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.
Instead of turning to non-compliant consumer apps, service teams can now turn to a powerful, yet easy to use, team communication platform purpose-built for their needs — ServiceMax Zinc. With Zinc, knowledge and information move efficiently through the field organization and support departments, allowing organizations to drive key metrics and deliver exceptional service to customers.
When service has a direct impact on your business, it is vital for technicians to be connected with the people and information that can help them solve issues quickly. Zinc makes it simple to communicate important or urgent information to the entire company, facilitate connections and sharing among field employees and maintenance workers, and deliver immediate visibility for management into what’s happening on the front lines.
When technicians are in the field, they need access to information, resources and people to succeed. Zinc’s powerful communication features allow teams to communicate 1:1 and in groups using text, voice, video, content sharing and location sharing. Group conversations provide a flexible way for information to flow freely across the organization. Conversations can be connected to records in ServiceMax allowing for fast and seamless discussion to happen within the context of a work order, installed product, case or account. With a highly intuitive user experience, technicians easily troubleshoot in a 1:1 video call, join a team conference call with one tap, send their location to find a part nearby, and much more.
Corporate teams often struggle to share information with the field workforce. Whether it's a video message from the CEO, a new operating procedure or a safety alert, Broadcasts disseminate information in real time to your technicians’ mobile devices. These alerts fill the screen, requiring technicians to interact with the message to continue in the app. Broadcasts can be targeted to a specific group of employees based on a variety of factors, such as group membership, department, location, work skills, or role. All Broadcast interactions are tracked to give managers insight into who has read and engaged with the content.
When technicians need help on a specific problem or help from someone in a specific role, such as a dispatcher, Hotline Groups connect them to the right expert instantly. Upon messaging their request into a Hotline Group, experts are notified that a new request needs their attention. This unique functionality allows teams to reduce the noise level in their group messaging channels while also bypassing long call center queues and email exchanges. Each request is tracked from start to finish, allowing management to measure resolution times, quality of internal service, and adapt Hotline staffing to changing demands.
Information flows throughout the organization in many different modes. Hidden in these communication threads are answers to possible inefficiencies, weaknesses and information gaps, such as the need for more training or business process improvements. With communication analytics, service leaders can finally see how their organization communicates — the who, what, when and why. Uncover usage data, access communication maps, identify which regions or groups are communicating better, and ultimately correlate these patterns with your most important business metrics.
The Admin Console allows administrators to manage users and groups, set user roles and permissions, choose custom data retention settings and schedule Broadcasts. Integrations into directory systems allow you to onboard users quickly and painlessly, and integrations into content and workflow systems create a seamless experience for employees. With quick implementation and easy administration, service teams get immediate time-to-value, all while being assured of enterprise-grade security and compliance.
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