ServiceMax Reviews

So powerful for our Field Service Engineers. Tons of flexibility and they utilize the app all the time.

If you do not elect to purchase the premium support level package, you get the standard M-F 8-5 pm support. Poses challenges frequently. Be prepared to perform upgrades very routinely. You will fall out of the support window if you are not within a certain number of versions of the current.

Overall the software does what its intended to do. It allows our Field Service Technicians better visibility to their workload and a one stop shop for completing service reports, ordering spare parts, visibility for upcoming preventive maintenance visits, a heads up on instrument technical updates, etc. It also provides dispatchers and Service Managers with the information necessary to realign jobs and stay on top of the day to day. From a support standpoint, I find the system is fairly easy to learn and setup. There is a learning curve to getting started but the documentation is great and the SM community is fantastic.

ServiceMax configuration needs some type of versioning or configuration tracking. It also needs an audit trail of who changed what and when. May times I go behind someone and have issues to find out what they may have changed inside of an SFM. The Preventive Maintenance plans and triggering PM Work Orders process seems like it could be simplified a bit. There seems to be a lot going on and it makes the overall process a little complicated.

It has a plethora of useful gadgets and toys and seems to be a cradle to grave solution once you have the programmers behind you to help.

Difficult to program, Although it keeps all service tickets, There is no real way to see all the files that are attached to the Work Orders. As a maintenance department, legacy data easily accessible is what is needed for techs when they roll onto a job and equipment.

Although a little time consuming, once the set up is complete. The 'SFM' driven process flow means the users will be able to complete the required information not just in a service flow, but any that the business requires. Worked very well with some employees who were forgetting certain entry points or attempting to skip points in the process.

The only real negative point to Servicemax is the resource hunger. The package when installed in Salesforce seems to take up a large amount t of space, and the custom code delivered in our implementation (by Servicemax or their trusted partners) was not the best commented so it was difficult for a programming novice to amend for code coverage purposes.

I have always been happy with the great support, they are quick to respond back and always get all issues resolved in a timely manner and are patient when you are not sure what they are wanting you to do. I also like the how efficient it is to enter work orders and make adjustments to them.

The report designing has been challenging and difficult to get the info I want. When I create a report there are a lot of options to create for however the items available under those options are limited.

Overall initially this software appeared to work well in terms of our company size, ease of access while we worked remotely, and ensured high availability in terms of our sales platform.

The cost of the software, is not as definitive as it states. While i rate this software in mid-tier, in order to gain optimal benefits from utilizing this program, you will have to pay development fees towards the subscription fees. As a large company, this becomes costly. Moreover, gaining resources can be tricky.

The flexibility and ease of configuration of the screens and processes , per the organization logic, is great. Can make big changes in short time. Partners (community) platform is great and made a big change in our org.

The screens time load is slow. Few basic functions like connectivity to price book, off line mode, need to be improved . Support is extremely slow , even of urgent issues

Generally easy to find historical WO information and information on technicians. Once WOs are created, it is very easy to change or update details on the WO.

I wish there was a more accessible way of determining who is available from a particular service team for a particular project scope directly from the WO page. I find the current process clunky.

Being built on Salesforce platform means there's lots of developers available to customize the solution

Still using flash for dispatch console limits browser compatibility. The mobile for laptops application doesn't have clear release compatibility matrix.

The tool has rich functionality for scheduling, dispathing and managing work order workflows. The mobile and offline application feature is great to drive adoption with the users in the field.

The timesheet management module was not very robust and had intermittent issues. It can be improved for better user experience.

For us the parts inventory control is hugely important. We also use the system to track our depot and field service calls to insure that our financial department has the information they need to create invoices and for FDA tracking/reporting needs.

Reports. The way the system is set up it can be hard to impossible to get all of the information we need on one report. Exporting to Excel and reworking the data is not a good option although it can be done.

Full-service suite for the field service industry.

The application is intensely complex.

Mobile Apps. Real time and Offline capabilities. Best field service app on Salesforce.

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Easy to configure and easy to customize on top of standard behavior. Lot knowledge base is available for use.

Troubleshooting some of the issues are tough as we will not have their internal managed code and needs to depend on their customer support.

Very powerful. Holds all the information that you could possibly want it to hold. Pretty straight forward.

Lots of navigating needed. Too much clicking to find what you're looking for. Would be nice to see a list of navigation options per customer.

give a strong control on your field activities, parts and services at the end this will make your customers more satisfied

need some feature improvement to link parts and availability to the user interface and provide an accurate status monitoring

Easy to generate Contracts, maintenance of Products and history tractability. Easy to use and gives Users good experience with Covered Products and Contracts.

Some of the customization/configurations all locked for the User, have to implement them manually overriding the standard functionality

I like that all our customer contact and service information is in one place. If I need to find something that was communicated to the customer, it's there.

At times, it can be time consuming when I went to find something specific that is connected to a specific customer especially one that has been with us for a long time and has had a fair amount of work done.

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Intuitive design, mobile functionality, ease of use, streamline dispatching and service documentation capabilities. The relationship ServiceMax maintains with the customer after implementation.

The reporting functionality is solid, but it lacks some of the complex calculation capabilities used in Excel. I would like to see the reporting gravitate towards more of a BI solution.

the look of the dispatch console for scheduling

the cost per user and the limitations of customization

Cloud-based. Backed by salesforce with great support team.

Price. I would like to see pricing based on the modules used, but no regrets; you get what you pay for.

The program is completely customizable to match my companies/customers exact needs. After three weeks of training, we were able to deploy it company wide. The program is completely customizable to match my companies/customers exact needs. The support that ServiceMax provides is also amazing. They respond quickly and will walk you through whatever you need step by step. I'd strongly recommend it to anyone in the service business that is looking to streamline their business and get a leg up on the competition.

We haven't run into any major problems. No complaints!

The ease of use, mobile workers have instant access, reporting.

Dispatch console can be slow and not as user friendly as the rest of the product.

* I enjoyed using ServiceMax when they were backed by General Electric (GE). * ServiceMax is compliant and works which is always a plus.

* ServiceMax has identity issues because the platform sits on top of Salesforce. Salesforce sold off ServiceMax years ago to GE, then GE sold it off to a private equity company. * ServiceMax is clunky and moves at the pace of molasses.