What is Asset 360?
ServiceMax and Salesforce have joined forces to deliver an unparalleled solution that drives operational efficiency and asset uptime with a 360-degree view of assets on the world’s #1 CRM platform. By providing visibility to real-time service and asset data, Asset 360 enables service organization to deliver operational excellence, drive strategic decisions and actions to grow revenue, and respond to market and regulatory shifts.
See how Asset 360 improves service execution and maximizes revenue.
Asset 360: service visibility, profitability, and agility
Gain complete visibility into your assets to drive operational efficiency, grow service profitability, and maximize performance.
Combined with the Salesforce Customer 360 Platform and Salesforce Field Service, ServiceMax offers the world’s most complete field service solution on the world’s #1 CRM platform.
Reduce leakage at scale
Losing money in the field by providing unwarranted free labor, parts, and loaners in order to keep customers happy is an easy thing to do and happens all too often. By automating service entitlements, you can prevent service revenue losses caused by work that should have been charged for. Service teams can instantly see the service coverage for every asset and respond quickly to customer requests. What is more, your back-office staff and field workforce can make better decisions, improve SLA compliance, and discover upsell and cross-sell opportunities.
Increase contract attach rates
According to Aberdeen Group research, a mere 5% increase in the attach rate can yield a 9% bump in overall service revenue. Asset 360 makes it easy to provide a superior customer experience and maximize attach and renewal rates by giving you the ability to see which warranties and contracts are nearing completion, along with a 360° view of the assets in your installed base.
Drive operational efficiency
Process automation is an indispensable prerequisite to implementing standardized workflows. To enforce consistent data capture, mitigate compliance risk, uphold service quality, and ensure maximum efficiency for your service teams, standardization and automation are key. With over 60 best-practice workflow templates and transactions to choose from out of the box, Asset 360 gives you all you need to significantly shorten your time to value.
Installed base visibility
Installed base visibility and insights across the complete asset lifecycle are essential to the success of service organizations. A record of the as-maintained BOM and hierarchy of subcomponents helps service agents and technicians resolve service calls and work orders quickly and efficiently. Asset 360 provides everyone on the service team—from technicians to service agents to even the end customers—with visibility into service history, contract coverage, and valuable asset data.
Contracts, warranties, entitlements management
Managing warranties and contracts effectively is critical to driving service revenue growth. In fact, keeping accurate service contracts and warranties across assets, customers, and locations is vital to your success. But all too often, mismanaging service coverages leads to revenue leakage, service disruptions, and missed upsell opportunities. With Asset 360 for Salesforce, you can define, standardize, and manage contracts and warranties at scale. Auto-entitlement on every work order reduces customer disputes, provides clarity to service teams, and ensures service is never given away for free.
Preventive and proactive maintenance
With Asset 360, asset data, technical attributes, and service history can inform the type and frequency of maintenance necessary for any piece of equipment, minimizing unplanned downtime. Create time-based, frequency-based, conditions-based, and IoT-informed maintenance plans that deliver the right amount of service at the right time. Asset 360 simplifies complex maintenance plans with Maintenance Plan Templates, so your business is empowered to proactively manage and maintain valuable assets.
Asset 360 features
Product service campaigns
Handle recalls, change orders, product modifications, and upgrades, and run campaigns into your installed base with maximum efficiency. Quickly identify affected assets, and automatically generate work orders, return orders, opportunities, and more.
Depot repair and returns
Streamlines all related processes and comes with packaged flows such as advanced exchange, loaner management, and different options for return-to-repair scenarios. Set up to handle a multitude of return scenarios, facilitate reverse logistics processes by automating and prescribing steps, and track the affected assets at any given moment.
Entitlement engine
Provides service teams with automated, rules-driven entitlement verification upon creation of cases, work orders, and return orders. Prevents leakage and free labor, parts, and loaners. Ensures customer quotes include accurate service levels, pricing, and discounts.
Contract and warranty automation
Interactive features allowing service teams to select the best coverage option. Service thresholds alert service teams how much of the entitled services the customer has already consumed.
Asset service coverage
Access entitlement information for every work order on the browser, in the field technician app, and in the customer portal. Help customer-facing teams have more productive customer conversations, enable on-site field technicians to select the correct entitlement for work orders, and empower customers to access coverage details via self-service.
Service Process Manager
No-code configuration tool for building and supporting any service process. Easily create and modify workflows without relying on IT, regardless of complexity. Whether there is a multistep workflow required to open a case, assign a preferred technician to a work order, or account for timesheet entries, SPM assists in automating that process. Available within the Salesforce Flow framework, SPM is complementary to and enhances existing Salesforce Flows.
Best-practice flow templates
Decrease implementation time by 30%. Our 60+ packaged templates leverage 30 years of combined CRM and field service expertise to deliver workflows for installed base management, stock management, returns, depot repair, work order management, mobile technician enablement, and more.
OOTB reports and service analytics
Instant insights for your service business, including cost to serve, contract profitability, warranties expiring, contract renewal insights, work orders completed, contract attach rates, warranty conversion to service contract, and more.
Customer self-service
Put the power of asset data into the hands of your customers with ServiceMax Engage and Salesforce Customer Community. Engage is a turnkey mobile app for end users and operators to view, manage, and request service for their assets.
Meet our customers
ServiceMax is proud to partner with hundreds of industry leaders around the globe to drive service transformation.
Connecting sales and service amidst rapid growth at Lowry Solutions
"We anticipate a 7% improvement in our contract attach rate and a 15% improvement in contract renewal rates within the first year. We expect to drive this result through automated notifications when customer contracts are about to expire and outbound campaigns to products not currently covered by a contract."
Sean Lowry, Senior VP of Sales & Service, Lowry Solutions
Bringing together the best of ServiceMax and Salesforce
Asset 360 for Salesforce Field Service is the choice for companies servicing and maintaining complex, high-value assets.
- Extend Salesforce capabilities with asset-centric features, functionality, and automation on top of native Salesforce objects—no integration required.
- Accelerate time to value and eliminate need for costly custom development with Asset 360’s no-code configuration.
- Leverage combined expertise from industry leaders to deliver an exceptional customer experience.
- Enterprise-grade security, compliance, and governance from the world’s #1 CRM.