Choose anything else as a service platform, literally anything.
Use Cases and Deployment Scope
ServiceMax was intended to manage our ticketing, service delivery, and invoicing. The goals of the program were to ensure adherence to our customer contract pricing, improve field response time, and streamline billing processes. The platform is used in conjunction with other internal systems and was intended to become the core component to manage all service delivery.
Pros
- Grinding workflows to a halt
- Drastically expanding the time it takes to perform essential job functions
- Breaking with every Salesforce update
Cons
- ServiceMax developers could benefit from having, at a minimum, a surface level understanding of the limitations of object oriented programming
- The platform should be a standalone product instead of attempting to run on top of an existing platform with identical record types
- ServiceMax should provide free state of the art servers and workstations, like the ones used to fold proteins or render complex AI generated graphics for their customers to run the platform on. This would give them the chance to experience the lightning quick responses of legendary programs such as Netscape or America On-line
Most Important Features
- Ticketing
- Invoicing
- Contract Management
Return on Investment
- Significantly delayed DSO
- Drastically increased invoicing errors
- Scared away a number of new recruits who saw that the learning curve was too steep
