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Mobile Field Service Management

Access anytime, anywhere on any device with ServiceMax Go, the number one Field Service App

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How Effective is the ServiceMax Field Service App?

  • technician-productivity +23%

    TECHNICIAN PRODUCTIVITY

  • customer-setisfections +20%

    NET PROMOTER SCORE

ServiceMax Field Service App ensures the highest levels of efficiency from your technicians and engineers, while simultaneously impressing and delighting your customers. In fact, the average ServiceMax customer increases technician productivity by 23%* and net promoter scores by 20%*.

*Average ServiceMax customer results

WEBINAR

Grow Service Profitability and Deliver Better Customer Experience Through Mobility

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Overview
The Field Service App
ServiceMax Zinc
Sync Experience
Offline Capabilities
Collaboration

A Mobile Solution Uniquely Designed for Life in the Field

See how field technicians and engineers use the ServiceMax Go and field service apps

The mobile field service apps, including ServiceMax Go, are developed on a standard mobile framework with all the field-ready functionality you need to improve field productivity with any device and operating system (phones, tablets, iPads, iOS, Android, Windows). Designed from the ground up with field technicians and engineers in mind, ServiceMax Go provides an intuitive interface, consistent access, and targeted workflows regardless of internet connectivity. ServiceMax mobile field service apps empower field workers to successfully complete work orders, present service reports for customer signature, provide pricing of labor, parts and products in the field and much more.

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ServiceMax Go, the Field Service App

The next generation of mobile productivity for field service

Our field service app is ultimately flexible and designed for field work. It doesn’t just put a calendar and directions in the hands of techs and engineers – it delivers complete visibility for maximum productivity. With a work order process that comes complete with scheduling, work estimates, checklists, troubleshooting, and work order debrief, technicians do more. They not only accurately account for their work, but they also follow the right steps for consistent service, entitle work requested while on site and come prepared to answer any customer inquiry. ServiceMax Field Service App is perfect for the “disconnected day”, and keeps technicians working while offline for weeks and even months. It delivers consistent workflows for every type of service scenario – break-fix, installations, planned maintenance, price quotes, work order debrief, and more.

  • Seamless offline capabilities with Smart Sync, so that technicians can access customer and equipment information, or capture service remotely, regardless of internet connectivity
  • Single sign on (SSO) and OAuth 2.0 to ensure seamless, secure access
  • Configure once, deploy everywhere: industry-leading Service Flow Engine ensures processes are quickly translated into user workflows to ensure consistent service execution
  • Formulas, data, and process validation during data entry ensures data integrity even if connectivity is not availabl
  • Smart Business Docs to dynamically create service reports, invoices, etc. based on business rules and obtain customer signature while on site
  • Easy to search for parts and products in trunk stock and the trunk stock of nearby technicians
  • Real-time, automated pricing for time and materials estimations
  • Calendar view of work orders and associated tasks that can be changed dynamically -– delivering updates to dispatchers in real-time
  • Access to all pertinent data: entitlement verifications, customer history, location, contacts, product service history, repairs, warranties, and more
  • Add attachments (up to 25MB each) via the native iOS share screens, so that techs can easily capture and share photos/video taken at the customer site, email service reports or contracts, and more
  • Checklist and data collection for contextual instructions and multi-section forms delivered alongside work order, location, customer and other field details
  • View connected device (IoT) diagnostics in the mobile app to arm your service techs and engineers with equipment insights needed to improve mean time to repair (MTTR) and first-time fix (FTF)
  • App-to-app integration with third party apps to enable secure, rich exchange of data in a seamless mobile experience
  • Inline file viewer for PDF, MS Office files, and media files
  • Attach files (PDF, MS Office files and media files) from third-party apps into work orders in ServiceMax app via "Share"
  • Print service report from preview
SEE ALL FEATURES »
  • Add attachments (up to 25MB each) via the native iOS share screens, so that techs can easily capture and share photos/video taken at the customer site, email service reports or contracts, and more
  • Checklist and data collection for contextual instructions and multi-section forms delivered alongside work order, location, customer and other field details
  • View connected device (IoT) diagnostics in the mobile app to arm your service techs and engineers with equipment insights needed to improve mean time to repair (MTTR) and first-time fix (FTF)
  • App-to-app integration with third party apps to enable secure, rich exchange of data in a seamless mobile experience
  • Inline file viewer for PDF, MS Office files, and media files
  • Attach files (PDF, MS Office files and media files) from third-party apps into work orders in ServiceMax app via "Share"
  • Print service report from preview
SEE ALL FEATURES »

ServiceMax Zinc

Secure, real-time communication

ServiceMax Zinc connects technicians in real time with the people and information needed to confidently get the job done quickly and correctly, allowing the organization to reduce mean time to repair, boost customer satisfaction, and improve employee engagement. Zinc enables: broadcasts, hotline groups, voice and video calls, 1:1 and group messaging, content sharing and location sharing. Zinc’s powerful analytics help service leaders visualize team communication.

