Asset 360 gives you complete visibility into your service operation, allowing you to maximize equipment uptime, reduce costs, and adopt outcome-based service models
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
ServiceMax is proud to partner with hundreds of industry leaders around the globe to drive service transformation.
"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