TrustRadius Insights
Users have found that this product is ideal for completing tasks quickly and uploading them to the cloud. The seamless integration with …
Starting at $100 per month
View PricingOverview
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…
Recent Reviews
Pricing
Subscription
$100.00
Cloud
per month
Entry-level set up fee?
- Setup fee required
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
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
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
- Salesforce Field Service
- TrueContext
- Aquant
- Baxter Planning
ServiceMax Competitors
ServiceMax Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android, Windows Phone, Blackberry, Other |
| Supported Countries | GLOBAL |
| Supported Languages | ALL |
ServiceMax Downloadables
Comparisons
Compare with
Reviews and Ratings
(15)
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!
- Business Problems Solved
- Pros
- Cons
- Recommendations
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:
-
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.
-
Users highly recommend the product, mentioning its useful resources and fantastic support system. They also appreciate the helpful account managers for customer success.
-
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.
-
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.
-
System integration needs should be carefully considered when using the product.
-
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.
Attribute Ratings
Reviews
(1-2 of 2)Companies can't remove reviews or game the system. Here's why
February 01, 2018
ServiceMax was good, but Salesforce will eat their lunch
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.
- 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.
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.
October 27, 2017
ServiceMax evaluation by The Mad Electronic Slave
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.
- 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
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.
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.