ServiceMax: Asset-Centric Field Service Management

ServiceMax enables service delivery with work management, automation, preventive maintenance, contract management, mobile tools, and customer self-service on one platform

The world’s machines and service businesses rely on ServiceMax

Hundreds of industry leaders around the globe have turned to ServiceMax for their machines, equipment, and assets.

Meet Our Customers
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What is ServiceMax?

ServiceMax powers service interactions that are critical in keeping global industries running.

As the global leader in asset-centric field service management, ServiceMax offers a cloud-based software platform that optimizes technician productivity, streamlines workflows for operational efficiency, and maximizes equipment uptime. Our unified suite of software empowers service teams across industries, enabling proactive maintenance strategies, efficient service delivery and execution, service revenue growth, and generation of valuable data insights for service and the enterprise.

Boost technician productivity

Boost technician productivity with the latest mobile tools. Field service technicians must be productive on-the-go, even when there is no data network. ServiceMax’s mobile tools ensure technicians have the right data, at the right time, and works online or offline. With access to information, such as an asset’s service history, parts required for the job, and entitlements and contract visibility, field engineers can provide a higher level of service for the end customer, while preventing leakage.

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Minimize unplanned downtime

Minimize unplanned downtime with a proactive maintenance strategy. Customers depend on their assets to be running 24/7, and that creates pressure on your service organization to proactively drive uptime. ServiceMax enables customers to shift from a reactive, break/fix service model toward more preventive, proactive, and predictive maintenance strategies. This makes costs predictable, enables service organizations to proactively drive uptime, and improves customer satisfaction.

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Optimize schedules and resources

ServiceMax offers powerful scheduling software for service organizations. Dispatchers and planners must operate at peak productivity for optimal outcomes. They manage all activities throughout the asset lifecycle, but as assets and technicians increase with growth, the dispatcher workforce often expands more slowly. Supporting dispatchers is crucial. ServiceMax’s Service Board provides comprehensive tools to improve technician utilization, service efficiency, and customer experience.

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Exceed customer expectations

Deliver an exceptional customer experience with ServiceMax's self-service capabilities. Provide your customers with real-time data access and self-service tools for greater transparency, boosting retention, increasing customer lifetime value, and reducing costs and truck rolls.

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A leader in field service management

PTC is positioned in the Leaders Category in this latest 2023–2024 IDC MarketScape for Worldwide Field Service Management (FSM) applications. Read this excerpt to gain insights on the increasing importance of picking an FSM vendor that can be your partner for future innovation and sustainability initiatives. Learn what IDC shares as key advice for field service leaders and technology buyers.

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Complete field service management

Work execution management

Manage the entire service lifecycle from work order scheduling and dispatch to task execution, completion reporting, and invoicing.

Contracts, warranties, and entitlements management

Streamline contract creation, amendment, and renewal processes. Ensure clear visibility into service level agreements (SLAs) and customer commitments on every work order.

Optimize scheduling and dispatch

Optimize technician schedules based on location, skills, real-time availability, route optimization, and job requirements to ensure efficient resource allocation and timely service delivery.

Mobile-first tools for technicians

Equip technicians with a user-friendly mobile app for streamlined workflows, access to work orders, customer info, service procedures, checklists, and forms—that all work seamlessly online or offline.

Automate and streamline workflows

Automate repetitive tasks like data entry, job routing, and status updates, freeing up technicians' time for more complex service activities. Deploy workflows and advanced checklists and forms to standardize service processes and ensure accurate data capture.

Installed base and asset lifecycle management

Track asset health, maintenance history, and service interventions throughout their lifespans to enable proactive maintenance, efficient change orders and recalls, and optimized performance.

Customer self-service and engagement

Provide tools for proactive customer communication, enabling them to track service progress, schedule appointments, and view their asset data.

Remote service

Enable remote support engineers with IoT data (via integration with ThingWorx or other IoT platforms) and service history to investigate issues more effectively. Provide service remotely through video conferencing, augmented reality tools, or chat functionalities, reducing truck rolls and expediting resolution times, especially for remote locations or noncritical issues.

Performance analytics

Provide data-driven insights into service performance metrics like technician productivity, resolution times, cost to serve, service profitability, to enable continuous improvement of field service operations.

Integration with existing systems

Integrate with existing enterprise platforms (ERP, CRM) for a unified view of customer data, service history, and resource allocation.

