ServiceMax Zinc
Connect the entire service team with the people, information, and knowledge they need to do their best work
Connect the entire ServiceMax team with ServiceMax Zinc
Service teams, from the back office to the field engineer, need access to information, knowledge, and people to succeed. ServiceMax Zinc is a communication and collaboration platform integrated with the tools service teams already use, so service teams can collaborate in context and get the information they need at the right time. Zinc adds structure, automation, and oversight to communication and collaboration.
Boost service resolution efficiency
Collaborate intelligently
ServiceMax Zinc is tailored for service teams, integrating seamlessly with existing service records, workflows, and tools. As an integral part of all ServiceMax products, Zinc facilitates service collaboration across teams and personas, offering instant support and access to experts.
Drive efficiency with automation
Make collaboration faster and more effortless. Eliminate routine collaboration tasks and leverage AI-powered bots, hotlines, and automation to route and track requests.
Gain insights and security
Track engagement across different conversations and broadcasts, and access team collaboration analytics to optimize processes and increase employee engagement. Robust security and encryption ensure all team members satisfy compliance requirements.
Stay connected, stay aligned
ServiceMax Zinc allows technicians to easily convey information in the appropriate medium. In addition to messaging, voice/video calling, content sharing, and location sharing, Zinc offers live AR video calls to help technicians appropriately diagnose issues. Broadcasts alert teams and groups to new processes and procedures.
Collaborate smarter, faster, and more intuitively
Zinc enhances service team connectivity with structured communication, automation, and collaboration. Integrated with existing tools, teams access contextual information seamlessly. Hotlines enable rapid technician-to-expert troubleshooting. Conversations are saved within service records and linked to objects like work orders and contracts for future reference. Zinc is embedded into ServiceMax Go, Engage, ServiceBoard, and SFDC, ensuring collaboration across familiar platforms. Accessible via desktop apps (Windows, Mac), mobile apps (Android, iOS), and web.
Automate routine collaboration tasks
Eliminate routine tasks using Zinc. Zinc utilizes bots and automation to streamline task routing and tracking, enhancing collaboration with speed and precision:
- Chatbots intelligently route inbound hotline requests to subject matter experts
- Messages are clarified and routed to the appropriate teams
- Send reminders to ensure every request is resolved
- Escalate requests as needed to get to the right answer fast
- Manage users and ensure the right people get the right message
- Automatically include team members in relevant conversations when they are added to the corresponding work order or SFDC record
Analyze usage trends
Information flows through organizations in various ways, revealing insights into inefficiencies, weaknesses, and gaps like training needs or process flaws. Analytics help service leaders understand communication patterns—who, what, when, and why. The quick setup and user-friendly administration ensure rapid time to value, with robust security and compliance.
Explore Zinc features
Messaging
Send text, photos, videos, files, locations, or audio. Start new 1:1 or ad hoc groups. Camera to text (optical character recognition) to scan text from photos. Hands-free mode—new text messages are read out loud.
Video calling and annotation
Live video overlay annotation for remote troubleshooting and collaboration. Capture still photos from video to stream, annotate, and send.
Broadcasts
Send long-form text, photos, videos, or files to targeted audiences. Optional urgent delivery setting ensures all users must read and see broadcast content before using app for compliance and reporting.
Hotlines
Set up hotlines for technical support and access to experts. Track questions and help requests with a lightweight ticketing system, with statuses and timestamps for accountability.
Intelligent bots and AI
Leverage intelligent automation to route hotline requests to the right subject matter experts. Zinc bots ask questions and route requests based on user answers, with options to send reminders and escalate requests.
Integrations across ServiceMax
Zinc is embedded across all ServiceMax products. Seamless integration with ServiceMax Core, Service Board, DataGuide, Go, and the ServiceMax Engage mobile apps.
BioTek Instruments accelerates field operations with Zinc
"Zinc helps us cut through the noise to make sure we get the job done. It's fast and concise communication."
Sean Jordan, Service Director, BioTek Instruments