Likelihood to Recommend We use KickServ for nearly every aspect of our operation and cannot think of a scenario when it is "inappropriate" or "less appropriate". It is the backbone of our operation and is used for everything from data gathering to estimates to invoices to payments and accounts receivables to reports to tracking to storage of photos and past invoices. Better searching abilities would be good instead of having to create tags for things we don't know we are going to need later.
Read full review Small deployments, where you have some specific need for ServiceMax and absolutely need offline capabilities, and are willing to deal with the problems. Otherwise, you may be better off looking at the built-in Work Orders and field service module that
Salesforce is now providing. Their app is direct competition for ServiceMax and integrates much better with cases and knowledge articles.
Read full review Pros Organization - keeps everything organized nicely and has several different filters that you can use to view only the information you need. Simple website - this was important because you want it to load quickly when you are in the office and on the road. Database - keeps track of the things that you enter. This is nice when trying to get information on a product or a price when requested by the customer. Read full review As it's built on Salesforce, the reporting tools are fairly robust The service flow managers can be setup to easily lead technicians to entering data in the right place Read full review Cons Integration with email marketing Advanced searching capabilities (i.e. If I wanted to search for every job I did that had the words "water damage" in their descriptions). More ability to customize templates (like adding additional artwork, pictures) Read full review Dispatch console seems slow and the data is more of a pull than a push into the database. It seems to be a Ferrari and takes a lot of labor hours to configure. Still does not integrate with Apple's products very well. Read full review Likelihood to Renew It's perfect for our company. We rely on it. Tech support is great. We're very happy.
Read full review Usability It is intuitive enough, but there is some training that will be necessary because of a perceived redundancy within their workflow. It can be hard to distinguish which stage a customer is in (thus what the most important thing to be working on, if you are in sales, for instance) without some training.
Read full review Support Rating Very good technical help. The team is well-versed in their product and what to look for, particularly when interacting with other software platforms. You nearly always get a live person when you call, and if you don't, they will return your call promptly. This is another factor in my client's decision to move forward with their solution.
Read full review Engaged account management. Support is based worldwide but handoffs have not been too painful.
Read full review Alternatives Considered Easier to use than
Salesforce . More robust than Zoho. More functionality that is easier to learn than both.
Read full review ServiceMax has an offline capability, and also integrates with our
Salesforce side of business. At the time,
Salesforce did not have a field service application so we could not consider it, but if we could now, we would probably go with that instead. ServiceMax is also expensive. But at the time, ServiceMax was the only offering out there that integrated with
Salesforce , had mobile offline capability, and could operate at the scale we needed.
Read full review Return on Investment We are essentially paper free. No paper work orders. We've been able to avoid a layer of middle management by supplementing this layer with technology. KickServ is a part of that layer. Negatively speaking, like all technology, it has created a void of human level connection. Because we know that we can deliver work orders to our foremen remotely, we are less likely to drive up to the shop and shake a hand or see someone face to face. We had to learn that lesson the hard way, that both technology and human connection are necessary to maintain our culture. Read full review ROI for ServiceMax is mostly dependent on how in depth the organization wants the software. Our ROI is expected within the second year of operation due to the complexity of integration and the initial training requirements for in-house programmers. Inventory control ROI is expected within year three or four due to the number of technicians and creating the foundation of information to import into ServiceMax. Expectations are the front end programming will be complete and our programmers will be better acquainted with the modules and architecture to make the inventory integration smoother than the initial integration. Our organization has been working with ServiceMax for ten months and beginning to incorporate the financials to the work orders. This process has not been as seamless as once projected and the root causes are under investigation. It appears the original fields available to track time between employees were not in depth nor segregated sufficiently for granularity. Read full review ScreenShots