Likelihood to Recommend
ECI e-automate is a very stable on-prem application. The cloud version has yet to be tested and determined, but I have heard ok reviews. It is scalable for any size business to get started and then to add features; it functions as it should and is a robust tool with several features that can easily allow any entity to run their business.
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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
is now providing. Their app is direct competition for ServiceMax and integrates much better with cases and knowledge articles.
Read full review Pros Inventory control. Technician tracking. Quoting. Integration with 3rd party software. 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 Allowing multiple, movable windows within the program so you can bounce between screens. More friendly integration with third party apps. 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 Support Rating
Sometimes when you need answers quickly, a voice on the phone is far better than having to wait for email support or a callback. I have found this to have delays and feel ECI e-automate should invest more in its support infrastructure.
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Engaged account management. Support is based worldwide but handoffs have not been too painful.
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Unfortunately, in the copy/print side of things, e-automate is the software to use, so our options were very limited when shopping around. When we decided to implement the IT side of the company, we didn't want to track the revenue, etc from the IT in a different application like Quickbooks, etc. so we had to make e-automate fit our needs.
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ServiceMax has an offline capability, and also integrates with our
side of business. At the time,
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
, had mobile offline capability, and could operate at the scale we needed.
Read full review Return on Investment It has given us better insights into how our IT side is growing. It took a lot of man-hours on our side to make it work for the IT side. Inventory is still a very manual process. 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