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ServiceMax is a cloud based field service management solution.https://dudodiprj2sv7.cloudfront.net/product-logos/Yd/D6/B1QSHTEXVLPM.PNGServiceMax was good, but Salesforce will eat their lunchWe 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).,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.,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.,4,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.,Salesforce Service Cloud and Oracle Service Bus,Salesforce Service Cloud, Asana, JIRA SoftwareServiceMax evaluation by The Mad Electronic SlaveService 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.,ServiceMax easily creates service tickets and tracking information.,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.,5,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.,Basecamp and AS400,Box, Procore
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ServiceMax
6 Ratings
Score 5.4 out of 101
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ServiceMax Reviews

ServiceMax
6 Ratings
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Score 5.4 out of 101
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Hans Hong profile photo
February 01, 2018

Review: "ServiceMax was good, but Salesforce will eat their lunch"

Score 4 out of 10
Vetted Review
Verified User
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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).
  • 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.
  • 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.
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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October 27, 2017

Review: "ServiceMax evaluation by The Mad Electronic Slave"

Score 5 out of 10
Vetted Review
Verified User
Review Source
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.
  • ServiceMax easily creates service tickets and tracking information.
  • 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.
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.
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ServiceMax Scorecard Summary

About ServiceMax

ServiceMax is a cloud based field service management solution that was acquired by GE Digital.

ServiceMax Features

Has featureBilling & Invoicing, Call Center Management, Job Tracking, Scheduling, Technician Management
Has featureContract Management, Inventory Control, Mobile Access, Service History Tracking, Work Order Management
Has featureCustomer Database, Job Management, Routing, Self Service Portal

ServiceMax Competitors

Pricing

Has featureFree Trial Available?Yes
Has featureFree or Freemium Version Available?Yes
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?Required

ServiceMax Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android, Windows Phone, Blackberry, Other
Supported Countries:GLOBAL
Supported Languages: ALL