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ServiceMax

Field service management app


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Published 12/03/2014 and rated Ratingstars4 4 out of 5 stars
by AppAppeal Editor
What can you use the app for?

ServiceMax is a field service management application that connects workforce management, inventory and parts management, along with customer and team communication. The app provides scheduling, dispatching and work order management features to manage all field workforce operations. While further features let you track and manage inventory, parts contracts and warranties, as well as communicate with coworkers through social communication tools. ServiceMax also offers a customer self-service portal, along with anywhere access from all mobile devices.

At the core of most field service management apps are their scheduling and dispatching tools, ServiceMax’s advanced, configurable scheduling ensures that the right technicians are assigned the right job. You can set up predefined dispatching rules based on technician skill level, timetable, priority level, part availability, territory, and distance to the job. Additional tools let you assign multiple technicians or service teams, set up “Drip-Feed” scheduling, and assign service partner work orders.

ServiceMax provides a wealth of contract management features that integrate with Salesforce.com Sales Cloud and Service Cloud to sync and track all information related to work orders, contracts, parts orders, installed products, shipments, de-installations, equipment moves and more. You can see a detailed list of installed products by customer, as well as warranties, service contracts, and service plans. Customers and partners can use the app to manually update their information via their own portals.

ServiceMax also offers a number of social communication tools for employees and managers to keep up-to-date and in touch at all times. These communication tools are based on familiar social networking features such as profiles, live newsfeeds, status updates, commenting, and more. Users can also share documents, and post questions and photos.

ServiceMax screenshot
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What is the history and popularity of the app?

ServiceMax was founded in 2007 and is headquartered in the United States. The company’s mission is to provide a field service management app that covers the entire ground of all service company operations. The solution covers workforce management, scheduling and dispatch; along with service management, parts logistics, contract and inventory management; and enterprise social communication.

ServiceMax hosts a number of testimonials on their website from companies of all sizes and across industries. These include big brands such as Coca-Cola, GE and Medtronic, along with medium and small business in HVAC, medical devices, real estate management, computer technology and more. ServiceMax has won numerous awards including the International Best in Biz Awards in 2013.

What are the differences to other apps?

ServiceMax offers all of the expected core features of a diverse field service management app, such as an intelligent scheduling tool, customizable dispatching features and work order management. However, the app also provides a multitude of features for inventory, parts logistics, contract and warranty management that are highly customizable and flexible.

The social collaboration tools perhaps make ServiceMax stand above other apps in this category, providing a way to share documents, have conversations, and share thoughts in real-time across the organization. Furthermore, the app offers reporting, dashboards, business process management and an “insights engine” for further business visibility. In full, the capabilities and mountain of features provided by ServiceMax are too extensive to list.

Alternative Apps
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  • Tiny Wintac
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How does the web app look and feel to use?

ServiceMax was built on the Salesforce1 platform from salesforce.com meaning the layout and design will be familiar to Salesforce users. The familiar blue and white interface with orange buttons, includes a top navigational header that provides access to all the main features, such as: Accounts, Cases, Installed Products, Locations, Parts Requests, Products, Service/Maintenance Contracts, Service Plans, Service Teams, Reports, Warranty Terms and Work Orders.

ServiceMax includes a drag-and-drop scheduling tool, a shared calendar and a live map view of traffic, job and staff locations. The mobile app gives field workers access to all work order, location, parts and any other details they need on the go, along with electronic signature and other customer-centric tools. ServiceMax works seamlessly on all smartphones, iPads, laptops. The social communication tools include familiar features such as hashtagging, liking, following and trending. There is also a tailored customer portal and a partner portal that are both easy to use.

How does the registration process work?

To register for ServiceMax you need to head to their homepage and click on the blue “Free Trial” button in the centre of the page. This leads you to a form requesting your name, work email, job title, company name, number of employees and country. You then click on the “Submit” button to start a free 30-day trial of the Express Edition of ServiceMax.

What does it cost to use the application?

There are two editions of ServiceMax: Express and Enterprise. ServiceMax Express is the basic plan that is designed for teams of less than 50 and at least 5 users. It includes scheduling, work order management, dispatching, base management, preventative maintenance, contract management, and standard reporting.

ServiceMax Express is designed for larger companies and includes a number of additional features such as social collaboration, entitlements and warranties, case management, parts logistics, and a number of advanced add-ons and capabilities. You need to contact ServiceMax to get a quote for each.

Who would you recommend the application to?

ServiceMax is a fully-featured and highly customizable field service app making it a great solution for businesses with diverse needs. The social communication tools make it perfect for large teams, while features such as parts, inventory and contact management make it a good solution for fast moving, busy companies that need a greater way to manage and keep a tight track of all of their service operations.

All plans include training courses and an implementation specialist which make is a nice solution for first time cloud app users. As ServiceMax is Salesforce native it is also perfect for existing Salesforce product users due both to its layout and integrations.

  • Advanced scheduling and dispatch for intelligent matching of technicians with jobs
  • Contract management that includes installed base management, warranty, SLA compliance and more
  • Manage service parts, reverse logistics, inventory, depot repair and more in great depth
  • ServicePulse: an enterprise social networking tool for discussions, document sharing and profiles
  • Customer portal and partner portal with the ability to access and update information
  • Mobile app that works on all iPhones, iPads, smart phones and laptops
  • More than 70 pre-defined reports and 24 pre-built dashboards, as well as customizable dashboards


ServiceMax video

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