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The Impact of Digital Transformation on Service Organizations
Explore the four key ways that ServiceMax customers have used their digital transformations to improve business outcomes, with a look at the real-world metrics, including increasing revenue and NPS scores, improving first-time fix rates, and more.
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Analyst Research
IDC MarketScape Names PTC a Leader in FSM Applications

231218

PTC is once again positioned in the Leaders Category in this latest 2023–2024 IDC MarketScape for Worldwide Field Service Management (FSM) applications. Read this excerpt to gain insights on the evolving market.
Analyst Research
IDC MarketScape Names PTC a Leader in SLM Platforms

231020

PTC is once again positioned in the Leaders Category in this latest 2023–2024 IDC MarketScape for Worldwide Service Lifecycle Management (SLM) platforms. Read this excerpt to gain insights on the increasing importance of picking an SLM vendor that delivers a complete suite of service capabilities, can be implemented at scale, and has what it takes to future proof your service operations.
Analyst Research
Frost & Sullivan: 2023 Enabling Technology Leadership Award

230427

Frost & Sullivan has recognized ServiceMax – specifically our FieldFX product – for excellence in Field Service Management (FSM) in the Oil & Gas industry.
eBook
The Impact of Digital Transformation on Service Organizations

230227

Explore the four key ways that ServiceMax customers have used their digital transformations to improve business outcomes, with a look at the real-world metrics, including increasing revenue and NPS scores, improving first-time fix rates, and more.
eBook
Discover the Power of Asset Data Across the Organization

221213

From the front-line to senior management, asset data visibility is critical to drive essential decision-making throughout the asset lifecycle and enables teams around the organization to perform their jobs more effectively.
Analyst Research
IDC Analyst Connection: Don't Let Your Service Platform Limit Your Innovation

221115

In an increasingly competitive environment, delivering a superior customer experience is critical – and one way companies can ensure their customers’ expectations are met is by working with experienced solution providers, versus trying to build solutions in-house.
Analyst Research
Transforming Field Service with Emerging Technologies

220614

WBR Insights surveyed 100 IT, operations, service, and support leaders from across the U.S. and Canada to learn how field service organizations’ technology strategies have changed over the past year.
Analyst Research
Refining Digital Transformation through Asset Centricity

220519

Harvard Business Review Analytic Services explores the market factors and customer expectations driving digital transformation across organizations with equipment and assets, as well the definition of an asset-centric, life-cycle approach enabled by service.
eBook
The Power of Asset Data

220426

Organizations can obtain great value from increasing the availability of asset data across the organization to critical stakeholders. In a recent research project conducted by Field Service News of over 230 service leaders, those that were sharing asset data saw higher performance levels when it came to key business metrics such as revenue growth, margin attainment, and customer satisfaction.

Analyst Research
Benchmarking Report: The Impact of Asset Data Flow Beyond the Silo of Field Service Operations

220426

ServiceMax partnered with Field Service News in a recent research project to understand how often and efficiently asset data is used within service organizations—or does the data remain within a silo of operations which can stall or prevent innovation and digital transformation.
Analyst Research
The First Annual Chief Service Officer Report

220201

Authored by Worldwide Business Research and sponsored by ServiceMax, the report underscores the growing prevalence of the service department as a center for revenue growth and the Chief Service Officer (CSO) as a leader in driving the organization’s approach to customer experience.
eBook
Back to Service Basics: 5 Foundational Areas for Digital Transformation

220201

Learn how to drive operational efficiency, deliver peak service and asset performance, and improve customer experience
Publication
The Asset Data Thread - The Evolving Role of Field Service

211112

Bain & Company recently conducted a research to uncover details about the future of field service. In this POV, we share 6 major takeaways from the research and 10 actions organizations can prioritize to continue providing superior service.
Publication
Building a Bridge Between Sales & Service with Asset Data

211018

Today, large quantities of data are collected in the field and tools like artificial intelligence (AI) and machine learning (ML) are allowing service organizations to generate models and prescribe predictive maintenance schedules to devices, optimizing uptime. However, there is untapped potential in this data. Service data can also be leveraged for smart marketing and sales, and for enhancing the customer experience. With this data, assets themselves are now critical for driving smarter operations and realizing new opportunities for revenue generation and margin contribution.
Publication
Bain Brief: Field Service Is Changing Rapidly. Can You Keep Up?

