GE Digital has Acquired ServiceMax to Extend Predix and Analytics Across Field Service Processes
ServiceMax from GE Digital

Field Service Scheduling Software

Get the right people to the right job every time with

Scheduling & Dispatch

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Right job, right engineer, right parts with the best results

+18%Field Engineer Productivity
-8%Service Costs

ServiceMax ensures you send the right people to the right job at the right time, with remarkable results from our service scheduling software. The average ServiceMax customer increases field productivity by 18%* and reduces service costs by 8%*.
*Average ServiceMax customer results, based on a survey conducted in September 2016.

See how Fluid Management uses ServiceMax to modernize dispatch

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See How Dispatchers Use ServiceMax

When customer's issue cannot be resolved remotely, and an engineer is needed on site, you want to respond immediately, but you also need to ensure that your field service teams — either your employees or your partners' — are utilized efficiently; minimizing long drive times and white space in their schedules. ServiceMax has the right dispatching software options to help you efficiently manage work orders, maximize utilization rates, and keep your most valuable customers happy.

Advanced Workforce Scheduling

Interactive scheduling for effective service
Assigning jobs to your field service technicians and engineers can be a complex operation. Are your most valuable customers prioritized, or is the squeakiest wheel eating up your valuable resources? To ensure high workforce efficiency while maintaining customer delight, you need to:

  • Ensure that the right job is assigned to the most appropriately skilled technician(s) and engineer(s)
  • Ensure that field personnel do not have overbooked or infeasible schedules
  • Ensure customers' appointment time windows are adhered to
  • Ensure that your technicians and engineers work more and travel less
  • Ensure that the schedule is efficient as possible without negatively impacting resolution times or customer satisfaction
  • Ensure that priority customers receive attention first

Now you can do it all in one place. ServiceMax's advanced scheduling capabilities boast an exceptional user interface to manage interactive and even fully automatic scheduling processes. Manage the schedules of both your own employees and your partner-employed field personnel. By leveraging our intuitive, drag-and-drop dispatch console, you can set up schedules for multiple work orders simultaneously and schedule longer jobs for multiple visits automatically. Increase first time fix rates and reduce mean time to repair by quickly dispatching the right technician to the job.

Empower your dispatcher with our rich, interactive and highly configurable dispatch console

View work order lists based on users query criteria like unassigned, assigned, high priority, etc.

Drag-and-drop work order assignments to field personnel

Feed parts availability and location information back into the field service scheduling process to ensure first time fixes

Find the right engineer for selected work orders based on territory or proximity

Make smarter job assignments with Advanced Technician Search to find technicians and engineers using multiple qualification criteria

Assign multiple technicians, engineers or service teams to a job/work order

Adjust work order criteria directly from the Dispatch Console

Set up pre-defined rules to automatically assign field workers based on skills, expertise levels, proximity to the job and driving distances to work orders

Bi-directional integration to desktop calendar tools like Microsoft Outlook

Out-of-the-box integration to Google Maps to view the locations of technicians and routes in real-time

Automatically dispatch and assign work orders to service partner resources based on pre-defined partnership terms

Prioritize assignments based on customer priority, part availability, or service request priority

Account for the technician or engineer’s entire day with event scheduling that breaks down each job by drive time, work time, breaks, etc.

Real-Time Schedule Optimization

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Service schedules continuously optimized for maximum efficiency
Talented and informed dispatchers work wonders with the daily schedule – mentally balancing technician locations, skill sets, expertise, priority customers, and situation severity with ease. But what happens when there are 100 techs to manage, or 1000 or 10,000? And, how do you manage dispatch in the era of the Industrial Internet, when unpredictable requests arrive from the same equipment your customer just called you about? As complexity rises, humans need a bit of assistance – that's where Schedule Optimization comes in.

Schedule Optimization from ServiceMax is an automated scheduling, workforce optimization and dispatch solution, delivered in the cloud as part of ServiceMax's complete field service solution. Schedule Optimization from ServiceMax enables outcomes-based scheduling that provides the most effective allocation of your resources based on your business objectives. You simply define your objectives, such as overall costs, service levels and drive times, and assign each a priority based on its relative importance. It frees organizations from people-heavy, manual dispatch processes and delivers an optimized schedule based on the rules you prioritize, so the efficiency of your dispatch operations are dramatically improved, costs to schedule are minimized and your technicians are enabled to perform more jobs each day.


World-class real-time scheduling optimization with the ability to receive requests from connected devices

Immediately re-optimizes schedules when high priority orders come in to take care of customer down, high value customer and emergency service

Automates schedule optimization, assigning each technician or engineer the optimum work orders to achieve your service goals

Designed with multiple industry verticals in mind to support many different optimization needs, including overtime, drive time, overall costs and SLA attainment

Optimize the schedules of both employees and partner resources in a single system

View optimized schedules on any mobile device — tablets, smartphones and laptops

Ability to support “Drip-Feed” scheduling, or the dynamic update of an engineer’s schedule after the current job is completed

Intra-day scheduling to accommodate high priority, low lead-time work orders and to plan for additional emergencies or new service requests

Define Optimization Engine rules for hard constraints that need to followed, such as mandatory skills, and also for soft constraints that only need consideration

Seamless integration with a rich, interactive and highly configurable Dispatch Console on one screen

Ability to override automatic scheduling decisions as needed and manage only to exceptions – unresourced work, in-jeopardy work and schedule violations

 

Multi-skill technician matching:

  • Eligibility criteria to narrow qualified engineers — visa, permit, certification
  • Skill matrix-based matching of right engineer to right job — multiple skills and skill levels
  • Get an engineer onsite ASAP — best-fit optimization on the nearest available qualified person
  • Set mandatory, preferred, prohibited engineers as hard and soft constraints

Street Level Routing (SLR)– route optimization based street-level drive routes and drive time estimates

Pre-configured predictive metrics reports showing optimization projections for utilization, drive time, SLA and skill violations

3rd Party Contractor Communities

Cost-effective contractor management, scheduling and dispatch

Customer’s don’t stop calling for service when your field service schedule is over capacity. That’s a good thing. At the height of demand or for specific types of work, you may need a capacity boost from third-party contractors and when you do, ServiceMax can help.

Partners represent you and need detailed information to respond on-time and serve customers well. Similarly, you need visibility into each partner's operation to ensure transparency and great service. With ServiceMax 3rd Party Contractor Communities, you keep your partners close, so your customers are never too far away. With complete visibility into your service channel, your partners stay accountable not only to their schedules, but your customers’ satisfaction so you meet service demand and revenue goals stay on target.

Define service partner resources, personnel and availability to manage schedules and assign work orders to partners online

Allow partners’ teams to view work orders, inventories and entitlements, create time and material details, complete and debrief work in the field

Give partners insight into their operations and success with ServiceMax Reports & Dashboards

Collaborate using ServiceMax Collaboration and Knowledge for real-time communication on products, services, customers and prospects

Maintain different communities for multiple partners or enable role-based permissions to securely share information across partners

Video
ServiceMax Advanced Scheduling Demo

ServiceMax Advanced Scheduling Demo

White Paper

Best Practice Guide: Flawless Dispatch and Work Order Management

Datasheet

Schedule Optimization

Datasheet

ServiceMax Advanced Scheduling

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