#1 most frequent
United States of America
53.2%376 installations of 707
What is ServiceMax?
ServiceMax’s mission is to help customers with asset-centric field service management software. ServiceMax’s mobile apps and cloud-based software provide an overview of assets to field service teams. By optimizing field service operations, customers across all industries can better manage the complexities of service, support faster growth and run more profitable, outcome-centric businesses.
Categories & Use Cases
Media
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Screenshot of Asset 360 for Salesforce Field Service
Who Buys & Uses ServiceMax
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
10.9%77 installations of 707
#3 most frequent
Germany
4.8%34 installations of 707
Choose anything else as a service platform, literally anything.
Use Cases and Deployment Scope
ServiceMax was intended to manage our ticketing, service delivery, and invoicing. The goals of the program were to ensure adherence to our customer contract pricing, improve field response time, and streamline billing processes. The platform is used in conjunction with other internal systems and was intended to become the core component to manage all service delivery.
Pros
- Grinding workflows to a halt
- Drastically expanding the time it takes to perform essential job functions
- Breaking with every Salesforce update
Cons
- ServiceMax developers could benefit from having, at a minimum, a surface level understanding of the limitations of object oriented programming
- The platform should be a standalone product instead of attempting to run on top of an existing platform with identical record types
- ServiceMax should provide free state of the art servers and workstations, like the ones used to fold proteins or render complex AI generated graphics for their customers to run the platform on. This would give them the chance to experience the lightning quick responses of legendary programs such as Netscape or America On-line
Most Important Features
- Ticketing
- Invoicing
- Contract Management
Return on Investment
- Significantly delayed DSO
- Drastically increased invoicing errors
- Scared away a number of new recruits who saw that the learning curve was too steep
ServiceMax was good, but Salesforce will eat their lunch
Pros
- Offline support is there, but with many catches and caveats.
- A separate engine for the mobile app that runs and can be designed separately from Salesforce.
- Integration with Salesforce is decent.
Cons
- The offline sync is very buggy and has many limitations. Recovery of the sync if it fails because of technicalities is in many ways, unrecoverable and unexplainable by the user.
- No integration with Salesforce knowledge articles.
- Support is limited and usually not knowledgeable about their own products.
Return on Investment
- Service efficiency is up about 20%
- Simplified work order closure process prevents errors and user frustration
- CSE satisfaction is much improved
- Work order closure process adherence is almost 100% because of the ability to close work orders anywhere.
Alternatives Considered
Salesforce Service Cloud and Oracle Service Bus
Other Software Used
Salesforce Service Cloud, Asana, JIRA Software
Requires Upfront Commitment to Configure it Right
Pros
- As it's built on Salesforce, the reporting tools are fairly robust
- The service flow managers can be setup to easily lead technicians to entering data in the right place
Cons
- They are still using Flash for the dispatch console, even though Flash will soon be deprecated in many browsers
- Configuration remains esoteric, especially that you have to hit save button in several places just to make one change in the service flow manager
- Can only tell user usages based on Salesforce logins, cannot tell actual usage of Servicemax itself if you have other SFDC based applications sharing same SFDC org
Return on Investment
- We are able to track and easily report on the location of all our installed hardware to pinpoint issues.
ServiceMax evaluation by The Mad Electronic Slave
Pros
- ServiceMax easily creates service tickets and tracking information.
Cons
- Dispatch console seems slow and the data is more of a pull than a push into the database.
- It seems to be a Ferrari and takes a lot of labor hours to configure.
- Still does not integrate with Apple's products very well.
Return on Investment
- ROI for ServiceMax is mostly dependent on how in depth the organization wants the software. Our ROI is expected within the second year of operation due to the complexity of integration and the initial training requirements for in-house programmers.
- Inventory control ROI is expected within year three or four due to the number of technicians and creating the foundation of information to import into ServiceMax. Expectations are the front end programming will be complete and our programmers will be better acquainted with the modules and architecture to make the inventory integration smoother than the initial integration.
- Our organization has been working with ServiceMax for ten months and beginning to incorporate the financials to the work orders. This process has not been as seamless as once projected and the root causes are under investigation. It appears the original fields available to track time between employees were not in depth nor segregated sufficiently for granularity.
Alternatives Considered
Basecamp and AS400
Other Software Used
Box, Procore
