ServiceMax Reviews & Pricing

by ServiceMax | Founded 2007, Pleasanton, CA

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What is ServiceMax?

Industry Specialties: Serves all industries

ServiceMax is an enterprise-grade solution designed for field technicians and back-office managers to help manage essential tasks such as job scheduling, inventory management, onboarding, employee routing and more. It addresses key issues in the field service industry for businesses of any size and scope.

It’s cloud-based, so it is deliverable across several platforms, including cell phones, tablets, desktop computers or embedded devices. It is designed to integrate into new or pre-existing IT infrastructures in medical, education, energy, manufacturing, mining and utilities.

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User Sentiment i

Based on 96 reviews:

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#4

ServiceMax is ranked #4 on the top 10 Dispatch Software leaderboard based on a comprehensive analysis performed by SelectHub research analysts. Compare the leaders with our In-Depth Report.

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ServiceMax Pricing

Based on our most recent analysis, ServiceMax pricing starts at $59 (Per User, Monthly).

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Starting From: $59
Pricing Model: Per User, Monthly
Free Trial: No

Training Resources

ServiceMax is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for ServiceMax:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

ServiceMax Benefits and Insights

Why use ServiceMax?

Key differentiators & advantages of ServiceMax

Replace Pen-and-Paper: Old, inefficient systems for field service management (such as pen-and-paper management) are made obsolete by management products. They can help automate tasks and take a significant load off of back-office managers.
Built on Salesforce Chatter: This product takes advantage of Salesforce’s robust messaging and communication platforms. Technicians can utilize picture sharing and instant messaging features to communicate with not only each other, but with home-base officials and managers.
Improve Customer Satisfaction: The software is capable of matching the right tech with the right job based on a number of factors including skill-level, location, schedule, aptitude and more. This way customers receive quick and efficient help.
Net Return Customers: When customers have their needs met, they often return to a user’s business when future needs arise. Field service software helps users keep in constant communication with their customers.
Run Anywhere: With a cloud-based delivery system, the app can run anywhere at anytime, even offline. Users can equip their team with a myriad of devices to help them stay focused and connected in the field.
Tackle Critical Issues: The system provides rapid notifications for mission-critical issues, be it low inventory stock of a technician requiring additional services in the field. By handling critical issues before they arise or as they happen, business processes can be optimized and customer satisfaction can be bolstered

Industry Expertise

ServiceMax is a recognized leader in the field service industry. Not only do they serve clients in traditional field service roles like maintenance and construction, but they also serve the medical, IT, mining, energy and utilities industries as well. Major customers of ServiceMax include Topcon, Kinetico, Compac, Sony, Tyco, Elekta, Lumenis, Baker and Hughe and more.

ServiceMax Reviews

Average customer reviews & user sentiment summary for ServiceMax:

96 reviews

79%

of users would recommend this product

ServiceMax has a 'good' User Satisfaction Rating of 79% when considering 96 user reviews from 4 recognized software review sites.

Synopsis of User Ratings and Reviews

Based on an aggregate of ServiceMax reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Streamlined Work Order Management: ServiceMax shines in its ability to efficiently manage work orders, encompassing scheduling, dispatch, parts logistics, and real-time updates, ensuring technicians have the necessary information at their fingertips.
Enhanced Technician Productivity: Mobile access empowers technicians with tools to view work orders, access customer information, and document service details, ultimately boosting productivity and first-time fix rates.
Improved Customer Satisfaction: Features like appointment scheduling, real-time service updates, and self-service portals contribute to a better customer experience, fostering loyalty and positive feedback.
Data-Driven Insights: ServiceMax facilitates data collection and analysis, enabling businesses to gain valuable insights into field service operations, identify trends, and make informed decisions for continuous improvement.
Scalability and Flexibility: The platform's scalability allows it to adapt to the evolving needs of businesses, accommodating growth and changing requirements with ease.

Cons

Customization Challenges: The platform's rigidity can make tailoring it to specific workflows or unique business requirements a hurdle, especially for organizations with intricate service processes or industry-specific needs.
Usability Concerns: Navigating the interface and accessing key features can feel cumbersome due to the platform's complexity, potentially hindering user adoption and productivity, particularly for technicians in the field who require a streamlined experience.
Integration Complexities: Connecting ServiceMax with existing enterprise systems or third-party applications can pose integration challenges, requiring additional development effort or specialized expertise to ensure seamless data flow and process synchronization.

Researcher's Summary:

ServiceMax, a field service management software, has garnered positive feedback for its user-friendly interface, scalability to accommodate growing businesses, and adaptability to various industries. Users appreciate the comprehensive overview it provides of customers, assets, and inventory, enabling efficient management and automation of field service processes. The software's ability to track work orders in real-time, ensuring timely completion, has been a significant advantage for many businesses. Additionally, ServiceMax's mobile app empowers field technicians with access to crucial information and tools, enhancing their productivity and responsiveness.

