax's Asset 360 solution delivers complete visibility into assets in the field so companies can maximize asset performance. This new insight empowers service leaders to shift to outcome-based business strategies that propel their business forward in an age where service is a leading differentiator.

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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
Empower Sales and Account Teams to Drive Upsells and Renewals
Get Actionable Insights from Service Analytics

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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 Asset 360, all parts of the service organization including call center agents, remote experts, contract administrators, quality managers, and field technicians can access critical information about an asset’s entitlement, 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, Asset Service Coverage 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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Asset Service Coverage across all personas (field technician, customer-facing teams, end customer)

Warranty, Contract, & Entitlements Management

Preventing revenue leakage by managing warranties and contracts accurately and efficiently helps you protect your service margins.

Asset 360’s warranty, contract, and entitlement 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
Take advantage of Service Contract APIs that automate service contract creation from Salesforce Revenue Cloud
Automate entitlement visibility for the back office and on the technician mobile app to ensure SLA commitments are met and stop giving away free labor and parts
Get access to prebuilt analytics and dashboards such as Renewal Insights and Service Profitability Indicator to understand your actual costs against the expected service contract margin

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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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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 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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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: end customer demands for self-service and greater visibility into service process; and the challenge of maintaining complete and accurate asset data.

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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. ServiceMax Asset 360 customers can take advantage of the Salesforce Field Service mobile app. 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, view entitlement information, update work orders, initiate return orders for depot repair, and more. Available on any iOS or Android device.

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Scheduling & Optimization

Built natively on Salesforce Field Service, Asset 360 is developed on standard objects to take advantage of the latest emerging technologies such as AI, Einstein, and IoT. Asset 360 and Salesforce Field Service work together to deliver schedule optimization that seamlessly tracks from the dispatcher, to the field technician, to the asset — no integrations required. Powered by a schedule optimizer, the dispatcher console does the work for you by generating an optimal schedule according to your priorities and constraints. The dispatcher console includes an appointment list, easy-to-reach scheduling actions, a dynamic Gantt chart, an interactive map, and a highly customizable interface. 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. Asset 360 solution makes contract and warranty data available and equips everybody in your service organization with a real-time view into key performance metrics. With highly configurable dashboards that surface actionable insights such as Cost-to-Serve and Service Profitability, service organizations can become more proactive, make data-driven decisions, and mitigate risk.

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Dashboards for Service Profitability and Cost-to-Serve

Ready to see more?
Check out these Asset 360 resources

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Learn how Asset 360 for Salesforce can help you improve technician productivity and customer satisfaction.

Asset 360 Winter ’22 Release is Here: Enhanced Sales and Service Interactions,
Service Analytics, Templatized Approach to Service Contracts and More

ServiceMax Asset 360 for
Salesforce