Customer Education | ServiceMax

Customer Education Methodology

At ServiceMax we know that implementing new software can be intimidating. That’s why we’re focused on creating intuitive software, along with a holistic approach to implementation that includes collaborative planning, detailed training, and ongoing support. Our Education Services Team will partner with you to plan and execute an adoption strategy that will provide your teams with the knowledge and resources they need to understand, apply and sustain your ServiceMax environment.

From online learning, training material development and in-person training and consulting, we have you covered in planning & delivering a successful ServiceMax implementation. Click on the links below to learn about our offerings. For questions, please email: Servicemax.CustomerEducation@ptc.com

Project Adoption Lifecycle

PLAN

Document effective change plans for project including business changes, benefits, resources and timing

COMMUNICATE

Share & collaborate to ensure users understand and are prepared for ServiceMax

TRAIN

Engage users with active learning to foster understanding and commitment to use of ServiceMax

SUPPORT

Design resources for support of learning, questions and on-going development

SUSTAIN

Review & refresh training & support materials to maintain knowledge & execution

EXPAND

Enhance training & support tools for new processes, updated systems & new learners

Plan

Our consultants will work alongside your project team to:

Set clear project objectives
Prepare effective change plans
Align executive sponsors & create an ambassador network
Compare current vs. future state
Identify key changes and benefits
Assess & address the readiness of all teams/users
Evaluate resources & timing

OFFERINGS

Communicate

Our consultants will collaborate with you to create and manage a communication plan that includes:

Key messages with purpose & details
Audience specific benefits & motivators
Key dates & deliverables
Timeline, avenues & media

OFFERINGS

Train

Whether in-person, web based or online learning, our education team will:

Deliver role-based training with real world scenarios
Teach users how to effectively perform within ServiceMax
Provide hands-on learning activities to confirm understanding
Develop effective quick reference materials that can easily grow & change with your business

OFFERINGS

Spark Training
Customized End User Training
Customized Train-the-Trainer
On-line Video & Training Guides

Support

The ServiceMax Education Team will help you design support plans for rollout and beyond that will encourage understanding & adoption.

Training resources designed for daily use and quick updates
Planning of support networks, governance and support tools
Ideas for supporting new hires and remediation training
ServiceMax resources to enhance your on-going knowledge and planning for your teams.

OFFERINGS

4-hour Reporting Training
Field Service Analytics Workshop
Expert Services

Sustain

The ServiceMax Education team is prepared to help you sustain on-going learning in your organization by offering review and refresh of training and support materials, including:

Curriculum Reviews for accuracy, updates & redesign
Refresh of training materials with new content and formats such as video conversion
Assessment of training/knowledge gaps and remedial training needs for your organization
Develop and deliver remedial training for existing users

Contact Servicemax.CustomerEducation@ptc.com for more details and quotes for service.

Expand

Great adoption requires on-going assessment, feedback and learning. To ensure consistency and growth for your organization you need to enhance your training and support offerings for new processes, updated system and new learners. The ServiceMax Education team can help you:

Deliver Reporting & Dashboard Training
Assess needs and develop On-boarding training
Create & deliver training around new processes, releases and system enhancements
Develop plans to retrain and share best practices throughout your business network

Contact Servicemax.CustomerEducation@ptc.com for more details and quotes for service

Spark Training Package

ServiceMax will conduct up to 16 hours of remote end user training delivered as demonstration/lecture via the customer’s web conference tool. Standard end user training templates are provided via Microsoft PowerPoint. Training modules include:

Back Office

Browser Basic Navigation, Object & Data Overview
Account, Location, Contact & Install Base Management
Warranty & Contract Management
Creating and Managing Service Requests
Creating & Managing Remote Work Orders
Creating and Managing Estimates
Creating and Managing Break-fix Work Orders
Dispatching Work Orders
Creating & Managing Other Work Order Types (Install, PM)
Parts Request and Return
Reporting & Dashboards
Work Order Closure Process
Creating Service Teams, Technicians and Skills
Timesheet Management

Field Service Engineer (FSE)- Browser or Mobile

Browser Basic Navigation, Object & Data Overview
Account, Location, Contact & Install Base Management
Search and Select Work Orders
Dispatching & Scheduling
Completing a Safety Checklist
Debriefing a Work Order
Debrief Estimate to Usage
Parts Request and Return
Timesheet Management
Capturing Sales Leads
Capturing a Revisit

Customized Training Packages

In-Person or Remote Learning:

Customized End User Training Package

Basic Package with customized design, development and delivery defined in the Statement of Work
May include additional training roles and modules

Train-the-Trainer Customized Training Package

Customized End User Training with detailed instructor notes and best practices
Trainer specific knowledge and coaching providing personalized instructor practice and feedback
May include additional training roles and modules

On-line Video Training with Training Guides

Customized End User Training provided in MP4 video format with related Quick Reference Guides and Activities
May include additional training roles and modules
Customer is required to provide and setup their own online learning environment

Reporting Offerings

4-hour Reporting & Dashboard Training

The Reporting and Dashboard Training provides your teams with an introduction to how to use, understand and create ServiceMax reports and dashboards. This course expands on the Basic reporting training standard reporting knowledge useful to everyone on your team.

Field Service Analytics Workshop

The Field Service Analytics Workshop is a 4-day course designed to provide an advanced, in-depth knowledge of reporting and dashboard use in ServiceMax. This course will help your organization understand what types of reports to use, how to develop them, when to use them and how to analyze the information from them to make informed decisions that maximize field service success.
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Additional Offerings

Remediation & Development Training

ServiceMax is a journey and that means as your use of the system grows and changes, so should your training plans and materials. Our team can meet with you to identify needs, review release changes, create materials and deliver training related to your changes as well as remediation training for those learners who need some extra support.

On-Boarding Training

Growth and turnover can affect every business and it is important for you to plan for ServiceMax new hire training for your new employees. Our Training Experts have worked with many customers to plan and build, in-person, online and video training options to manage new hire needs. We will work with you team to provide experience and best practice knowledge for continuous growth of your business.

Customer Education Methodology

Our Education Services focus on partnering with our customers to Plan a user training curriculum, encourage adoption by building excitement and anticipation among users through Communication, Train necessary skills for each role through hands-on learning utilizing real world scenarios in a test environment and Support your implementation with materials to offer daily support and a resource for questions and quick tips along with connection to the ServiceMax Community for ongoing support and continuing learning.

Education Expert Services – How We Work With You

When your training staff needs support, Education Expert Services can help. From implementation planning and deployment preparation to ongoing education, ServiceMax Education Consultants help keep your training program on track. With intimate product knowledge and experience with hundreds of ServiceMax customers, our team of consultants can help customize your plans for training, communication and support to fit your businesses’ unique goals and needs.

Welcome to the ServiceMax Learning Request Form! Here you can submit a request for ServiceMax training or material development support. Please complete and submit the form. We will contact you shortly to set up a time to discuss your request in more detail. If you have any questions in the meantime, contact us at Servicemax.CustomerEducation@ptc.com

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