However, some users have expressed concerns about the software's cost and its limited integration capabilities with other systems. These limitations can pose challenges for businesses with complex IT ecosystems or budget constraints. Despite these drawbacks, ServiceMax remains a popular choice for companies seeking to optimize their field service operations. Its strengths in providing real-time visibility, improving technician efficiency, and enhancing customer satisfaction make it a valuable tool for businesses of all sizes. The software's ability to track key performance metrics, such as first-time fix rates and technician utilization, allows companies to identify areas for improvement and make data-driven decisions.

ServiceMax is particularly well-suited for asset-centric industries, such as manufacturing, utilities, and healthcare, where managing and maintaining equipment is critical. Its features for tracking spare parts, managing work orders, and scheduling preventive maintenance align well with the needs of these industries. The software's mobile capabilities, including offline access, ensure that technicians can work effectively even in remote locations with limited connectivity. Overall, ServiceMax offers a robust and versatile solution for companies looking to streamline their field service operations and improve customer satisfaction.

Key Features

Makes technicians 23% more productive: ServiceMax’s cloud-based delivery helps technicians and field service software increase their productivity by as much as 23%. Colloquially, recent studies show that it can also increase customer satisfaction by as much as 20%.
IoT Management: The internet of things (IoT) can greatly augment the field service experience, and ServiceMax comes equipped with features to handle real-time data from IoT devices. These tools help managers and technicians to get to them before they reach a point of failure. IoT integrations can also increase service revenue by 25% and improve uptime by 12% in ServiceMax studies.
Work Order Management: Leveraging a 23% productivity bump, the product’s work order management system is robust and equipped to handle work orders from numerous sources. It offers customer self-service, automated scheduling and a salesforce CRM integration to make receiving orders, scheduling techs and assessing customer data a breeze.
Real-Time Scheduling and Dispatch: Scheduling and dispatching technicians is a monumental task, but with real-time scheduling, dispatch and optimization users can automate these tedious tasks. The system takes into account a number of different factors, including job location, technician skill level and prior job commitments. It can then automatically dispatch the proper tech and optimize his or her route to save time and wear on their vehicle.
Mobile Technician Enablement: Field workers will never be out of sync with their back-office managers. The app can run on numerous devices and connect to home-base easily. This gives techs access to schematics, important data points, maps and tutorials.
Contractor Management: With over 20% of the field service workforce predicted to be contractors by 2020, ServiceMax seamlessly integrates contractors into its payment and scheduling system, enabling a hybrid field service workforce.
Built-In Analytics: The app measures a user’s bottom line and key performance indicators (KPIs). It capitalizes on metrics like SLA achievement, contract leakage, engineer utilization and many more. These metrics are then displayed in intuitive dashboards and reports.

Limitations

Some of the product limitations include:

The application provides a full-suite field service management solution, but the UI is very complex
Dispatch console functionality isn’t user friendly
Few of the customization and configuration features require manual implementation
It’s a cloud-based solution and doesn’t offer on-premise installation
The solution doesn’t allow technicians to fill any forms related to inspections, checklists, safety or regulatory forms

Suite Support

Email: Email support is not available at this time. Instead, users should visit the help portal and utilize the resource library.

Phone: To gain phone support, US customers should call 1-800-756-4960. Customers in other locations should visit the ServiceMax community kitchen and scroll to the bottom of the page to locate their specific region’s call number.

Training: ServiceMax has a number of training options, namely its expansive resource library of videos and documentation for its product. In addition to a resource library, the company offers a “field service university” program — two courses that culminate in a certification exam. The exam costs $2,200 per-person.

Tickets: There is a ticketing option for the product, though it is hidden behind a customer login portal.Turnaround time is unknown.

Cost of Ownership

License/Subscription Cost	Recurring subscription-based model: monthly fee with a minimum number of users, based on the version selected: ServiceMax Express or ServiceMax Enterprise Includes basic setup fees, plus customized implementation support and ongoing training workshops
Maintenance Cost	Regular maintenance releases and upgrades are included in the monthly fees and require no onsite IT support or installation
Installation/Implementation Cost	Included in the subscription cost
Customization Cost	Cost varies depending on the type of features/functionalities added-on for developing or enhancing an existing product feature or module
Data Migration Cost/Change Management/Upfront Switching Cost	Dependent on the type of existing software, the amount of data to be migrated, availability of migration tools, complexity of the data fields, etc.
Recurring/Renewal Costs	Recurring subscription fees typically include maintenance, monitoring, upgrades, training and support to the end-user

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Awards

SelectHub research analysts have evaluated ServiceMax and concluded it earns best-in-class honors for Dispatching, Mobile Capabilities and Scheduling.

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