ServiceMax

ServiceMax

Imagine Flawless Field Service

4.3/5 (37 reviews)

ServiceMax Overview

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.

Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Australia, Canada, Europe, Germany, United Kingdom, United States

Supported Languages

English, German, Italian, Japanese, Spanish, Swedish

ServiceMax Reviews

Overall rating
4.3/5
89% positive reviews
17
Excellent
16
Very good
4
Average
0
Poor
0
Terrible
Casey P.

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
Greg B.

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.

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

Flexible and easy

Used Daily for 2+ years
Reviewed on 2018/08/12
Review Source: Capterra

All the service activity is managed on Servicemax , with integration to the ERP.
Both direct employees and partners are reporting only in Servicemax

Pros

The flexibility and ease of configuration of the screens and processes , per the organization logic, is great.
Can make big changes in short time.
Partners (community) platform is great and made a big change in our org.

Cons

The screens time load is slow.
Few basic functions like connectivity to price book, off line mode, need to be improved .
Support is extremely slow , even of urgent issues

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Ronald C.

ServiceMax has helped us to keep our parts inventory accurate and track our customer experience

Used Daily for 2+ years
Reviewed on 2018/07/18
Review Source: Capterra

Pros

For us the parts inventory control is hugely important. We also use the system to track our depot and field service calls to insure that our financial department has the information they need to create invoices and for FDA tracking/reporting needs.

Cons

Reports. The way the system is set up it can be hard to impossible to get all of the information we need on one report. Exporting to Excel and reworking the data is not a good option although it can be done.

Rating breakdown

Value for Money
Ease of Use
Customer Support

ServiceMax 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

  • API

  • Activity Dashboard
  • Activity Tracking
  • Audit Trail
  • Auditing
  • Automatic Notifications
  • Compliance Management
  • Custom Fields
  • Customizable Reporting
  • Data Import/Export
  • Document Storage
  • Inventory Management
  • Inventory Tracking
  • Invoice Management
  • Monitoring
  • Real Time Data
  • Real Time Reporting
  • Reporting & Statistics
  • Third Party Integration
  • Workflow Management

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

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, CallidusCloud CPQ, CallidusCloud Commissions, Cloud Elements, 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