ServiceMax

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What is ServiceMax?

ServiceMax is a comprehensive, cloud-based, and mobile enterprise solution that manages the service delivery end-to-end process.

By using ServiceMax technology, manufacturers and service providers are able to expand service revenues, improve service efficiency, provide better customer experience, and meet all required compliance standards.

ServiceMax is an integrated toolset of applications for employees and customers management, mainly used by SMEs and growing businesses in medical, energy, mining, and manufacturing. The platforms comes with a straightforward interface, so task assignments are completed easily and smoothly, management staff can follow the performance of field workers, and clients' needs can be effectively addressed.

Main benefits of using ServiceMax are better service productivity, less billing errors, better customer relationship, no warranty leakage, reduced part giveaways, increased service revenue, shorter service-to-cash cycles, and more.



ServiceMax currently scores 86/100 in the Field Service Management (FSM) category. This is based on user satisfaction (83/100), press buzz (49/100), recent user trends (falling), and other relevant information on ServiceMax gathered from around the web.

The score for this software has improved over the past month. What is this?
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ServiceMax Review

Editors' Review by the Field Service Management (FSM) Software Review Team

ServiceMax is a comprehensive FSM software that enables businesses to optimize their field service operations. It provides businesses with a comprehensive overview of their customers, assets, and inventory, allowing organizations to manage and automate their field service processes. ServiceMax offers several tools, including work order management, remote triage, and a service flow manager. Its work order management system allows businesses to track and manage their field service operations in real-time, ensuring that work orders are completed correctly. 

ServiceMax helps companies improve customer satisfaction and first-time fix rates while reducing operational costs. Users can schedule and dispatch jobs based on customer preferences and technician skill sets. The software provides a mobile app for field technicians, which gives them access to critical information about their assignments, customers, and equipment. It provides businesses with visibility and control over their field service operations and can be customized to fit the specific needs of various industries. 

ServiceMax Features

ServiceMax software is a cloud-based application that helps service organizations manage their workflows and operations. The following are the key features of ServiceMax:

Mobile field service

ServiceMax provides technicians with the information and tools they need to do their jobs from their mobile devices. This feature allows technicians to view customer information, schedules, and work orders. They can also create new work orders and update existing ones. Additionally, they can access parts and inventory information and submit timesheets and expense reports. All this information is available offline, so technicians can continue working even if they lose Internet connectivity. This ServiceMax feature includes GPS capabilities, so technicians can easily find their way to their next job site. 

Zinc intelligent remote service

ServiceMax’s communication module enables users to send and receive messages, make calls, and collaborate with colleagues. The software provides a central location for all service team members to access the people and information needed to complete the job quickly and correctly. With ServiceMax Zinc, organizations can connect everyone on the service team in real-time, allowing for better coordination and communication between field technicians, dispatchers, and other staff. 

Scheduling and dispatch

The scheduling and dispatch features of ServiceMax software are designed to help businesses better manage their field service operations. ServiceMax’s scheduling environment, Service Board, allows users to create and manage real-time schedules for their field service technicians as well as dispatch technicians to new service calls. The software also includes a GPS tracking feature, which helps businesses keep track of their technicians whereabouts and ensure that they are completing service calls promptly. This feature-rich software can also generate reports on technician productivity and performance. 

Work order management

ServiceMax’s work order management feature helps service organizations keep track of their work orders and ensure that they are completed promptly and efficiently. The software allows users to create and manage work orders, assign them to specific technicians, track their progress, and view detailed reports on the work that has been completed. Work orders can be created for any type of service request. They can be customized to include all relevant information, such as the customer’s contact information, the problem that needs to be addressed, and the requested completion date. As the work order is completed, the customer will receive an email notification that their problem has been resolved.

Proactive maintenance and IoT

ServiceMax’s proactive maintenance feature uses the IoT to collect data from connected devices and equipment. This data is then analyzed to predict when a failure is likely to occur. With this information, ServiceMax can generate a work order for the appropriate service technician before the problem occurs. As a result, you can avoid costly downtime and keep your equipment running smoothly.

Remote triage

This feature uses AI and machine learning to identify cost-effective solutions for service organizations. ServiceMax provides a guided process by asking users a series of questions and generating the best possible solutions to resolve the issue. It pools historical service data and insights to make accurate predictions.

Customer self-service

ServiceMax lets businesses provide their customers with the ability to handle their service requests and inquiries. This feature allows customers to log into their accounts and submit a service request. Customers can track the status of their requests and receive updates via email or text message. They can view FAQs, manuals, and other helpful information in the portal. 

Parts and returns management

This feature streamlines the process of tracking and managing spare parts inventory for field service organizations. ServiceMax provides a centralized view of all parts inventory, whether it is stored at the warehouse or in the field, and enables users to see real-time stock levels. The software integrates with major shipping providers, so customers can automatically generate return labels when they request a return for an item. Returns are processed quickly and efficiently, ensuring field technicians have the necessary parts to complete repairs on time. 

Entitlements

ServiceMax’s entitlement capabilities ensure that contract, maintenance, and warranty data are accurate and available for every stakeholder. This includes technicians, dispatchers, and admin staff. ServiceMax provides stakeholders with access to the same information, so there are no surprises regarding service levels or expectations, which helps improve customer satisfaction and loyalty and increase revenue and profitability.

Service flow manager

The service flow manager feature is a tool that helps users visualize and manage their workflows. It provides a graphical representation of the steps involved in a workflow and the status of each step. Service organizations can use the feature to easily create, update, and monitor service processes, ensuring that they are always aligned with the latest market trends, organizational changes, and technological advances. ServiceMax provides service organizations with real-time visibility into the performance of their service processes, allowing them to identify and address any challenges quickly. 

