Requires Upfront Commitment to Configure it Right
November 25, 2019

Requires Upfront Commitment to Configure it Right

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise

Overall Satisfaction with ServiceMax

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.
  • 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
  • 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
  • We are able to track and easily report on the location of all our installed hardware to pinpoint issues.
Engaged account management. Support is based worldwide but handoffs have not been too painful.

Do you think ServiceMax delivers good value for the price?

Not sure

Are you happy with ServiceMax's feature set?

No

Did ServiceMax live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of ServiceMax go as expected?

No

Would you buy ServiceMax again?

Yes

ServiceMax is well suited for service requests that last on the scale of hours. Once service requests span multiple days it becomes more difficult.