Its very helpful with Contract management, Product Management. It comes with Maps to help with Geo Locations for Contracts and Products for the Service Engineers. It has lot of Builtin Process which will help the developers and Users alot.

All in all its a good product. But when it comes to trying to back out or remove the package from Salesforce it's not a straight forward one click uninstall.

Although a little time consuming, once the set up is complete. The 'SFM' driven process flow means the users will be able to complete the required information not just in a service flow, but any that the business requires. Worked very well with some employees who were forgetting certain entry points or attempting to skip points in the process.

The only real negative point to Servicemax is the resource hunger. The package when installed in Salesforce seems to take up a large amount t of space, and the custom code delivered in our implementation (by Servicemax or their trusted partners) was not the best commented so it was difficult for a programming novice to amend for code coverage purposes.

ServiceMax is a complete field service solution. They provide iPad, Android Application with real time data and offline capabilities, which is awesome. Every one in the field service department have the latest information right in hands and which is really helpful. They are keep evolving and a great customer listeners. I love the Product they have on Salesforce. And all the applications.

Mobile Apps.

Exercise the brain cells and learn a another programming platform.

It has a plethora of useful gadgets and toys and seems to be a cradle to grave solution once you have the programmers behind you to help.

Difficult to program, Although it keeps all service tickets, There is no real way to see all the files that are attached to the Work Orders. As a maintenance department, legacy data easily accessible is what is needed for techs when they roll onto a job and equipment.

Cloud-based. Backed by salesforce with great support team.

Price. I would like to see pricing based on the modules used, but no regrets; you get what you pay for.

Being built on Salesforce platform means there's lots of developers available to customize the solution

Still using flash for dispatch console limits browser compatibility.

For us the parts inventory control is hugely important. We also use the system to track our depot and field service calls to insure that our financial department has the information they need to create invoices and for FDA tracking/reporting needs.

Reports. The way the system is set up it can be hard to impossible to get all of the information we need on one report. Exporting to Excel and reworking the data is not a good option although it can be done.

Easy to configure and easy to customize on top of standard behavior. Lot knowledge base is available for use.

Troubleshooting some of the issues are tough as we will not have their internal managed code and needs to depend on their customer support.

They will get you the people or temporary services you will need in order to get your work done. With app and website to choose from thousands of technicians in big cities to small remote areas, you can easily find someone to handle all your tech support or warranty service needs.

Intuitive design, mobile functionality, ease of use, streamline dispatching and service documentation capabilities. The relationship ServiceMax maintains with the customer after implementation.

The reporting functionality is solid, but it lacks some of the complex calculation capabilities used in Excel. I would like to see the reporting gravitate towards more of a BI solution.

So powerful for our Field Service Engineers. Tons of flexibility and they utilize the app all the time.

If you do not elect to purchase the premium support level package, you get the standard M-F 8-5 pm support. Poses challenges frequently. Be prepared to perform upgrades very routinely. You will fall out of the support window if you are not within a certain number of versions of the current.

its a must for servicing field customers in efficient way

give a strong control on your field activities, parts and services at the end this will make your customers more satisfied

need some feature improvement to link parts and availability to the user interface and provide an accurate status monitoring

It has been a horrible experience and a lot of their tenured leaders have left over the past couple months.

* I enjoyed using ServiceMax when they were backed by General Electric (GE).

* ServiceMax has identity issues because the platform sits on top of Salesforce. Salesforce sold off ServiceMax years ago to GE, then GE sold it off to a private equity company.

The application was very easy to use and train our service team on.

Nothing. ServiceMax works great! The people I worked with were very helpful.

Easy to use by field service engineers. They also have a MFL and Salesforce1 app which is easy to access.

We just implemented ServiceMax, finished training, and now we are using it. It has really proved to be a benefit to us. We were about to do a custom enhancement of Salesforce and we are so glad we decided to use the ServiceMax package instead. Although the product is great, what really has helped up is to just have a structure to modify from. We would have had to spend a year in internal meetings deciding what we wanted, rather than starting with the well thought out ServiceMax approach.

We used this product for many years as a dispatching software for our roofing company. We used it internally to schedule appts and also to manage our custom objects in Salesforce. Ultimately we outgrew it and were able to find a better, cheaper solution.

the look of the dispatch console for scheduling

the cost per user and the limitations of customization

Good software. Large learning curve, but once you get through that it's capabilities are large.

Very powerful. Holds all the information that you could possibly want it to hold. Pretty straight forward.

Lots of navigating needed. Too much clicking to find what you're looking for. Would be nice to see a list of navigation options per customer.

I like that all our customer contact and service information is in one place. If I need to find something that was communicated to the customer, it's there.

At times, it can be time consuming when I went to find something specific that is connected to a specific customer especially one that has been with us for a long time and has had a fair amount of work done.

