ServiceMax Field Service Management Is Now a TEC Certified Solution




ServiceMax has become part of Technology Evaluation Centers’ (TEC’s) group of certified field service management (FSM) applications, and is now available for online evaluation in comparison with other FSM software solutions in TEC’s Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM)Evaluation Centers.

Within the next few weeks, the ServiceMax Certification Report will be available for download on the TEC Certification Reports page. The report will portray the product’s main FSM capabilities, in light of TEC’s FSM software research model structure.

This blog post offers a brief overview of the supported principal features and functions that ServiceMax demonstrated during the certification demo.

ServiceMax is an FSM product developed and residing exclusively on the Force.com platform. ServiceMax began its operations in 2007 with the idea of offering an end-to-end suite to its clients. Over time, the company has been able to provide a solution that can address the gamut of complex needs inherent in FSM. Therefore, in 2007, ServiceMax began offering capabilities for all field service areas and has since deepened that functionality.

An interesting aspect of the ServiceMax offering is its ability to offer seamless transition between CRM (salesforce.com) and FSM. One major benefit of the integration between the two types of systems is that users can have a 360-degree view of the customer, including installed products, current or past work orders, locations, service contracts, opportunities, and more.

In addition, field technicians can use Chatter functionality for collaboration and social interaction purposes. Chatter also allows supervisors and managers to monitor events by following the status updates that are automatically posted when technicians check in and out of tasks, for example.

When creating cases, users benefit from an auto-entitlement check features, which indicate whether a client request is billable or covered by contract, whether the equipment falls under warranty, and whether there are any service-level agreements (SLAs) specified in the contract.

The ServiceMax scheduling application ensures that the technician with the right skill set, certifications, etc., is scheduled to handle a case. The scheduler also takes into account distances, territories that technicians cover, and whether technicians are indicated as preferred resources for certain accounts or sets of products. The optimization engine (OptiMax) is able to process all this information to generate the best possible schedules.

Once a work order has been assigned to a technician, the technician can keep track of various details such as time and expenses, returns, etc. In the end, such details are important when creating a customer invoice. When requesting a part, the technician is able to search the nearest location by using the ‘find stock’ feature.

From a mobility perspective, ServiceMax has been focused on delivering its solution in HTML5 to ensure that the product can support all mobile devices. New mobile features include: returns and reverse logistics, enhanced contract management, pro-forma invoicing triggered by the technician, and advanced optimization capabilities. The screenshot below of the ServiceMax iPad mobile interface displays how a field technician has most of the information that he or she needs for the service call under one view.

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To achieve TEC certification, ServiceMax completed TEC’s detailed questionnaire (download sample FSM RFI template) and delivered a comprehensive product demonstration. During the demo, ServiceMax not only showcased the TEC-requested criteria/features and functions, but also provided a detailed view of the product's core capabilities.

Please stay tuned to read the certification report. In the meantime, you can interactively review ServiceMax via TEC Advisor.
 
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