210928

This global study explores the future of service, organization maturity, and trends across commercial, operations, and technology areas, as well as key challenges and enablers in the field service arena.
Publication
Emerging Technologies in Field Service

210421

The CTOs, innovation leaders, and field service teams that put new, cutting-edge technologies into service last year have just scratched the surface of what these digital tools can accomplish. This special version of the annual “Emerging Technologies” field service report will explore the sophistication of field service teams’ technology programs, revealing how organizations are tracking the status and reliability of their assets while meeting customer demands for service using new software and hardware.
Publication
The 2021 CSO Report: A Comprehensive Guide for Chief Service Officers Globally

210326

The CSO Report offers a summary of the major themes, challenges, initiatives, and opportunities gathered from ServiceMax’s growing global community of Chief Service Officers.
Publication
Medical Technology Field Service in the Post-COVID Healthcare Environment

210318

In this report, WBR Insights along with Field Service Medical, explores some of the key steps medical service organizations are taking within the current moment in time, including how they’re deploying monitoring technologies and how they’re adapting to the expanding homecare market. Learn how Field Service organizations are working to address challenges with innovative strategies, and how your organization can do the same.
Publication
The Value of Integrations

210309

Managing a large number and variety of integrations is critical to realizing the value of ServiceMax’s Field Service Management solutions. Serving as an execution platform, ServiceMax can – through integrations – provide the information needed by customer service agents, technicians and service engineers, back office support staff, procurement/supply chain personnel, and/or the finance team to effectively and efficiently perform their work. It is all about breaking through software silos to deliver the correct information to the right people in real time.
Publication
Augmented Reality & The Future of Field Service

201218

Augmented reality (AR) technology blends the real and digital worlds by overlaying digital information or objects within a person’s current view, enhancing the viewer’s experience. The most familiar examples of AR are consumer-based, such as Nintendo’s Pokemon Go and Google Translate. However, the field of "industrial AR"—using the technology to solve industry problems in manufacturing and service—is growing steadily in part due to technology gains and greater understanding of the potential benefits.
Analyst Research
Frost & Sullivan Awards ServiceMax the 2020 Market Leadership Award for Mobile Field Service Management

201201

In another testament to our leadership in Field Service Management, ServiceMax has received Frost & Sullivan’s 2020 Market Leadership Award for North American Mobile Field Service Management. We invite you to access and read the full write-up that accompanies the award.
Publication
Artificial Intelligence, Machine Learning, & the Future of Field Service

201116

AI & ML Defined: Artificial Intelligence (AI) is generally defined as the application of advanced analysis and logic-based techniques to interpret events, support and automate decisions, and take actions. These techniques include Machine Learning (ML), which relies on sets of rules or algorithms to continuously learn from data. We increasingly encounter AI and ML as consumers, whether by interacting with virtual assistants, scrolling social media feeds, or streaming video content. But AI’s potential for business is wide-ranging—especially for field service.
Publication
Field Service USA 2020 Report: Cutting-Edge Technology in Field Service

200407

Surveying the Next-Gen Technology that is Transforming Service Delivery and Management
Publication
WBR Insights Report 2019

190906

Medical Device Manufacturers are experiencing a moment in time defined by changes in technology and customer expectations, framed by increasing data management and compliance challenges. These must be addressed by comprehensive service management strategies. Access this report to learn about the strategies Medical Device Manufacturers are utilizing to remain compliant, while scaling their business and pushing towards service profitability.
Analyst Research
IDC Analyst Connection: Excelling at Service Delivery with a Hybrid Workforce

180906

Aly Pinder, Program Director, Service Innovation and Connected Products at IDC, addresses five questions put forward by ServiceMax. His answers highlight pertinent areas and provide you with actionable recommendations.
Analyst Research
The Rise of "Asset and Service Data Gravity"

180628

Asset and Service Data is one of the most critical and valuable data sets collected, aggregated and analysed in an organisation. But it also one of the most neglected and untapped sources of actionable insights, that has the potential to connect and benefit every function in the organization and help you stay miles ahead of the competition. Effective transition to this advanced business model will be intrinsically linked to the ability to successfully collect and use this data.
Analyst Research
eBook & microsite "Cost, Causes and Consequences of Unplanned Downtime"

180514

The Vanson Bourne study finds that production and productivity, IT, and customer service are hit hardest by unplanned downtime, with damaging repercussions for businesses as a whole.
Publication
ServiceMax Digital Field Service Effect calculator

180420

This 5-minute value calculator will ask simple questions related to the performance of your service organization. It will then apply those benefits against achievements seen by our customers after the adoption of ServiceMax Field Service Management Software; resulting in an output of potential gains for your organization. Knowing your capacity for improvement is key to driving adoption of technology that will ensure your organization is best-in-class well into the future.
Publication
ServiceMax Field Service Maturity Assessment Tool

180420

ServiceMax’s Maturity Assessment Tool brings the intuition about your field service performance, together with an objective analysis of your position amongst industry leaders. It takes a straightforward approach to help you develop the right priorities for process improvement, in key areas such as customer satisfaction, utilization and cost controls.

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