ServiceMax

https://s3.amazonaws.com/media.servicemax.com/pdfs/servicemaxsuite_ds_4pager_dec12_fInal.pdf

Define, view and track service teams, partner service teams and technicians and territories.
Configurable, interactive Gantt chart view of work orders based on users query criteria such as unassigned, assigned, proximity, or customer priority.

• Map display for real-time, geographic view of technicians locations, routes and planned destinations.
• View technicians based on territory, proximity, skills or other criteria.
• Drag-and-drop functionality to assign jobs to technicians manually.
• Prioritize assignments based on customer priority, part availability, or service request priority.
• Schedule based on assignment rules such as reactive or preventative maintenance, repairs or installation priorities and more.
• Automate scheduling and dispatch with batch or cost-based approach with optional Optimax module.
• Automate assignment of orders based on multiple parameters such as skills, coverage, expertise levels, customer priority, technician proximity, shifts, driving distances, cost-reduction, or fastest route with optional Optimax module.
• Dynamically assign work orders to service partners or internally.
• Dispatch the appropriate work orders to service partners manually or automatically based on partnership terms.
• Create and generate estimates, quotes, invoices and customer signatures in the field.
• Capture and track labor costs including overtime, expenses, and mileage for every service request and over time.
• Field access to all data in ServiceMax: equipment service history, parts and equipment status, SLA commitments, access to knowledge base and more.
• Using ServiceMax’s unique Service Flow Manager (SFM), work order processes can be designed and updated using drag-and-drop, speeding initial deployment and easing the process for ongoing changes to workflow.
• SFM also dynamically guides field technicians and partners through workflows, ensuring consistent and best practice-driven service quality on every visit, while reducing training requirements.
• Integrated with Reports and Dashboards to drive analysis of team’s service history, overall parts usage and time consumed, failure analysis reports, billing, costs, and parts usage.
• All functionality is extensible to service partners.
• Allow customers to log, check, and update field service requests via an easy-to-use self-service Web portal.

Marlen

http://www.servicemax.com/downloads/ServiceMaxMarlenCaseStudy.pdf

Marlen International designs and builds food processing equipment, sometimes under the brand name Marlen and Carruthers. The company has been providing its blue chip customers with a team of engineering, design and technical personnel for the planning and implementation of complete food processing systems for over 50 years.

• Marlen had been tracking all customer contact, sales and service information through an ad-hoc collection of software tools and spreadsheets.

• Paper-based tracking system led to inefficient tracking of customer data

• No mobile access to data or applications

• Not integrated with their CRM
• 7 service technicians and 300 customers

Greenspring Energy

http://www.servicemax.com/downloads/ServiceMax_CS_Greenspring.pdf

Greenspring Energy provides a unique combination of solar energy systems and energy saving products and services. Greenspring Energy has identified the best manufacturers and top quality products in key energy saving categories for home or businesses and backs up these products with professional sales, installation and service.

• Greenspring was manually tracking warranties and service contracts and using daily white-board sessions to develop technician’s schedules.

• Needed to integrate with SalesForce

• Further the product’s inventory capabilities enable Greenspring to capture, monitor and automatically update location-based inventory data, for all types of parts transactions including parts requests, stock adjustment or stock transfer.

Solta Medical

http://www.servicemax.com/downloads/servicemax_CS_Solta.pdf

Solta Medical, Inc. (Nasdaq: SLTM) develops innovative aesthetic energy devices to address aging skin. The company is a collaboration of the industry’s two leading brands: Thermage and Fraxel, enabling physicians to offer more compelling solutions to the rapidly growing anti-aging market.

• Need scalable platform

• Solta sought to replace custom, legacy systems including Saleslogix and Microsoft Access with a single, integrated CRM and field service solution.

• In particular, the company needed to improve upon a manual, custom integration with an ERP system to improve their RMA processes.

• Need Customer, Product, Warranty and Contract, Entitlements, SLA.

Conclusion

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