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ServiceMax

ServiceMax

Overview

What is ServiceMax?

ServiceMax’s mission is to help customers with asset-centric field service management software. ServiceMax’s mobile apps and cloud-based software provide an overview of assets to field service teams. By optimizing field service operations, customers across all industries can better manage the…

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Learn from top reviewers

Choose anything else as a service platform, literally anything.

Rating: 1 out of 10
October 31, 2022
Vetted ReviewVerified User
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 f...
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David Corbari
Account Manager - Customer Service
Veolia
ServiceMax2 years of experience

Requires Upfront Commitment to Configure it Right

Rating: 6 out of 10
November 25, 2019
IncentivizedVetted ReviewVerified User
ServiceMax is used by our Field Services organization to track field service requests and the subsequent reports. It is also used by our operations to track locations of insta...
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Verified user
Engineer
ServiceMax4 years of experience

ServiceMax was good, but Salesforce will eat their lunch

Rating: 4 out of 10
February 1, 2018
IncentivizedVetted ReviewVerified User
We are using ServiceMax for our entire North America team of 200+ field service technicians. Backoffice support and technical support teams are also using it to support field ...
Continue reading
Hans Hong
Manager - Customer Service
Technical Support Manager
Videojet Technologies
ServiceMax4 years of experience

ServiceMax evaluation by The Mad Electronic Slave

Rating: 5 out of 10
October 27, 2017
IncentivizedVetted ReviewVerified User
Service Max is being used as the O&M extension to SalesForce. It currently is the platform for creating service tickets and handling the data entry for service tickets. Se...
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Verified user
Manager
ServiceMax1 year of experience
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Pricing

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Subscription

$100.00

Cloud
per month

Entry-level set up fee?

  • Setup fee required

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Product Demos

ServiceMax | We Keep the World Running | Satellite Films

YouTube

Payscape Product Demo: Accept Credit Card Payments in ServiceMax

YouTube

servicemax thinglogix connected truck demo hd

YouTube

Spoke AIOT - ServiceMax Demo - Summer 2021

YouTube

SparkPerform for ServiceMax Quick Demo

YouTube

Payscape Demo | ServiceMax

YouTube
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Product Details

What is ServiceMax?


ServiceMax is a cloud-based field service management solution delivering an integrated suite of applications for managing employees and customers. It is suitable for growing and small-scale businesses across various industries including medical, energy, mining, manufacturing and utilities.

ServiceMax addresses some key functionalities including, contract management, task scheduling, social collaboration and customer service. The system manages current customer contracts in a user-friendly format, ensuring that information is accurate and accessible for employees. Their scheduling matrices help manage technician’s time and efficiency. Inventory management features help track parts, returns, and repairs.

Built on the Salesforce.com Chatter platform, ServicePulse is the social network available through ServiceMax. Technicians can troubleshoot issues by posting pictures and questions, and then collaborate with each other in real-time. Developed on HTML5, the ServiceMax mobile site connects those in the field around the clock. They also have native mobile apps available for the iPad and other devices.



ServiceMax Features

  • Supported: Billing & Invoicing, Call Center Management, Contractor Management, Customer Database,
  • Supported: End Customer App, Entitlements, Field Service Analytics, Installed Base Management, Inventory Control,
  • Supported: Job Management, Job Tracking, Mobile Technician App, Proactive Maintenance, Remote Service App Routing,
  • Supported: Scheduling, Self Service Portal, Service History Tracking, Technician Management, Warranty Management, Work Order Management

ServiceMax Screenshots

Screenshot of Asset 360 for Salesforce Field ServiceScreenshot of Entitlements, Contracts & WarrantiesScreenshot of Scheduling & OptimizationsScreenshot of Powerful Asset DataScreenshot of Mobile Suite: Zinc, Engage, Service Board, GoScreenshot of Partner, RMA, Depot RepairScreenshot of ServiceMax Core Architecture

ServiceMax Videos

Who is ServiceMax? Every day service happens around us – powering the very things that make our lives both meaningful and purposeful.
ServiceMax and Salesforce are combining 3 decades of expertise to deliver the world’s most complete field service offering: Asset 360.

