ServiceMax Knows Field Service Management

Widely recognized as a Field Service Management industry leader, ServiceMax is often praised for our product innovation, customer success and unique market expertise. Since its inception, ServiceMax has delivered many industry firsts, especially in areas of mobility, IoT Connected Field Service and Asset 360™. Our Global Customer Transformation team is staffed with industry experts with decades of field service experience, whose job is to help customers improve their processes and realize a strong ROI from their FSM investments. ServiceMax has some of the highest retention rates in the industry with customers expanding to new regions after seeing the value of the solution. We believe these are just a few of the reasons Gartner named ServiceMax a Leader in the 2020 Magic Quadrant for Field Service Management.

Mobile Field Service

Mobile Field Service

Your inhouse and third-party technicians are always on the go; don’t slow them down with old technology. With ServiceMax Go, our mobile app, technicians see an average 23% improvement in productivity—almost an entire extra day in their weekly schedules without additional overtime. Unlike other apps, ServiceMax Go not only provides information about any work order, location, routing, and asset to be serviced, but is highly configurable and extensible, enabling seamless access to IoT diagnostics, collaboration, asset database, checklists, knowledge base, parts search, and more.

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Zinc Secure Real-Time Communication

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. ServiceMax provides 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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Scheduling and Dispatch

Scheduling and Dispatch

Dispatchers and planners need to operate at maximum productivity to achieve the best outcomes for your service organization. Throughout the full asset lifecycle, dispatchers orchestrate all internal and external activities. That means supporting your dispatchers at every step of the field service delivery chain is key. Service Board, ServiceMax’s scheduling environment, provides comprehensive capabilities that help you improve technician utilization, service efficiency, and your customers’ experience.

Service Board’s modern layout makes work order scheduling easy. Your dispatchers will love working faster with intelligent, one-click recommendations for resources, times, and schedules. And Service Board has more to offer: a powerful search, map layers, personalized views, notifications, shift management, project scheduling, crew management, and many other features that will make your dispatchers more efficient when scheduling service work.

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Work Order Management

Managing work orders is at the center of field service operations. To grow your business, delight your customers, and reach your service goals, you need to move beyond pen and paper and digitize your complete work order process. ServiceMax’s field service software provides you with everything you need to manage and monitor work orders – from work order creation and assignment to job execution and debrief. Field service teams gain: a modern scheduling environment for your dispatchers, a consumer-style app that empowers your technicians in the field, and a robust, feature-rich platform that keeps track of all work performed on your installed base to help you manage your entire service operation.

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Work Order Management
Schedule Optimization

Schedule Optimization

Service organizations with a large distributed field workforce operating across multiple territories and dealing with high volumes of work orders cannot rely on dispatcher skills alone to drive the most effective scheduling decisions. ServiceMax Schedule Optimization, powered by a powerful algorithm engine, creates optimized schedules and routes automatically, in real time, and based on your service organization’s business objectives. Leveraging Schedule Optimization provides you with maximum resource efficiency for any service demand.

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Proactive Maintenance and IoT

As companies move from reactive models of service delivery to proactive service models, ServiceMax is able to support them along the journey. IoT has transformed the way companies operate by delivering real-time equipment data for better decision-making. By feeding asset performance and configuration data into a robust service execution engine, service, maintenance and reliability teams can get to issues before they turn into failures, thereby avoiding costly unplanned downtime.

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Proactive Maintenance and IoT
Installed Base Management

Installed Base Management

To deliver uptime and reliability, service leaders need a complete view of assets. This is possible with Asset 360™, a purpose-built system of record for equipment data. ServiceMax Installed Base stores as-maintained asset data. While servicing the equipment, your technicians can access information about equipment maintenance history, product configuration, exact location, and other critical data to improve their service execution. They can update equipment notes, capture and share configuration photos and videos, email service reports, and more.

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Remote Triage

Unnecessary service visits or “truck rolls” are a major pain point for service organizations, negatively impacting productivity, costs and customer experience. ServiceMax’s Remote Triage offers help. It applies AI and machine learning to historical service data to help service organizations identify cost-effective solutions and avoid unnecessary truck rolls. Embedded within the ServiceMax platform, Remote Triage draws on its data to continuously improve the accuracy of the solutions. Remote Triage guides the user through a series of questions and uses the answers to determine solutions that can be ranked by likelihood of success or cost-effectiveness.

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Remote Triage
Contractor Management

Contractor Management

To achieve your service outsourcing goals with contracted partners, you need to set them up for success. ServiceMax Partner Community makes your service channel transparent and lets you securely share information with your contractors, empowering them to deliver great service on your behalf. Your contractors can look up just about anything: product information, available parts, service contracts, and warranty details.

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Customer Self Service

With ServiceMax Customer Community you can effectively connect to your customers and put them in the driver’s seat. With our feature-rich portal, customers can instantly access asset and troubleshooting information and perform tasks such as create service requests for their assets, view work orders, and see the service history of their installed base. Fully integrated with the cloud-based ServiceMax field service management platform, Customer Community becomes a conduit for your brand and a go-to for your customers.

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Customer Self Service
Parts and Returns Management

Parts and Returns Management

The ServiceMax field service platform ensures you have full visibility into your spare parts across technicians and locations. Wherever you do your repair and maintenance work, and regardless of how complicated your processes are, ServiceMax keeps forward and reverse logistics efficient so you can keep your operations profitable. Named a leader in IDC’s Parts Management 2020 MarketScape, ServiceMax offers features to handle return merchandise authorizations (RMAs), field change orders for asset-driven recall management, depot repair, trigger-based auto replenishment, ad-hoc parts requests, and many more.

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Entitlements

Keeping service contracts, warranties and maintenance plans up to date across customers, assets and locations is difficult to do, yet crucial to monetizing services. The entitlements capabilities of the ServiceMax field service software ensure that vital contract, maintenance and warranty data are accurate and available for every stakeholder of your service organization. For the back-office staff that means accurate billing and clear customer communications. For dispatchers that means seeing detailed contract information for every asset component of the installed base when assigning work orders. For the technician in the field even when working with no internet connectivity, it means their customer price quotes are always accurate. With ServiceMax, you can capture every growth opportunity and ensure that you never give service away for free.

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Entitlements
Service Flow Manager

Service Flow Manager

The ServiceMax Service Flow Manager enables service organizations to adapt processes to market, organizational, and technology changes. The powerful business workflow engine ensures consistent service execution across mobile and web platforms without coding, while adapting to your evolving business needs through flexible configuration.

Prebuilt workflows, the result of years of experience in the service industry, can be executed on different objects of the ServiceMax platform such as accounts, service contracts, work orders, installed products, and parts, making it easy for administrators to implement new flows.

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Field Service Analytics

ServiceMax Dashboards and KPIs provide you with actionable insights into your service operations, give you full visibility and a roadmap for improvements. With ready data and analytics on asset uptime, spare parts, customer NPS, work orders by status – you can leverage more than 90 self-service dashboards, and reports to understand the health of your service business. ServiceMax also offers Service Performance Metrics, a prebuilt dashboard to monitor critical field service metrics, such as first-time fix rate, technician utilization, and average response time.

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Field Service Analytics

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Customer Story: MilliporeSigma

Customer Story: MilliporeSigma

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ServiceMax Named a Leader in the 2020 Gartner Magic Quadrant for Field Service Management

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ServiceMax Field Service Management

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Hundreds of Industry Leaders Driven by ServiceMax
More than 400 companies across the globe have turned to ServiceMax to help them keep the world running.
Learn how ServiceMax can help you improve asset uptime and optimize resource productivity.