Blogs ServiceMax Connect Lisbon: Igniting Insights, Fueling Future Service Success

ServiceMax Connect Lisbon: Igniting Insights, Fueling Future Service Success

June 27, 2024

ServiceMax EMEA recently hosted its annual conference, ServiceMax Connect, in Lisbon, Portugal. The event brought together leading service professionals from across the globe to share best practices, explore industry trends, and learn about the latest innovations in field service technology.

PTC leadership sets the stage for collaborative success

The conference kicked off with a warm welcome from Priscila Garcia, Vice President of ServiceMax International, who set up the scene by taking the audience into the reality of Service organizations and the challenges they are confronted with. She highlighted the power of the digital thread offered by PTC, a concept she later delved into with Ron Salvador, General Manager of Service Lifecycle Management (SLM) at PTC.

Providing a customer-centric perspective, the event showcased how PTC’s digital thread can enable a seamless integration of service and product lifecycle management (PLM) to deliver exceptional enterprise value.

A particular emphasis was put on PTC service lifecycle management leveraging ServiceMax's capabilities to address the challenges encountered by Product/Service organizations. Notably, Ron Salvador highlighted recent analyst recognition, including PTC being ranked as a leader in five of IDC's Service MarketScape reports – an industry first.

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Product team unveils exciting product roadmap developments

Joseph June, SVP ServiceMax R&D, and his Product Management team provided valuable insights into the ServiceMax product roadmap, detailing upcoming features and enhancements. The team highlighted advancements in ServiceMax Go, Scheduling with Service Board and Optimization, Parts Planning, Connected Service Strategies, and AI.

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Interactive sessions spark dialogue and learning

Throughout the conference, attendees participated in a variety of engaging sessions led by ServiceMax experts and esteemed customers.

The Solution Engineering team held workshops for customers and prospects on leveraging best practices to generate value and boost adoption from existing product capabilities. Examples of those were Asset Timeline, Complex jobs management, Depot repair and Return Material Authorization.

Attendees universally enjoyed the roundtable format.  One participant had this to say, "The exchange of best practices with service peers and ServiceMax users is so valuable that attending ServiceMax Connect is non-negotiable with my boss. I’m going. Full stop!"

Discussions centered on key priorities in field service, including: 

  • Service sales, revenue growth and commercial models: Strategies for growth and expansion of customer base, service offerings differentiation enabled by technology and market dynamics driving adaptation of sales approach 
  • Improvement benefits from standard features vs. customizations: Balancing benefits vs complexity impacts. Are adoption, efficiency and user satisfaction really higher when customizing?
  • Asset management and asset lifecycle: The undeniable value of “As Maintained BOM”, its challenges and technicians contribution to success, “record of truth” location in your IT landscape and seamless data flow…
  • IoT for connect and remote services, AI use cases for service: Sharing uses case and limitations, data-driven actionability drives value. Change management: Technical or cultural concerns? 

AI and the evolving workforce

Priscila Garcia led insightful panel sessions on Change Management for Digital Transformation and maximizing the value of ServiceMax.

Exciting discussions took place when she decided to challenge her panelists on the unavoidable topic of AI: “We need your use cases! Just talking AI does not help us to help YOU “

I could not have put it better.

As discussions continued, one of the panelist alluded to the AC unit breakdown at the venue and declared: “The magic is in the data, but even with AI, someone has to go on the top that building and fix the AC!”

Mentioning that “someone” allowed Priscila Garcia to transition into the unavoidable matter of evolving workforce.

Long-time ServiceMax customer and Service Transformation expert at ThermoFisher, Bram de Jong eloquently put it this way:

“We need to wonder where the millennials are going. Attract them by giving them the technology they are used to having: Easy to work with and why not gamified? Once you’ve done that, as a company you may need to transform the techy and geeky techs into comfortable to interact with people individuals. Your service techs are your best sales people since they are trusted advisors."

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Once again, ServiceMax Connect served as a valuable platform for knowledge exchange and collaboration. By bringing together service experts and industry leaders, the event fostered an environment for continuous learning and improvement in the field service landscape. 

Lionel Boubli Lionel Boubli’s career spans over 25 years, with global leadership positions in business development, sales, service, supply chain, IT procurement, and digital transformation, achieving results thanks to effective choices, implementation, and use of technology. Lionel is a highly adaptable Lean Six Sigma Black Belt with direct experience in ROI realization. He is passionate about “Business transformation led by technology-enabled people,” his curriculum and experience make him a very qualified partner to guide you in your asset-centric use cases through your product/services lifecycle.

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