Watch ServiceMax Asset 360 for Salesforce Demo

Watch Eastman Kodak Talks Customer-Centricity & Harnessing Asset Data with ServiceMax and Salesforce

ServiceMax Integrations

ServiceMax Competitors

ServiceMax Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Windows Phone, Blackberry, Other
Supported CountriesGLOBAL
Supported LanguagesALL

ServiceMax Downloadables

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Comparisons

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Reviews From Top Reviewers

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Users have found that this product is ideal for completing tasks quickly and uploading them to the cloud. The seamless integration with third-party software has made it incredibly easy for users to incorporate into their existing workflows. Businesses have been able to standardize service processes globally, resulting in increased efficiency and automation with legacy systems. Service technicians have reported gaining greater control and efficiency in their service functions, reducing the need for manual labor. Additionally, the exceptional tech support has been highly praised, with a willingness to address issues and polite interactions. However, some users have expressed concerns about recent changes in company leadership. Overall, this product has provided organizations with real-time updates on accounts and product information, resulting in faster turnaround times for work. With its excellent customer support, knowledgeable staff, and customized functionality for managing tool calibration processes, this product is considered a good choice for businesses looking to improve their service operations.

Easy to use and intuitive: Many users have stated that the software is easy to use and intuitive. They appreciate the user-friendly interface and find it simple to navigate through different features and functions. Several reviewers mentioned that they were able to quickly understand how to operate the software without much training or technical knowledge.

Great integration capabilities: A significant number of users have praised the software's integration capabilities. They mentioned that the software can be easily integrated into other third-party applications, allowing for seamless data sharing and workflow management. This feature has been particularly helpful for users who rely on multiple systems for their business operations.

Excellent customer support: Users highly value ServiceMax's customer support team. They have expressed satisfaction with the quick response times, timely issue resolution, and patience displayed by the support staff. Reviewers also appreciate having access to developers due to the software being built on the Salesforce platform, which ensures prompt assistance when needed.

Difficult to Use: Many users have found the software to be clunky and difficult to navigate. The user interface is confusing and lacks necessary information, making it challenging for users to perform basic functions. Some reviewers have even mentioned that it took them longer than expected to become comfortable with the software.

Limited Functionality: Several users have expressed their preference for other apps, such as Salesforce, due to the lack of robustness in this software. They feel that it doesn't offer the same level of functionality and features as competing platforms like Salesforce Enterprise. Additionally, some users have found the current process for determining team availability to be clunky and not suitable for all business needs.

Poor Support: Users have reported slow response times from the support team, especially when urgent issues arise. Some reviewers have also mentioned that the community support team has stopped providing assistance altogether. This lack of responsive support can be frustrating for customers who rely on timely help when facing problems or needing guidance.

Users have provided several recommendations for ServiceMax:

  1. It is important to prepare processes before designing and implementing the system, involving entry-level users and field service team members in the design process for valuable insights.

  2. Users highly recommend the product, mentioning its useful resources and fantastic support system. They also appreciate the helpful account managers for customer success.

  3. Users mention that they haven't utilized all the features yet but plan to use iPads for live service reports. They commend ServiceMax for their focus on the field service business community.

  4. Integration with Salesforce is a key factor in choosing ServiceMax, and users advise clarifying business processes before designing the solution. They also recommend trying it out.

  5. System integration needs should be carefully considered when using the product.

  6. ServiceMax is considered a great product for field service with Salesforce, especially for viewing the entire flow of an account from sales to service.

These recommendations provide insights into how to effectively use ServiceMax and highlight its benefits in terms of resources, support, integration, and utility for field service operations.

View all reviews
(1-4 of 4)

Choose anything else as a service platform, literally anything.

Rating: 1 out of 10
October 31, 2022
DC
David Corbari
Account Manager in Customer Service
Veolia (Environmental Services, 10,001+ employees)
Vetted Review
Verified User
ServiceMax
2 years of experience
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
Likelihood to Recommend
ServiceMax boasts that it runs natively on the SalesForce platform however, in reality, it functions less as a native component and more so as a confusing doppelganger that redirects your work at every turn from its intended output to something else entirely. Although it blends right into SalesForce on a surface level it is by no means seamless as it takes every frustrating or slow element of its host platform and amplifies them, seeming exponentially at times. This is of course until you'd like the ServiceMax components to differentiate themselves in some manner from elements that are actually native to SalesForce. For example, let's say you'd like to run a report of tickets pending review for invoicing but both SalesForce and ServiceMax's service platforms have the record types "Ticket" and "Invoice", what do you do? Well, you get to take part in what will soon become your new top housekeeping task, hours of trial and error until you stumble upon the magic combination of selections that might get you *most* of your data. In short, ServiceMax is...
  1. Painfully slow - I wrote this review while waiting for it to update a single line in Price Book)
  2. Inherently buggy
  3. Unintuitive
  4. Hopefully shortlived
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

