Contractor Management

Leverage Third-Party Technicians to
Boost the Agility of Your Service Business

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How does ServiceMax Contractor Management improve your service execution?

+23%

FIELD ENGINEER
PRODUCTIVITY

+20%

net promoter
score

-14%

service
costs

With ServiceMax Asset 360 for Salesforce and ServiceMax Core, we ensure that technicians, whether your own employees or third-party contractors, can exceed your customers' service expectations. We help you achieve remarkable results like these:

The average ServiceMax customer increases field productivity by 23%, net promoter scores by 20%, and reduces service costs by 14%*.

*Average ServiceMax customer results

Webinar

[Innovation Series] The Do's and Don'ts of Contractor Management

Watch-On-Demand

2018 Contractor Management with IDC Analyst Aly Pinder

Get Insights From IDC Analyst Aly Pinder Into How To Leverage Contractors For Your Service Execution

IDC predicts that by 2020 about 20% of service will be delivered by contractors.

In this 2-minute video, Aly Pinder, Program Director at IDC, outlines how to achieve and measure success when outsourcing service work to third parties. Referring to his full research note, Aly touches upon how working with contractors is more than just handing off work orders and what service organizations need to be aware of.

Listen to his perspective, then read the companion piece IDC Analyst Connection.

Manage Your Third-Party Technicians

Outsource work and deliver top services to your customers

For all the outsourcing goals you have set out to achieve, your contracted partners are your direct line to the customers. To be optimally prepared for their jobs, and to hit their SLA goals, your contractors must be current on work orders, parts, service and equipment history, entitlements, and documentation. Third-party technicians also need to communicate with you and each other in case problems arise.

With the ServiceMax Partner Community, you can securely share information with your partners, get real-time visibility into your partners’ operations to ensure accountability, and manage your customers’ experience.

Quickly implement a partner portal that is fully integrated with your application
Customize the portal to reflect your brand
Create as many partner communities as you need, and manage them centrally
Assign work orders to partner companies, individual 3rd-party engineers, or a pool of contracted and qualified technicians
View and update existing work orders
Upon assignment, partners will see their work orders in the portal and must accept or reject them within a given timeframe
Utilize built-in sharing rules to securely and efficiently share information across partners, currencies, languages, and locations
Allow partner teams to view work orders, inventories and entitlements, create time and material details, and complete and debrief work in the field
Interact with third-party technicians at job site to quickly resolve any potential issues
Provide partners with mobile apps to make their field workforce more productive
Enable your contractor’s field technicians to generate new work orders for follow-on jobs, determine the maximum cost per work order, and implement corresponding approval workflows
Let your contracted partners search for historical work orders or filter them by status
Give your partners insights into customer entitlements, and help them increase their billable time and new contract sales
Provide partners with the same information as your own workforce to ensure that parts are accounted for and work is completed efficiently
Keep your partners aware of changed parts, updated configurations, or new equipment calibration
Safeguard your community with proven security technology from Salesforce
Consolidate your communication in one location and apprise partners of new service policies, procedures, upcoming events, training, or certification programs
Define service partner resources, personnel, and availability to manage schedules and assign work orders
Maintain different communities for multiple partners or enable role-based permissions to securely share information across partners
Leverage prebuilt dashboards and reports for real-time visibility into your partners’ activities, and share real-time performance insights with them

PUBLICATION

IDC Analyst Connection: Excelling at Service Delivery with a Hybrid Workforce

Service Delivery Excellence With a Hybrid Field Workforce

The Cornerstones of Service Outsourcing

"The nature of work in the manufacturing industry is changing. [...] Over the next three to four years, a manufacturer's top business priorities will be to improve revenue and expand to new markets. The contractor's role thus will continue to increase and become more critical as manufacturers look to deliver on these business goals."

Aly Pinder, Program Director, Service Innovation and Connected Products at IDC highlights pertinent areas and provides you with actionable recommendations.

Learn More