About ServiceMax
It's time to maximize your asset performance and differentiate with service with ServiceMax Asset 360.
In today’s environment, companies across industries have to reimagine how they operate. Requirements for equipment performance have intensified, while customer expectations of service continue to rise. In order to thrive, organizations must advance beyond the standard break-fix model to ensure uptime and customer experience priorities.
Asset 360 delivers complete visibility into install base, service contracts and asset performance to maximize equipment uptime, reduce maintenance costs and adopt outcome-based service models. Natively built of Salesforce Field Service, Asset 360 enables service organizations to:
- Accelerate Time to Value
- Reduce Warranty and Contract Leakage at Scale
- Maximize Contract Attach Rates & Renewals
- Automate Parts, Return & Depot Repair Processes
Key benefits of ServiceMax
Work Order Management
• Maximize field productivity
• Reduce billing errors
• Reduce days sales outstanding and increase cash flow
Installed Base, Contracts & Entitlements
• Eliminate warranty leakage
• Reduce service and parts giveaways
• Increase service revenue through cross-sell and up-sell
• Improve customer relationships
Advanced Scheduling
• Increase dispatch and route efficiency to reduce drive time
• Increase first time fix rate
• Improve customer satisfaction
Mobile Field Service App
• Easy to use Android and iOS
• Provides comprehensive offline capability for anytime, anywhere access
• Highly customizable, allowing you to tailor it to your unique field service needs
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Reviews
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- Industry: Biotechnology
- Company size: 501–1,000 Employees
- Used Weekly for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Perfect for our Field Service Engineers
Reviewed on 02/04/2018
Pros
So powerful for our Field Service Engineers. Tons of flexibility and they utilize the app all the time.
Cons
If you do not elect to purchase the premium support level package, you get the standard M-F 8-5 pm support. Poses challenges frequently. Be prepared to perform upgrades very routinely. You will fall out of the support window if you are not within a certain number of versions of the current.
- Industry: Medical Devices
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
ServiceMax Review
Reviewed on 15/08/2018
I think ServiceMax was a good choice for us. ServiceMax has by far one of the best customer...
I think ServiceMax was a good choice for us. ServiceMax has by far one of the best customer support systems I have had the pleasure of dealing with. Everyone at ServiceMax seems to be extremely knowledgeable and always happy to help or find the right person to help.
Recently we had the need for tracking specific tools used by our Technicians. These Tools require calibration on a specific intervals and using a tool outside of its calibration expiration is a a regulatory concern. Before, this tracking was done manually via a spreadsheet and audits on this process were poor. I was able to build custom objects in Salesforce and then leverage ServiceMax to create the functionality that allows our Service Center to easily manage the Tool Calibration process and improve regulatory compliance. This included automatic notifications when tools were due for calibration, when tools ship to and from our Service Center and the ability for Technicians to view, receive and ship Service tools from the ServiceMax mobile application.
Pros
Overall the software does what its intended to do. It allows our Field Service Technicians better visibility to their workload and a one stop shop for completing service reports, ordering spare parts, visibility for upcoming preventive maintenance visits, a heads up on instrument technical updates, etc. It also provides dispatchers and Service Managers with the information necessary to realign jobs and stay on top of the day to day.
From a support standpoint, I find the system is fairly easy to learn and setup. There is a learning curve to getting started but the documentation is great and the SM community is fantastic.
Cons
ServiceMax configuration needs some type of versioning or configuration tracking. It also needs an audit trail of who changed what and when. May times I go behind someone and have issues to find out what they may have changed inside of an SFM.
The Preventive Maintenance plans and triggering PM Work Orders process seems like it could be simplified a bit. There seems to be a lot going on and it makes the overall process a little complicated.
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 5.0 /10
Service Max add on for Salesforce seems to be a Lambrghini, but it takes a multitude of...
Reviewed on 17/05/2017
Exercise the brain cells and learn a another programming platform.
Exercise the brain cells and learn a another programming platform.
Pros
It has a plethora of useful gadgets and toys and seems to be a cradle to grave solution once you have the programmers behind you to help.
Cons
Difficult to program, Although it keeps all service tickets, There is no real way to see all the files that are attached to the Work Orders. As a maintenance department, legacy data easily accessible is what is needed for techs when they roll onto a job and equipment.
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 6.0 /10
Ran the service business quite nicely
Reviewed on 09/12/2018
All in all its a good product. But when it comes to trying to back out or remove the package from...
All in all its a good product. But when it comes to trying to back out or remove the package from Salesforce it's not a straight forward one click uninstall.
Pros
Although a little time consuming, once the set up is complete. The 'SFM' driven process flow means the users will be able to complete the required information not just in a service flow, but any that the business requires. Worked very well with some employees who were forgetting certain entry points or attempting to skip points in the process.
Cons
The only real negative point to Servicemax is the resource hunger. The package when installed in Salesforce seems to take up a large amount t of space, and the custom code delivered in our implementation (by Servicemax or their trusted partners) was not the best commented so it was difficult for a programming novice to amend for code coverage purposes.
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Very user friendly and the options for data management is good
Reviewed on 17/07/2018
Much more efficient service data entry and therefore quicker invoicing to the customer. Better...
Much more efficient service data entry and therefore quicker invoicing to the customer. Better access to reporting and real time updating.
Pros
I have always been happy with the great support, they are quick to respond back and always get all issues resolved in a timely manner and are patient when you are not sure what they are wanting you to do. I also like the how efficient it is to enter work orders and make adjustments to them.
Cons
The report designing has been challenging and difficult to get the info I want. When I create a report there are a lot of options to create for however the items available under those options are limited.
ServiceMax FAQs
Below are some frequently asked questions for ServiceMax.Q. What type of pricing plans does ServiceMax offer?
ServiceMax offers the following pricing plans:
- Starting from:
- Pricing model: Subscription
- Free Trial: Not Available
Monthly Subscription (min. 5 users), Full-service implementation with low start-up costs, Contact ServiceMax for an estimate.
Q. Who are the typical users of ServiceMax?
ServiceMax has the following typical customers:
51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does ServiceMax support?
ServiceMax supports the following languages:
English, German, Italian, Japanese, Spanish, Swedish
Q. Does ServiceMax support mobile devices?
ServiceMax supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does ServiceMax integrate with?
We do not have any information about what integrations ServiceMax has
Q. What level of support does ServiceMax offer?
ServiceMax offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat
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