New products include Service Performance Metrics, the mobile Field Service app, and Catalyst, a new implementation package based on industry best practices
ServiceMax, a leading provider of cloud-based field service management solutions, yesterday announced its Spring ‘16 product release.
Built on the Salesforce platform, the ServiceMax Spring ‘16 release is headlined by ServiceMax Service Performance Metrics™, a new product that creates a clear link between field service best practices and field service management technology.
Business leaders have taken notice of the high margins, growth, and differentiation that service can deliver, and with ServiceMax Spring ‘16 field service leaders will have the business insights, mobile apps, and workflows to deliver on these expected outcomes and achieve operational excellence.
“With our Spring ‘16 release, we’re creating a way for field service organization to measure their businesses in ways they previously never could,” said ServiceMax co-founder and Chief Strategy Officer Athani Krishnaprasad.
“After working with hundreds of field service businesses across a wide range of industries, we’re uniquely suited to provide a best-practice software platform that helps our customers deliver a best-in-class service experience in the field.” -Athani Krishnaprasad, ServiceMax
ServiceMax Service Performance Metrics™
For the first time, field service leaders will have the insights to increase service revenue and efficiency using predefined, best practice KPIs that are easy to configure, track and compare across the business.
ServiceMax distilled industry best practices for business metrics such as attach rate, contract uptime, utilisation, first-time fix rate and repeat visit into a first-of-its-kind metrics engine. These true business KPIs provide the insight to track and act on performance over time across product lines, technicians, service teams, accounts, and locations.
ServiceMax uniquely guides customers using Business Value Realization™ and Maturity Matrix methodology tools that uncover the opportunities for improvement and define desired business outcomes. Now with ServiceMax Service Performance Metrics™, customers can easily monitor and improve service performance to achieve the results needed to realise desired business results.
The KPIs are configurable to customers’ business processes and flexible calculations enable consistent benchmarks across the company. Data snapshots of the KPIs are presented in an executive dashboard so that service leaders can conduct time series analysis and easily share insights across the organisation.
ServiceMax Field Service App
In Spring ‘16, ServiceMax delivers the ServiceMax Field Service app with a field-service optimised user experience with unmatched offline capabilities. Available as an early access release, the new mobile app supports Windows hybrid devices, such as Microsoft Surface, and provides an optimized design for Android tablets.
The new ServiceMax mobile experience extends to iPad, Android tablets, and Windows laptops and hybrids and offers improved navigation and search for field service engineers. ServiceMax incorporated feedback from technicians, customers and Apple UX experts to create an interface that improves productivity and promotes customer satisfaction.
The ServiceMax Catalyst implementation package provides a wealth of pre-configured service processes, business objects and functionality that can be quickly deployed across enterprise organisations.
With Catalyst, customers have an accelerated path to get started with ServiceMax and gain immediate benefits from their field service business. The Catalyst implementation package delivers a best-in-class ServiceMax experience that is based on over four hundred ServiceMax customer engagements.
"In times like these, organisations can no longer rely on experience and gut feel to make the right decisions. The field team, dispatchers, and service leadership all need data in order to adapt to changing trends and service needs," said Aly Pinder, Jr., Senior Research Analyst, Aberdeen Group.
"The future of field excellence will be enabled through solutions that can take the guesswork out of what to track by leveraging best practices, and the burden off over strapped IT teams to make insights accessible." - Aly Pinder, Aberdeen
In addition, Spring ‘16 expands the list of available localisations by including Finnish and enhanced Japanese language support.