ServiceMax

Avantages

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

Inconvénients

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.

Avantages

Servicemax Helps Business to dispatch work orders for any field service operations. Provides a wider visibility on Cases and work orders which helps technicians to easily work one those items.

Inconvénients

Sometimes Servicemax Url becomes unresponsive if there is any global outage and it take more time for product team to resolve those

Avantages

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

Inconvénients

* 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.

Avantages

I have used servicemax daily for years. We integrated service max with Salesforce and this works well. Used for the field management and dispatch of work orders to national engineers, the system works wellIt is easy to train to new staff and has a good and simple layout.

Inconvénients

We had multiple issues with the dispatch console which have led to periods of downtime

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

Full-service suite for the field service industry.

Inconvénients

The application is intensely complex.

Avantages

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

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

the look of the dispatch console for scheduling

Inconvénients

the cost per user and the limitations of customization

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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.