Our Alberta location had used ServiceMax for a number of years, and found that it saved a lot of time on the administrative tasks such as quoting, generating work orders, and invoicing.

ServiceMax believes in the importance of getting the right person and the right parts to the right place on time. They have created an innovative suite that helps field service technicians track their van stock, service calls and even parts and instruction manuals on their iPads. It is a great product. They have been purchased by GE. I'm interested to see where they go from here.

Full-service suite for the field service industry.

The application is intensely complex.

Best product out there. I would recommend to everyone. It is something that I wish everyone could try.

I wouldn’t really have any. I have not experienced anything close to be considered a “con” — it is very user friendly

Easy to use. Easy to train others how to use. It's very simple.

Sometimes can be slow. Dispatch console freezes but can be easily opened right back up.

ServiceMax Express is exactly what we needed to gain control of our service department. We were able to customize this application to meet our needs so we can now track our accounts and their equipment in fashion we desire.

The support and professional services staff for ServiceMax is awesome. They are quick to respond to customer needs and don't leave us struggling on our own. When they say they want customer success, they really mean it.

Support and professional services

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The tool has rich functionality for scheduling, dispathing and managing work order workflows. The mobile and offline application feature is great to drive adoption with the users in the field.

The timesheet management module was not very robust and had intermittent issues. It can be improved for better user experience.

I think ServiceMax was a good choice for us. ServiceMax has by far one of the best customer support systems I have had the pleasure of dealing with. Everyone at ServiceMax seems to be extremely knowledgeable and always happy to help or find the right person to help. Recently we had the need for tracking specific tools used by our Technicians. These Tools require calibration on a specific intervals and using a tool outside of its calibration expiration is a a regulatory concern. Before, this tracking was done manually via a spreadsheet and audits on this process were poor. I was able to build custom objects in Salesforce and then leverage ServiceMax to create the functionality that allows our Service Center to easily manage the Tool Calibration process and improve regulatory compliance. This included automatic notifications when tools were due for calibration, when tools ship to and from our Service Center and the ability for Technicians to view, receive and ship Service tools from the ServiceMax mobile application.

Overall the software does what its intended to do. It allows our Field Service Technicians better visibility to their workload and a one stop shop for completing service reports, ordering spare parts, visibility for upcoming preventive maintenance visits, a heads up on instrument technical updates, etc. It also provides dispatchers and Service Managers with the information necessary to realign jobs and stay on top of the day to day. From a support standpoint, I find the system is fairly easy to learn and setup. There is a learning curve to getting started but the documentation is great and the SM community is fantastic.

ServiceMax configuration needs some type of versioning or configuration tracking. It also needs an audit trail of who changed what and when. May times I go behind someone and have issues to find out what they may have changed inside of an SFM. The Preventive Maintenance plans and triggering PM Work Orders process seems like it could be simplified a bit. There seems to be a lot going on and it makes the overall process a little complicated.

All the service activity is managed on Servicemax , with integration to the ERP.

The flexibility and ease of configuration of the screens and processes , per the organization logic, is great.

The screens time load is slow.

Much more efficient service data entry and therefore quicker invoicing to the customer. Better access to reporting and real time updating.

I have always been happy with the great support, they are quick to respond back and always get all issues resolved in a timely manner and are patient when you are not sure what they are wanting you to do. I also like the how efficient it is to enter work orders and make adjustments to them.

The report designing has been challenging and difficult to get the info I want. When I create a report there are a lot of options to create for however the items available under those options are limited.

Easy to generate Contracts, maintenance of Products and history tractability. Easy to use and gives Users good experience with Covered Products and Contracts.

Some of the customization/configurations all locked for the User, have to implement them manually overriding the standard functionality

We have had a partial training and it is pretty difficult to gauge the functionality before using the product. The set up seemed unnecessarily detailed.

Too early to tell.

Too early to tell but the interface seems very plain.

Eases the process for Service team by allowing them to create Service Order, by processing Service Order.

We used it internally to schedule appointments and also to manage our custom objects in Salesforce. Management decided this was too costly, so we did end up switching to a cheaper option.

Everything I need is in one place. There are many ways to get the information you need. You can put in invoice number or address or persons name to find customer's file

Takes a lot of steps to find what you are looking for

I like how easy ServiceMax is to use.

Can't think of anything I like least.

Very user-friendly software, clear and easy to navigate. Extremely efficient.

Has frozen during use a few times, but nothing much other than that.

The ease of use, mobile workers have instant access, reporting.

Dispatch console can be slow and not as user friendly as the rest of the product.

The program is completely customizable to match my companies/customers exact needs. After three weeks of training, we were able to deploy it company wide. The program is completely customizable to match my companies/customers exact needs. The support that ServiceMax provides is also amazing. They respond quickly and will walk you through whatever you need step by step. I'd strongly recommend it to anyone in the service business that is looking to streamline their business and get a leg up on the competition.

We haven't run into any major problems. No complaints!