15 Ratings
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Score 7.4 out of 100
14 Ratings
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Score 4.2 out of 100

Attribute Ratings

  • Salesforce Field Service (Click Field Service Edge) and ServiceMax are tied in 1 area: Likelihood to Recommend

Likelihood to Recommend

1.0

Salesforce Field Service (Click Field Service Edge)

10%
3 Ratings
1.0

ServiceMax

10%
4 Ratings

Likelihood to Renew

8.5

Salesforce Field Service (Click Field Service Edge)

85%
2 Ratings

ServiceMax

N/A
0 Ratings

Support Rating

Salesforce Field Service (Click Field Service Edge)

N/A
0 Ratings
8.0

ServiceMax

80%
2 Ratings

Online Training

7.3

Salesforce Field Service (Click Field Service Edge)

73%
1 Rating

ServiceMax

N/A
0 Ratings

Likelihood to Recommend

Salesforce

ClickMobile can be implemented in virtually any organization that has a need for a Mobile Workforce Management system. The only real limitations or concerns will be with the backend hardware architecture. Sectors that have really seen the best utilization of the software are ones that have a dynamic service schedule and need to be extremely flexible with their customers service needs. In a day where customer service is so important to an organizations ability to remain the market leader it is extremely important for an organization to consider implementing a mobile solution. For organizations that already have a mobile management solution in place it is critical that they continuously reevaluate the system in order to remain competitive in their market and drive down operational costs. Change can be difficult for many organizations and the buy-in from the Field resources, who will ultimately be utilizing the mobile solution on a daily basis, will be critical when implementing something like ClickMobile. If the field resources are not able to accept a change to process then Change Management needs to take place during the implementation. It is generally a good rule to begin Change Management at the beginning of any large project, such as one where a mobile solution is being introduced.
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ServiceMax

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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Pros

Salesforce

  • They apparently have an excellent sales team.
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ServiceMax

  • 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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Cons

Salesforce

  • ClickSoftware Mobile Workforce Management takes very skilled and certified personnel to manage the changes to code, logic, or applications.
  • ClickSoftware Mobile Workforce Management requires significant upfront business analysis investment in time and planning to be implemented properly.
  • ClickSoftware Mobile Workforce Management requires a significant investment in IT infrastructure in order to implement successfully.
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ServiceMax

  • 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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Pricing Details

Salesforce Field Service (Click Field Service Edge)

Starting Price

Editions & Modules

Salesforce Field Service (Click Field Service Edge) editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    ServiceMax

    Starting Price

    $100 per month

    Editions & Modules

    ServiceMax editions and modules pricing
    EditionModules
    Subscription$100.001

    Footnotes

    1. per month

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Required

    Additional Details

    Likelihood to Renew

    Salesforce

    As of right now there is not a alternative that seems to offer all of the functionality with a vision of what is needed in the future. It is my belief that ClickSoftware will remain a leader in Mobile Workforce Management for a long time.
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    ServiceMax

    No answers on this topic

    Support Rating

    Salesforce

    No answers on this topic

    ServiceMax

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

    Salesforce

    Overall the training was quite informative but did lack detail in some areas. It had all of the necessary content for an experience product user but didn't offer enough information for a new user to complete the training and then feel comfortable in real-world situations running or managing the software. I would recommend this course for anyone with at least 1 year of full-time exposure to the ClickSchedule product.
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    ServiceMax

    No answers on this topic

    Alternatives Considered

    Salesforce

    I only recall reviewing the Oracle Scheduler a few years ago, and it was not as robust or user friendly on the GUI as ClickSchedule was. We have reviewed no other such solutions that I am aware of, we are a long time user of the ClickSoftware line of products especially Schedule and Analyze.
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    ServiceMax

    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.
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    Return on Investment

    Salesforce

    • Field nurses are spending 4-5 (paid) hours a week trying to troubleshoot this software.
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    ServiceMax

    • 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.
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    Screenshots

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