CTM vs. ServiceMax

[CallTrackingMetrics] is well suited for HIPAA Compliant Call Tracking when working with medical clients and is great for all clients who do online sales or patient intake. Clients with low volume of calls may not get enough value for the cost of this platform.

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Very easy to set up and use. You can create as many tracking numbers and sources as you need. Easily organize and filter them for results and placing the code is so simple. Anyone can use this software.
• Listening to the calls makes life simple. We can hear what the potential lead said and record feedback to better our marketing efforts. You can even flag or email the call recordings if you need to share inside or outside your organization.
• Call reporting is a breeze! You can easily filter your sources, call duration, time and more and reports are extremely accurate.
• Cost is well worth what you get from the software.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• 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

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Can get pricy.
• More complex integrations may need professional services.
• No push notifications for incoming SMS on mobile app (non agent).

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• 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.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

Engaged account management. Support is based worldwide but handoffs have not been too painful.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

CallTrackingMetrics has stood up well compared to Salesforce. Being that we are a high volume call center for schools, it has been very good for the company. I feel that CallTrackingMetrics is really good for our company compared to Salesforece CMS.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Fits nicely into the % of budget dedicated to Analytics
• CallTrackingMetrics is our system of truth for source of calls for Local Service business
• CallTrackingMetrics is our system of truth for CSR staffing plans at Supplier / Distributor

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• 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.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info