ServiceMax Engage
ServiceMax Engage bridges the gap between service organizations and end customers. Unlike traditional web portals, Engage is mobile-first and empowers customers to actively participate in the service process, providing transparency into service delivery and empowering users to initiate requests and even perform minor repairs.
Benefits of ServiceMax Engage
Exceptional customer experiences
With an intuitive user experience and a focus on easy-to-use features, Engage users can easily find assets, request appointments, and stay updated on work orders and cases. White-labeling capabilities allow for complete customization and a seamless brand experience for your customers.
Empower customers with self-service
With Engage, customers can schedule technician visits, request remote support, and even book sales appointments for new equipment purchases. Engage keeps users informed throughout the service process. Customers can track the progress of their requests in real time and receive updates on technician assignments, arrival estimates, and service completion.
Improve asset data quality and visibility
ServiceMax Engage goes beyond service requests. It empowers your customers to take an active role in managing their assets and enables them to access, interact with, and update in-depth asset data. This includes key performance metrics, bills of materials, service history, and product manuals—all conveniently located within the app.
Easy to implement, deploy, and manage
Deploy Engage with ease via a managed package solution. End users can download Engage directly from app stores, and white-label capabilities provide a fully branded mobile experience. A dedicated administration interface empowers you to configure and manage settings, groups, and permissions with granular control over features and user data.
Mobile-first customer engagement
Web-based portals can play an important role in an organization’s omnichannel customer engagement strategy. However, they typically fall short in usability and functionality. Portals aren’t designed to empower end users (the owners and operators receiving service) to contribute to ensuring complete and accurate data for their assets. What’s needed to fill the gap in our mobile-first world is an app that is both user-friendly and asset-centric: ServiceMax Engage.
Make the service process completely transparent
Instead of picking up the phone to ask when certain assets were last serviced or have preventive maintenance scheduled, your customers can view all past and upcoming appointments—and more—on Engage.
- Customers can add appointments to their device’s calendar and see all assets with service due at a glance.
- Engage shows the technician’s location in real time on a map while continuously updating the estimated time of arrival.
- Engage is integrated with ServiceMax Go, our field technician mobile app, and provides real-time updates on arrival time and technician location for service appointments.
- Every time a service visit is complete, service organizations can prompt the end customer for signatures, as well as feedback.
The tech benefits of using ServiceMax Engage
Enjoy broader functionality and enhanced usability:
- Turnkey app—no additional implementation costs and fast time to value
- Custom UX—branded to your preferences
- Rapid pace of innovation
- Available for iOS and Android smartphones, Engage is native to both ServiceMax and Salesforce, ensuring performance and security
- Easy integration with third-party apps to unlock new mobile experiences
- Refined admin UI to set up and manage Engage, as well as test configurations
- Full control over the configurable features, including which reports to expose to the end users
- A fully branded mobile experience can be made available for the Apple App Store and Google Play Store
ServiceMax Engage features
Appointment request
Engage users can schedule technician visits, open cases, file complaints, update asset data, and more.
Technician on the way
For service appointments, Engage shows the technician’s location in real time on a map, while continuously updating the estimated time of arrival.
White-label options
Using custom logos, fonts, and colors, make Engage fully your own and drive brand recognition with your customers. An individually branded mobile Engage experience can be made available for the Apple App Store and Google Play Store.
Instant remote support
Engage allows users to receive expert support by connecting through the embedded Zinc. Guided support includes audio, video, and annotation.
Notifications and announcements
Engage users can choose which automatic notifications they want to receive by opting in and opting out. They can also subscribe to Product Broadcasts channels via Zinc to follow announcements about specific topics.
Collect feedback
Leverage surveys to collect customer feedback. Every time a service visit is complete, service organizations can prompt customers to rate the technician’s work via a short survey.
Asset data visibility
Enable end customers to view and interact with in-depth asset data, including performance metrics, bill of material, service history, and product manuals.
Administration and security
Engage includes a dedicated administrative UI to configure and manage settings, groups, and preferences.
Improving the customer experience and the quality of asset data
"We recognized the huge potential it [Engage] had to improve service outcomes and increase customer satisfaction. ServiceMax Engage is much more than a service request app—it puts the power to manage assets directly in the hands of our customers. With ServiceMax Engage, we are closing a critical part of our feedback loop and improving both the customer experience and the quality of our asset data."
Mark Hessinger, SVP Global Customer Success, 3D Systems