Work execution management Manage the entire service lifecycle from work order scheduling and dispatch to task execution, completion reporting, and invoicing. Contracts, warranties, and entitlements management Streamline contract creation, amendment, and renewal processes. Ensure clear visibility into service level agreements (SLAs) and customer commitments on every work order. Optimize scheduling and dispatch Optimize technician schedules based on location, skills, real-time availability, route optimization, and job requirements to ensure efficient resource allocation and timely service delivery. Mobile-first tools for technicians Equip technicians with a user-friendly mobile app for streamlined workflows, access to work orders, customer info, service procedures, checklists, and forms—that all work seamlessly online or offline. Automate and streamline workflows Automate repetitive tasks like data entry, job routing, and status updates, freeing up technicians' time for more complex service activities. Deploy workflows and advanced checklists and forms to standardize service processes and ensure accurate data capture. Installed base and asset lifecycle management Track asset health, maintenance history, and service interventions throughout their lifespans to enable proactive maintenance, efficient change orders and recalls, and optimized performance. Customer self-service and engagement Provide tools for proactive customer communication, enabling them to track service progress, schedule appointments, and view their asset data. Remote service Enable remote support engineers with IoT data (via integration with ThingWorx or other IoT platforms) and service history to investigate issues more effectively. Provide service remotely through video conferencing, augmented reality tools, or chat functionalities, reducing truck rolls and expediting resolution times, especially for remote locations or noncritical issues. Performance analytics Provide data-driven insights into service performance metrics like technician productivity, resolution times, cost to serve, service profitability, to enable continuous improvement of field service operations. Integration with existing systems Integrate with existing enterprise platforms (ERP, CRM) for a unified view of customer data, service history, and resource allocation.

Meet our customers

ServiceMax is proud to partner with hundreds of industry leaders around the globe to drive service transformation.

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Westmor logo with margin
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3D Systems logo with margin
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Liftone Logo Margin

Schneider Electric transforms globally

Learn how Schneider Electric eliminated 70% of paper-based processes, improved efficiencies, first-time fix rates, and NPS, while building more service revenue with ServiceMax.

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Westmor Industries deploys game-changing experience for both customers and technicians

See how Westmor replaced manual processes and used ServiceMax’s mobile tools to increase technician utilization by 20%.

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Thermo Fisher increases NPS and service performance

Discover how Thermo Fisher empowered field technicians with digital tools, reducing admin burdens and providing KPIs to enhance their success and customer experience.

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From proactive to predictive service at 3D Systems

Learn how 3D Systems uses IoT and ServiceMax to predict service needs, cutting repeat visits by 39%.

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Millipore Sigma drives efficiency

See why Millipore Sigma chose ServiceMax to harmonize service data across 40 countries to get real-time data insights and drive profitability.

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LiftOne empowers technicians

Learn how LiftOne enables technicians to manage work orders from mobile devices and ensures the best-qualified technicians are selected to keep their customers’ equipment running.

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ServiceMax Core technology

ServiceMax’s asset-centric platform leverages unique engines that power all service delivery processes to execute jobs of any scale and complexity. Building on ServiceMax’s proven strengths in technology, these engines form the foundation of the innovative, enterprise-grade platform that transforms field service for our customers.

ServiceMax’s asset-centric platform leverages unique engines that power all service delivery processes to execute jobs of any scale and complexity. Building on ServiceMax’s proven strengths in technology, these engines form the foundation of the innovative, enterprise-grade platform that transforms field service for our customers.

Enterprise-grade security

ServiceMax ensures robust security on the Salesforce platform with up-to-date Transport Layer Security (TLS) for authentication and encryption. Each session includes unique organization identifiers for precise access control.

ServiceMax ensures robust security on the Salesforce platform with up-to-date Transport Layer Security (TLS) for authentication and encryption. Each session includes unique organization identifiers for precise access control.

Cloud and mobile-first

The first cloud-only field service management provider with modern mobile capabilities, ServiceMax is dedicated to helping transform the industry with innovative experiences that extend asset uptime and improve service profitability.

The first cloud-only field service management provider with modern mobile capabilities, ServiceMax is dedicated to helping transform the industry with innovative experiences that extend asset uptime and improve service profitability.

Built on Salesforce

Built as an application on the Salesforce platform, ServiceMax seamlessly integrates with both the CRM and Service Cloud and delivers secure access to your information 24/7/365 on any device from anywhere.

Built as an application on the Salesforce platform, ServiceMax seamlessly integrates with both the CRM and Service Cloud and delivers secure access to your information 24/7/365 on any device from anywhere.

Optimization engine

An intelligent engine generates optimal schedules in real time, aligning with your business goals like cost efficiency, service levels, and travel times. Ensure exceptional customer experiences by matching the right technician to each job.