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Zinc Product Overview

Seamless Sync Experience

The best offline performance for technicians and engineers

Field technicians need to be productive on-the-go, even when there is no data network. Without data connectivity, some standard mobile applications stop providing full capabilities, but not the ServiceMax mobile apps. With our market-leading Smart Sync engine and industry first Sync Gateway features, the ServiceMax mobile apps keep field technicians productive with just the right data to complete their service workflow -- covering the work order process, time and materials price lookups, work order debrief, service report generation and signature capture — all in a seamless manner.

  • Handles both full and incremental synchronization as needed for data and configuration details by technician, team region and service process
  • Choice of synchronization methods: scheduled, manual, after record update, and more
  • Full synchronization reporting for management and audit of mobile sync performance
  • Keep track of technicians and engineers with device location tracking for GPS coordinates
  • Ability to purge unused and unneeded data for improving application performance

Offline Close

Complete mobile work order management regardless of connectivity

When your paper-based field service activities slow your cash flow, you need a reliable application that helps engineers and technicians keep accurate records of each service visit. It can’t slow them down and it can’t be incomplete, so the app’s offline performance can’t be an afterthought. ServiceMax mobile app enables time-saving automation for the technician and puts complete and accurate reporting in front of the customer. The result is an efficient customer experience that keeps the cash flowing.

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  • Get Price – a comprehensive pricing tool for accurate estimates, quotes and invoices
  • Automatic calculation of billable work
  • Full pricebook, contract and warranty coverage for each work order
  • Smart Docs - configurable output documents for quoting, service reporting and more
  • Flexible options for customer branding and standard templates
  • Save copies as .pdf and attach to records for audits and as reference for work quoted and completed
  • Capture and attach an electronic signature
  • Send via email to customers, partners, or suppliers

Knowledge & Collaboration

Collaborate to deliver perfect service and delight customers

What if you could send your best people, your best solutions, the latest technologies, and the best ideas from across your entire organization on every service call? With ServiceMax, you can.

More than just a social network, Knowledge & Collaboration transforms the way your company collaborates around service topics, while providing amazing business insight to your executives and their teams. And since it is built on the proven Salesforce.com Chatter platform, sales and service can stay in sync by monitoring a seamless, real-time view of customer and repair activity in a one-of-a-kind mobile application feed.

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  • Improve first time fix rates and avoid costly second truck rolls
  • Improve technician utilization rates and productivity by ensuring quick access to answers
  • Use the real-time feed to stay on top of what matters most – your customers.
  • Document and leverage tribal knowledge
  • Proactively illuminate service issues
  • Provide executives with visibility to changes, updates, and important items as they occur
  • Foster beneficial relationships across your distributed teams
  • Knowledge & Collaboration, powered by Salesforce.com’s Chatter platform, provides all the valued features of enterprise social networking, including profiles, status updates, sharing, liking, commenting, following, groups, document sharing, and trending

Automations: Alerts, Notifications & SMS

Real-time information when it matters most

Picking up the phone every time there is a change in a technician’s schedule or to confirm an appointment with a customer can be time-consuming and error prone. Today, technicians and customers expect real-time updates to stay productive and informed. ServiceMax makes these interactions seamless with automated alerts, notifications and SMS. Technicians can be notified in real-time about changes to their schedules to stay productive; while customers can get updates on technician arrival time to stay informed.


  • Service Flow Automation allows administrators to configure rules and automations to notify your technicians and customers about changes and updates with push notifications, alerts, or SMS
  • Changes include: new appointment assignment, change to work order status, arrival at work location, and more
  • End recipients include technicians, crew leaders and customers
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Mobile Automation

Learn how ServiceMax can help you improve technician productivity and customer satisfaction.

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