Field service analytics

ServiceMax collects data from all field service interactions and then analyzes it to identify trends and patterns. This information can be used to improve scheduling, dispatch, and other aspects of field service management. This feature also helps businesses track KPIs and measure performance. ServiceMax offers a pre-built dashboard called Service Performance Metrics that allows you to monitor key field service metrics, which provide insights into customer satisfaction levels and help businesses identify areas of improvement. 

ServiceMax Dashboard

ServiceMax Benefits

ServiceMax helps companies manage the end-to-end process of their field service operations. It enables companies to optimize every stage of their field service lifecycle, from scheduling and dispatching to managing inventory and returns. The following are some of the benefits of using ServiceMax:

Increased efficiency

ServiceMax software is designed to help users increase efficiency and optimize their workflow. Its built-in scheduling feature to plan and schedule service appointments lets users see a complete view of their schedule, customer information, and resources. Users can create reminders and alerts for upcoming appointments. Its task management features allow users to create and track tasks, assign responsibility for tasks, and set deadlines. They can use this feature to create checklists and templates to streamline future tasks. Users can also take advantage of the reporting features in ServiceMax that allow them to track performance data and KPIs. 

Reduced costs

ServiceMax provides a few different ways for users to reduce costs. One way is that it optimizes field service routes. The software can create the most efficient route possible based on the number of technicians available, their skill sets, and the customer’s location. This can reduce travel time and fuel costs. ServiceMax conducts equipment diagnostics, providing information on what is causing an issue and how to fix it, which helps reduce repair costs. ServiceMax also has entitlement capabilities, assisting users to keep track of warranties and contracts to take advantage of cost-saving opportunities. 

Improved technician utilization

ServiceMax helps users improve technician utilization with features such as real-time appointment scheduling, GPS tracking, and automatic dispatch. ServiceMax allows users to see which technician is closest to the service call, ensuring that the technician with the shortest travel time is dispatched. By dispatching technicians based on proximity, users can reduce travel time, maximize technician utilization, and reduce the likelihood of missed appointments. GPS tracking allows dispatchers to see if technicians are taking the most efficient route to their next appointment. ServiceMax’s automatic dispatch feature ensures that all arrangements are staffed without delays or gaps in coverage. 

Increased revenue

ServiceMax provides several features that can help users streamline their operations and improve efficiency, saving them time and money that can then be reinvested in other areas of the business or passed on to customers through lower prices. ServiceMax helps users generate additional revenue by making it easy for them to identify opportunities and offer relevant solutions. ServiceMax includes robust reporting and analytics capabilities that can help users track progress and identify areas for improvement.

ServiceMax Pricing

ServiceMax offers custom pricing tailored to businesses of any scale. Interested parties can contact the sales team at their official website for current pricing information. 

Conclusion

ServiceMax provides a suite of tools to help companies manage their field service workforce, schedule and dispatch field service technicians, track inventory, and generate reports from a single platform. The software includes a technician mobile app, providing access to key information and tools in the field. ServiceMax helps organizations improve customer satisfaction by reducing downtime and increasing first-time fix rates. It also provides insights into technician performance and customer trends, helping companies improve their overall field service operations. ServiceMax can be tailored to meet the operational demands of businesses of any size.

Field Service Management (FSM) Market Radar

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ServiceMax Product Overview

  • Case Management and Quoting

  • Social Collaboration

  • Customer & Partner Communities

  • Warranty and Entitlements

  • Customer Accounts and Contacts

  • Work Order Management

  • Installed Base and Contracts

  • Work Order Signature Capture

  • Scheduling and Dispatch

  • Service Parts and Inventory


Languages Supported: English, Spanish, French, Italian, Japanese

Field Service Management (FSM) Software Buyer Guide 2024

Product recommendations, vendor rankings, market overview and tips on how to select Field Service Management (FSM) software for business. Published in March 2024.

Supporting sales agents, field workers and fleet managers, field service management software is all about optimizing routing and effective fleet use. With features such as automatic territory management, map visualization, calendar management and appointmen...

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ServiceMax Features

  • API
  • Calendar Management
  • Contact Management
  • Customer Management
  • Data Export
  • Data Import
  • External Integrations
  • Lead Management
  • Multi-User
  • Notifications
  • Scheduling
  • Task Scheduling/Tracking
  • Timesheets
  • Travel Management
  • Route Optimization
  • Mobile App
  • Fleet Management
  • Map Visualization
  • Appointment Scheduling

ServiceMax FAQs

What are some applications ServiceMax is commonly used in tandem with?

It is most commonly used in tandem with Salesforce.

Who are the main user groups of ServiceMax?

ServiceMax is an ideal field scheduling solution for small and medium-sized growing companies.

What is ServiceMax generally used for?

This service is generally used as a field service management solution.

Does ServiceMax offer guides, tutorials and or customer support?

Support: FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials, Webinars.

Does ServiceMax offer an API?

Yes, it offers API.

What platforms does ServiceMax support?

This is a cloud-based platform, with Android and iOS native apps offered.

Does ServiceMax offer multi-user capability (e.g. teams)?

No.

Does ServiceMax integrate with any other apps?

Integrations: ProntoForms, BOARD, Workato, FinancialForce Accounting, MessageMedia, Cloud Elements, CallidusCloud Commissions, FinancialForce HCM, Blitzz, SAP, JIRA, Oracle EBS, Salesforce, QuickBooks.

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