An intelligent engine generates optimal schedules in real time, aligning with your business goals like cost efficiency, service levels, and travel times. Ensure exceptional customer experiences by matching the right technician to each job.

Entitlements engine

A fully automated rules-based engine keeps crucial contracts and warranty data accurate, available everywhere, and visible to all parties throughout the service delivery cycle.

A fully automated rules-based engine keeps crucial contracts and warranty data accurate, available everywhere, and visible to all parties throughout the service delivery cycle.

Service flow engine

Our unique business workflow engine ensures progression of your service delivery processes consistently from office to field, while adapting to your evolving business needs through flexible configuration.

Our unique business workflow engine ensures progression of your service delivery processes consistently from office to field, while adapting to your evolving business needs through flexible configuration.

Industry-specific success

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Industrial equipment and heavy machinery

As an industrial equipment manufacturer, expanding your service offerings promises higher margins and better customer retention. Leveraging your expertise in equipment design and development, you can enhance equipment performance. ServiceMax supports your field service operations, enhancing asset visibility, automating service processes, and optimizing efficiency for technicians, dispatchers, and back-office teams. Achieve improved customer outcomes and capture greater value from your equipment with ServiceMax as your backbone.

Read Case Study
Read Case Study

Medical devices

In the medical industry, equipment malfunctions can cause treatment delays, penalties, or patient harm. Medical device manufacturers face pressure to enhance operational efficiency, achieve growth, and reduce compliance risks. ServiceMax supports hundreds of medical device companies in delivering improved patient outcomes by increasing productivity and service revenue, while ensuring compliance and operational excellence.

Read Case Study
Read Case Study

Electronics and high-tech

High-tech manufacturing has unique needs when it comes to field service, driven by the complexity and precision of their equipment. ServiceMax provides the field service solutions needed to ensure rapid response and high first-time fixes to minimize disruptions, coupled with strong remote support and predictive maintenance, to prevent issues before they arise.

Read Case Study
Read Case Study

Equipment dealers

Dealerships selling and renting equipment face competitive pressures in commoditized markets with slim margins and high customer expectations. ServiceMax, integrated with asset-centric features, allows dealers to track and manage equipment across brands. Preconfigured workflows streamline processes, automating work management, service contracts, RMAs, depot repairs, and warranty claims. ServiceMax empowers customer-facing teams with efficient tools to maximize productivity, capitalize on sales opportunities, and exceed customer expectations. Read Case Study
Read Case Study

Oil & gas and energy

Oil & gas and energy companies face challenges in harsh environments, dealing with remote locations, extreme weather, and hazardous materials. ServiceMax addresses these needs by enabling communication across accounting, field operations, and office management even without network connectivity. It dispatches certified technicians to remote and hazardous sites and ensures equipment and infrastructure maintenance meets regulatory standards.

Read Case Study
Read Case Study

Building and construction

In the building, construction, and HVAC sectors, field service poses unique challenges. ServiceMax excels in scheduling technicians across multiple job sites, ensuring they have the right parts for diverse equipment. Our flexible solution supports proactive maintenance and reactive repairs, empowering technicians with real-time data to tackle unpredictable environments effectively.

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Find the best solution for your organization

Our products are built on the Salesforce platform and available to customers in three offerings: ServiceMax Core, ServiceMax Asset 360 for Salesforce Field Service, and FieldFX. All three products share a common architecture, offering customers flexibility through a platform of solutions.

ServiceMax Core

<p>ServiceMax&rsquo;s platform is built for asset-centric industries, enhancing asset uptime, boosting technician productivity with mobile tools, and delivering decision-making metrics, and trusted by thousands of service professionals.</p>

ServiceMax FieldFX

FieldFX offers a vital field service management solution for energy service sectors like oil and gas, industrial, and environmental services, with seamless online/offline operation and complex ticketing.

ServiceMax Asset 360

ServiceMax and Salesforce deliver a solution that enhances operational efficiency and asset uptime with a 360-degree view of assets on the world's #1 CRM. Asset 360 adds deep functionality and automation.

ServiceMax Core

ServiceMax’s platform is built for asset-centric industries, enhancing asset uptime, boosting technician productivity with mobile tools, and delivering decision-making metrics, and trusted by thousands of service professionals.

ServiceMax FieldFX FieldFX offers a vital field service management solution for energy service sectors like oil and gas, industrial, and environmental services, with seamless online/offline operation and complex ticketing. ServiceMax Asset 360 ServiceMax and Salesforce deliver a solution that enhances operational efficiency and asset uptime with a 360-degree view of assets on the world's #1 CRM. Asset 360 adds deep functionality and automation.

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