ServiceMax was good, but Salesforce will eat their lunch

Rating: 4 out of 10
Incentivized
February 01, 2018
HH
Hans Hong
Technical Support Manager
Videojet Technologies (Printing, 1001-5000 employees)
Vetted Review
Verified User
ServiceMax
4 years of experience
View profile
Use Cases and Deployment Scope
We are using ServiceMax for our entire North America team of 200+ field service technicians. Backoffice support and technical support teams are also using it to support field service operations. This unifies us all into one system where a customer can smoothly talk to tech support, open a service call, be scheduled, and have a technician show up on site. The technician can then close the work order and report back into the system the results of the service call, and the call can then be billed out by our ERP system (we are integrated with Oracle).
Pros
  • Offline support is there, but with many catches and caveats.
  • A separate engine for the mobile app that runs and can be designed separately from Salesforce.
  • Integration with Salesforce is decent.
Cons
  • The offline sync is very buggy and has many limitations. Recovery of the sync if it fails because of technicalities is in many ways, unrecoverable and unexplainable by the user.
  • No integration with Salesforce knowledge articles.
  • Support is limited and usually not knowledgeable about their own products.
Likelihood to Recommend
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.
Return on Investment
  • Service efficiency is up about 20%
  • Simplified work order closure process prevents errors and user frustration
  • CSE satisfaction is much improved
  • Work order closure process adherence is almost 100% because of the ability to close work orders anywhere.
Alternatives Considered
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.
Other Software Used

Requires Upfront Commitment to Configure it Right

Rating: 6 out of 10
Incentivized
November 25, 2019
Verified User
Engineer in Quality Assurance
Computer Hardware Company, 5001-10,000 employees
Vetted Review
Verified User
ServiceMax
4 years of experience
Use Cases and Deployment Scope
ServiceMax is used by our Field Services organization to track field service requests and the subsequent reports. It is also used by our operations to track locations of install base by serial number and process return materials authorizations. Quality organization uses it to track failure rates. Further, we use it to interface repair orders of the returned hardware to our contract manufacturers.
Pros
  • 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
Cons
  • They are still using Flash for the dispatch console, even though Flash will soon be deprecated in many browsers
  • Configuration remains esoteric, especially that you have to hit save button in several places just to make one change in the service flow manager
  • Can only tell user usages based on Salesforce logins, cannot tell actual usage of Servicemax itself if you have other SFDC based applications sharing same SFDC org
Likelihood to Recommend
ServiceMax is well suited for service requests that last on the scale of hours. Once service requests span multiple days it becomes more difficult.
Return on Investment
  • We are able to track and easily report on the location of all our installed hardware to pinpoint issues.
Support Rating
8
Engaged account management. Support is based worldwide but handoffs have not been too painful.

ServiceMax evaluation by The Mad Electronic Slave

Rating: 5 out of 10
Incentivized
October 27, 2017
Verified User
Manager in Product Management
Renewables & Environment Company, 201-500 employees
Vetted Review
Verified User
ServiceMax
1 year of experience
Use Cases and Deployment Scope
Service Max is being used as the O&M extension to SalesForce. It currently is the platform for creating service tickets and handling the data entry for service tickets. ServiceMax also becomes the basis for accounting and billing from the service ticket information. Future plans are for it to handle inventory.
Pros
  • ServiceMax easily creates service tickets and tracking information.
Cons
  • 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.
Likelihood to Recommend
ServiceMax tends to be for larger organizations that would have an IT department dedicated to integration and development. Reports are not easy to configure and depending on what database table the information resides in, you can not add fields that are not on the same database.
Return on Investment
  • 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.
Alternatives Considered
ServiceMax is a more in-depth system created for larger institutions compared to Basecamp 2. Basecamp is a product that is quick to initiate but lacks the reporting power of ServiceMax, but Basecamp 3 is reported to add reporting functionality. ServiceMax reporting can be a challenge due to how the back-end architecture and how the tables were created.
ServiceMax compared to AS400, well, AS400 has been the mainstream architecture for decades but takes programming expertise to incorporate and maintain. ServiceMax seems to have the potential to work on the same level, but as previously stated, it is programming intensive and organizations should be prepared for integration by hiring people trained in ServiceMax.
Other Software Used
Box, Procore
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