ServiceMax

Imagine Flawless Field Service

4,2 /5 (38 reviews) Write a Review!

ServiceMax Overview

What is ServiceMax?

Fed up with manual job assignments, erroneous data entry and
delayed cash collections? It’s time to rethink field service and optimize
operations, delight customers and hit your growth targets.

ServiceMax delivers the future of field service, today. Businesses use
the core field service functionality from ServiceMax to track what their
customers own and what service they’re entitled to, efficiently schedule
and dispatch their technicians and streamline the management of their
work orders.

ServiceMax Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Subscription
Value for money

Monthly Subscription (min. 5 users), Full-service implementation with low start-up costs, Contact ServiceMax for an estimate.


ServiceMax Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, Germany
Supported Languages
English, German, Italian, Japanese, Spanish, Swedish

Media

Updating cases in ServiceMax
Overview and detail acreen on ServiceMax
Map traffic view using the ServiceMax app
ServiceMax iPad app map
IPad signature on ServiceMax
ServiceMax Daily Calendar for iPhone
ServiceMax video ServiceMax screenshot: Updating cases in ServiceMax ServiceMax screenshot: Overview and detail acreen on ServiceMax ServiceMax screenshot: Map traffic view using the ServiceMax app ServiceMax screenshot: ServiceMax iPad app map ServiceMax screenshot: IPad signature on ServiceMax ServiceMax screenshot: ServiceMax Daily Calendar for iPhone

ServiceMax Reviews

ServiceMax Reviews

Overall rating
4,2
/
5
Excellent
17

Very good
16

Average
4

Poor
0

Terrible
1

Value for Money
3,8
Features
4,2
Ease of Use
3,9
Customer Support
4
87% recommended this app
Jill M.

Perfect for our Field Service Engineers


Casey P.

ServiceMax Review

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.


Frankie A.

Service Max add on for Salesforce seems to be a Lambrghini, but it takes a multitude of...

Exercise the brain cells and learn a another programming platform.


Greg B.

Ran the service business quite nicely

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.


Lori W.

Very user friendly and the options for data management is good

Much more efficient service data entry and therefore quicker invoicing to the customer. Better access to reporting and real time updating.


Jill M.
Industry: Biotechnology
Company size: 501-1 000 Employees

Perfect for our Field Service Engineers

Used Weekly for 2+ years
Reviewed on 2018/04/02
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Casey P.
Industry: Medical Devices
Company size: 501-1 000 Employees

ServiceMax Review

Used Daily for 2+ years
Reviewed on 2018/08/15
Review Source: Capterra

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.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Frankie A.
Company size: 201-500 Employees

Service Max add on for Salesforce seems to be a Lambrghini, but it takes a multitude of engineers.

Used Daily for 6-12 months
Reviewed on 2017/05/17
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 5.0/10

Greg B.
Company size: 5 001-10 000 Employees

Ran the service business quite nicely

Used Daily for 2+ years
Reviewed on 2018/12/09
Review Source: SoftwareAdvice

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 6.0/10

Lori W.
Company size: 51-200 Employees

Very user friendly and the options for data management is good

Used Daily for 2+ years
Reviewed on 2018/07/17
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
8,5/10
Based on 38 user ratings
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ServiceMax Pricing

ServiceMax Pricing

Starting from
N/A
Free Trial
Subscription
Value for money

Monthly Subscription (min. 5 users), Full-service implementation with low start-up costs, Contact ServiceMax for an estimate.

Monthly Subscription (min. 5 users), Full-service implementation with low start-up costs, Contact ServiceMax for an estimate.

Value for Money
3,8/5
Based on 38 user ratings
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ServiceMax Features

ServiceMax Features

API
Activity Dashboard
Activity Tracking
Audit Trail
Auditing
Automatic Notifications
Billing & Invoicing
Compliance Management
Customizable Reporting
Data Import/Export
Document Management
Document Storage
Inventory Management
Inventory Tracking
Monitoring
Real Time Data
Real Time Reporting
Reporting & Statistics
Third Party Integration
Workflow Management
Features
4,2/5
Based on 38 user ratings
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Categories

Additional information for ServiceMax

Additional information for ServiceMax

Key features of ServiceMax

  • Case Management and Quoting
  • Customer & Partner Communities
  • Customer Accounts and Contacts
  • Installed Base and Contracts
  • Reports and Dashboards
  • Scheduling and Dispatch
  • Service Parts and Inventory
  • Service Report Templates
  • ServiceMax Linx for QuickBooks
  • ServiceMax Mobile for iPad and iPhone
  • Social Collaboration
  • Warranty and Entitlements
  • Work Order Management
  • Work Order Signature Capture

Benefits

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

ServiceMax Mobile
• Award-winning iPad app or our easy to use iPhone app included for anytime, anywhere access
• Accelerate receipt of service delivery and usage consumption details for immediate invoicing

ServiceMax Linx for QuickBooks
• Faster and more accurate invoicing
• Shorter service-to-cash cycles that improve cash flow

ServiceMax FAQs

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:

Pricing model: Subscription

Free Trial: Available

Monthly Subscription (min. 5 users), Full-service implementation with low start-up costs, Contact ServiceMax for an estimate.

Q. What are the main features of ServiceMax?

ServiceMax offers the following features:

  • Case Management and Quoting
  • Customer & Partner Communities
  • Customer Accounts and Contacts
  • Installed Base and Contracts
  • Reports and Dashboards
  • Scheduling and Dispatch
  • Service Parts and Inventory
  • Service Report Templates
  • ServiceMax Linx for QuickBooks
  • ServiceMax Mobile for iPad and iPhone
  • Social Collaboration
  • Warranty and Entitlements
  • Work Order Management
  • Work Order Signature Capture

Q. Who are the typical users of ServiceMax?

ServiceMax has the following typical customers:

Large Enterprises

Q. What languages does ServiceMax support?

ServiceMax supports the following languages:

English, German, Italian, Japanese, Spanish, Swedish

Q. What type of pricing plans does ServiceMax offer?

ServiceMax has the following pricing plans:

Subscription

Q. Does ServiceMax support mobile devices?

ServiceMax supports the following devices:

iPhone

Q. What other apps does ServiceMax integrate with?

ServiceMax integrates with the following applications:

BOARD, Blitzz, Cloud Elements, FAT FINGER, FinancialForce Accounting, FinancialForce HCM, FinancialForce SCM, MessageMedia, ProntoForms, Workato

Q. What level of support does ServiceMax offer?

ServiceMax offers the following support options:

FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials