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27 Posts authored by: Nicole Guzzo Employee

Your investment in ServiceMax is an investment in your customer’s success. For years we have seen ServiceMax help technicians move the needle for more and more customers.


For example, over one million people rely on Elekta’s medical devices. The technicians who work on Elekta’s medical devices have carried out over 600 preventative actions since implementation. This has resulted in over 14,000 uninterrupted treatments, which means patients in hospitals and medical offices are getting the service and procedures that they need.


As you continue to spend time, money, and energy on your customer’s success, we want to provide the tools that will help you improve their experience with your team.


One way we do this is through the ServiceMax Community. We’re excited to announce the changes we’ve been teasing for the last few months. The ServiceMax Community will relaunch the first week of March.


A Place for Field Service Experts


Over the last five years, the ServiceMax Community has evolved in size, functionalities, and even appearance. We have over 5,000 members, over 5,000 pieces of content, and countless examples of field service experts learning from one another. As this community has continued to grow and mature, our platform Jive has been a stable tool that has supported our goals.


Since Jive was acquired by Lithium in 2017, we decided to take a deeper dive into our users’ experience on the community, and how we can improve it. After understanding the future of our Jive platform and receiving feedback from our community members, we decided the best investment in our customers would be to invest in a new platform: Lithium.


A large reason why we chose Lithium was due to how the platform could address our customer’s feedback. It’s not just about the platform. We’re also rolling out a series of initiatives that directly address what you’ve been telling us. Below, I outline the three main themes we saw across their suggestions, and how we plan to address them in our relaunch of the ServiceMax Community.


The Community User’s Voice


Our community users want more people and more engagement in the Community.

In order to receive more eyes on our content, we are un-gating our discussion forums. Previously, our main space for discussions (Network and Share) was private, so only ServiceMax customers and employees could see and engage with the content.


By un-gating the discussion forums, search engines will be able to discover these threads, and bring more attention and users to the ServiceMax Community. Have you ever Googled for something ServiceMax related, but found nothing? By making our community discussions visible, any relatable threads and pieces of content will appear in search engine results.


This will be the biggest, most impactful change to our relaunched Community. We want to make sure that Community members understand that members of the public will be able to see anything you post in our discussion forum. If you have concerns or questions about this, comment on this blog, or talk to your ServiceMax account owner. Like so many B2B technology communities, we will benefit the wisdom of the crowd and will keep a few private, customer only spaces. Not all areas will be visible to the public. Our Knowledge Base and critical support announcements will remain solely for our customer base. Access to content around user groups, events, and training courses will also be more exclusive.


Our community users want easier ways to find content.

We decided to create a navigation menu that is clearer and more concise. There will be a category for:


  • Product discussions
  • Supporting documents
  • Community initiatives & ServiceMax announcements
  • Events
  • ServiceMax partners


Specifically, our product discussions will be broken down into four categories:

  • Work Planning & Scheduling
  • Mobile
  • Service Flow Manager (SFM)
  • Other Features and Tools.


This will allow our users to navigate discussions and ideas by product, as opposed to searching for key words in one big discussion forum.


A few other features that will improve how to find content include:

  • More search filters like how many views, likes, or replies a piece of content has
  • A distinction between content that has or has not been viewed
  • The ability to pin content to the top of a space for easy access


Our community users want to find the most valuable content, fast.

This new platform is extremely solution oriented. The entire infrastructure and the way we are organizing our gamification will prioritize solutions. Community members will earn the most points when they are addressing the questions other members have submitted.


In order to earn more points, and rank up, you must provide solutions; this means you answer a question, and your answer is marked as a solution by the original author.


By basing our gamification program on the sharing of solutions, we hope to see more answers across the community.


There will also be a leaderboard per each space, as well as for the whole community. If you’re looking for an expert in work planning & scheduling, check out that category space and see who’s been providing the most solutions.


Coming Soon


While you are making your customers happy, we want to make sure we are investing in tools, every day, quarter, year to make OUR customers happy and raving fans. ServiceMax is excited about this project, and we hope you are too. Stay tuned for more information regarding the relaunch of the ServiceMax Community. And a big shout out and thank you to our early adopters!

And just like that, January is gone! Have you made any progress on your 2019 goals?


One of my focuses this year is learning the basics of cooking. I've started out pretty strong - I signed up for a six week cooking class program. Each week we focus on a new topic like knife skills, stocking your pantry, and the art of seasoning, etc.


I haven't just been food-focused in my free time, but we've been cooking up something really exciting here at ServiceMax in our community. We've already shared that we are investigating ways to improve your experience here in the community. We've got great early adopters on board to provide more feedback and be involved in the design of our next generation community for customers and field service experts.


We've also asked you to provide feedback to ServiceMax teams via our NPS program. Our recipe for success involved the customer voice, and a network powered by accomplished experts who have the know how to help us all be successful.


Your community activity, feedback, and requests have been key ingredients in what we've been working on. We're so close to revealing our plans for enhancing your customer experience, using technology, new initiatives, and, most importantly, your voice. Please look out for an exciting blog post in the coming weeks.


In the meantime, we'd love to hear about the dishes you enjoying whipping up this year.


What's your favorite thing to cook? Why? Where did you learn?


Everyone who comments below, sharing their favorite thing to make, will be entered to win one $200 Blue Apron, HelloFresh, GrubHub or another food delivery service gift card of your choice!


To spice things up a bit, (how many cooking puns is too many puns?), everyone who includes a photo of their dish will receive an extra entry. Your last day to comment will be February 28, 2019, so don't forget! We'll contact the winner directly, as well as comment on this post.


Since we have ServiceMax customers, partners, and employees all over the world, I look forward to reading your responses, and maybe trying out a few new recipes!

The season of giving is among us, and at ServiceMax we're working really hard to give you a community that'll help you with your service needs.


From the organization of content, to the physical design, to the way you search - we're evaluating all of it with the plan to give you something greater than what we already have going.


Over the last few weeks, many of you have shared what you want to see improved - thank you! It's great to see that our users take the time to stop what they're doing, evaluate the community, and provide helpful feedback. It shows you care, and we appreciate it.


One feature that we want to focus on is our gamification system.


What do you want to see gamified? What actions? What do you think deserves the most points?


For example, when you comment on a post, you earn 2 points, when you vote on an idea, you earn 2 points, and if your response to a question is marked as corrected, you earn 8 points.


But we also have other challenges, like if you complete this goal, you'll earn 50 points, or if you fill out the social media fields on your profile, you earn 35 points. (See Monthly Community Goal: January )


So we want to know, what actions deserve points? What do you think deserves the most points? Comment below, and you'll earn 50 points.


While you're here, tell us your favorite game you like to play! A board game? A game on your phone? A video game? A childhood game?

Some photos from our ServiceMax Selfie Scavenger Hunt! Thanks to all who participated!



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We see the real, tangible benefits of moving from a manual, paper process to a systematic approach. We want the world's field service experts to kick the paper-based order, and move to an automated system.


So of course, when it comes to a scavenger hunt, we can't just give you a piece of paper with check boxes to mark. It’s time to digitally transform the traditional, typical, boring, scavenger hunt you’re used to.


At Dreamforce 2018, we’re launching the ServiceMax Selfie Scavenger Hunt – combining service, smartphones, and super-cool-prizes!


Time to Pull Out Your Selfie Stick

Or use your arm.


There are three challenges to this scavenger hunt, with an additional bonus opportunity.


Level 1: Service Keeps the World Running

  • Take a selfie with a service worker in the field.
    • Example: fixing a screen or speaker, setting up a booth, laying out food, etc.
  • Prize: a one-year subscription of one of the following:
    • Amazon Prime
    • Netflix
    • Hulu
    • Spotify
    • Apple Music
  • How many chances do I have to win?
    • Four: This prize will be drawn at the end of each day, September 25 - 27.


Level 2: GE Looks Good on You

  • Take a selfie with the GE or ServiceMax logo.
  • Prize: An electric scooter.
  • How many chances do I have to win?
    • Four: This prize will be drawn at the end of each day, September 25 - 27.


Level 3: VIP Service for a VIP Selfier

  • Take a selfie with a member of Metallica.
  • Example: What are you doing on Day 2 at 7:00pm? You should be at the Civic Center Plaza and City Hall.
  • Prize: An exclusive experience to Minds + Machines, including a VIP pass, three nights at a top-notch hotel, and dinner at a nice restaurant.
  • How many chances do I have to win?
    • One: This prize will be drawn at the end of September 28 - once!


BONUS: Where’s Max?

  • Take a selfie with Max, our service technician walking around in a bright, white safety hat.
  • Prize: Automatically get entered for all three prizes once!


It’s All in the Angle

And in the details. Below are a few things to keep in mind while you play.


  • In order to be entered to win, you must share your selfie on Twitter or Instagram @mention the ServiceMax account AND using #DF18.
  • You have the opportunity to complete level 1, level 2, and the bonus from September 25 - 27. At the start of each day, the entrees will reset.
  • Get creative! (Hint: you don’t always have to be right next to what you’re selfie-ing with)
  • Be respectful and ask permission - before you selfie with a service worker in the field (the level 1 challenge), please do get that person's consent, letting them know that the photo will be submitted to ServiceMax Twitter and or Instagram accounts as a part of this Scavenger Hunt.


We’re excited about our Selfie Scavenger Hunt, and we hope you are too. If you have any questions, feel free to comment below or stop by booth #341 at Dreamforce.


And remember, both sides are your good sides.




OFFICIAL RULES AND DISCLAIMERS (updated September 18, 2018)


By participating in ServiceMax from GE Digital’s Selfie Scavenger Hunt – Dreamforce 2018 contest, you confirm acceptance of the contest guidelines and these rules. 

References herein to “entrant”, “participant”, “prospective winner” or “winner”, as applicable, shall be deemed to refer to you.

  • HOW TO ENTER: Prospective winners will participate in some or all challenges detailed in the description published by ServiceMax from GE Digital for the Selfie Scavenger Hunt – Dreamforce 2018 (the “Scavenger Hunt” or “contest”), and upload via Twitter or Instagram one or more corresponding images for each completed scavenger hunt level as detailed in the published description. We will announce the daily winners for the Level 1 and Level 2 Challenges at the end of each day of the Dreamforce 2018 conference, and the winner of the Level 3 Challenge at the end of the last day of the conference.  ServiceMax from GE Digital reserves the right to determine valid entries and to exclude partial entries. You agree to indemnify and hold harmless ServiceMax Inc. (the “Sponsor”), GE Digital LLC and General Electric Company, and their respective its agents and employees (collectively, the “Sponsor Group”), from any claim or proceeding resulting from your entry.
  • ELIGIBILITY: Contest open to individuals 18 years of age or older as of September 15, 2018. This contest is open to residents of the U.S. and Canada. Employees of the Sponsor Group, its advertising, production and promotion agencies, the independent judging organization, and the immediate families and/or members of the same household of each are not eligible. Contest void wherever prohibited or restricted by law.  All federal, state, and local laws and regulations apply.
  • PRIZE: One prize, as described above, per person. Acceptance of prize constitutes permission (except where prohibited) to use winner’s name, hometown, and likeness for purposes of advertising, promotion, and publicity without additional compensation. Prizes have the following approximate cash value:
  • Level 1:  A one-year subscription of one of the following, Amazon Prime, Netflix, Hulu, Spotify, Apple Music = approximately $100 for each.
  • Level 2:  An electric scooter = approximately $300 for each.
  • Level 3: An exclusive experience to Minds + Machines, including a VIP pass, three nights at hotel, and dinner – approximate total of $3,000.

Winners will be notified by direct message to the winner’s Twitter or Instagram social media account through which the selfie submission was made. Winners may be required to provide name, address, email address, phone number, and other information in order to fulfill the award.

  • RIGHTS: By participating in this Scavenger Hunt, you grant the Sponsor Group a non-exclusive, irrevocable, world-wide right to reproduce, and modify, the submitted photograph(s) in any form or media without limitation. The Sponsor Group’s license shall include the right to use submissions in Scavenger Hunt-related content in the Sponsor Group marketing material, in digital archives, in e-mails and in promotions related to this Scavenger Hunt and/or similar future contests, and compendiums (in any media) of contest submissions and/or winners. You grant such license without expectation of compensation of any kind and accepts the conditions stated in these Official Rules, agree to be bound by the decisions of the judges and warrant that you are eligible to participate in this contest. By accepting any prize, you agree to release the Sponsor Group, its directors, employees, officers, and agents, including without limitation, its advertising and promotion agencies from any and all liability, loss or damages arising from or in connection with the awarding, receipt, and/or use or misuse of prize or participation in any prize-related activities.
  • PRIVACY AND USE OF PROMOTION INFORMATION: The personal information you provide (e.g., name, email address, address, phone, etc.) when you enter or participate in the Scavenger Hunt may be saved in our customer database.  ServiceMax, on behalf of itself and the Sponsor Group, reserves the right to use any and all information related to the Scavenger Hunt, including your personal information, photographs and images obtained through the contest, for marketing purposes, to contact you in the future with subscription offers and/or email newsletters or other sales correspondence, or any other purpose permitted by law.  ServiceMax’s use of your personal data will be in accordance with the GE Privacy Policy (available at and applicable privacy and data protection laws. Your information may also be shared with the sponsoring partner for use in their  communications. Our goal is to provide you with information that is relevant and desirable to you, thus if you wish to opt-out, you may do so at any time: Update preferences through
  • RISK: Participants in the ServiceMax Scavenger Hunt visit all sites and undertake all activities at their own risk. By participating, you agree to release the Sponsor Group, its directors, employees, officers, and agents, including without limitation, its advertising and promotion agencies, from any and all liability, loss, or damages arising from or in connection with the travel to, visitation of, and/or photography of scavenger hunt sites, people and/or any contest-related sites or activities. The Sponsor Group assumes no responsibility for the activity or behavior of contest participants during the travel to, visitation of, and/or photography of scavenger hunt sites and/or any contest-related sites or activities.
  • MISCELLANEOUS: The Sponsor Group is not responsible for late, lost, stolen, damaged, garbled, incomplete, or misdirected entries or communications; for errors, omissions, interruptions, deletions, defects, or delays in operations or transmission of information, in each case whether arising by way of technical or other failures or malfunctions of computer hardware, software, communications devices, or transmission lines or data corruption, theft, destruction, unauthorized access to or alteration of entry materials, loss or otherwise. The Sponsor Group disclaims any liability for damage to any computer system resulting from participation in, or accessing or downloading information in connection with, this Scavenger Hunt, and reserves the right, at its sole discretion, to modify, cancel, terminate or suspend this Scavenger Hunt should any virus, bug, technical failures, unauthorized human intervention or other causes beyond the Sponsor Group’s control corrupt or affect the administration, security, fairness or proper conduct of the Scavenger Hunt. In the event of such cancellation, termination or suspension, a notice will be posted. The Sponsor Group reserves the right, at its sole discretion, modify or cancel this contest at any time and to disqualify any entrant if his or her participation affects the integrity of the Scavenger Hunt.
  • WINNER’S LIST: Winners will be contacted via direct message to the winner’s Twitter or Instagram social media account through which the selfie submission was made within two weeks of ServiceMax’s receipt of images. Winners lists may be publicized in print or  promotional materials.
  • GOVERNING LAW. This Scavenger Hunt and the rights and obligations of the Sponsor Group and participants will be governed by and controlled by the laws of the State of California, applicable to contracts made and performed therein without reference to the applicable choice of law provisions. All actions, proceedings or litigation relating hereto will be instituted and prosecuted solely within the State of California, Santa Clara County. By entering the Scavenger Hunt, you consent to the jurisdiction of the state courts of California and federal court located with such state and county with respect to any action, dispute or other matter pertaining to or arising out of this Scavenger Hunt.
  • SPONSOR. The Sponsor of this Scavenger Hunt is ServiceMax, Inc., 2700 Camino Ramon, Suite 450, San Ramon, CA 94583 USA. All questions regarding this Scavenger Hunt should be directed to [this information has been removed as the competition has ended] or email [this information has been removed as the competition has ended].


Copyright © 2018 General Electric Company. All Rights Reserved. Designated trademarks and brands are the property of their respective owners.

Since 2014, the ServiceMax Community has evolved in size, functionalities, and even appearance. We have over 5,000 members, over 5,000 pieces of content, and countless examples of field service experts learning from one another. As this community has continued to grow and mature, our platform Jive has been a stable tool that has supported our goals.


About a year ago, Jive-x (Jive’s external  community business) was acquired by Lithium, a software company that helps businesses connect with their customers on social media and digital channels. You can read more about the acquisition here.


What did this mean for ServiceMax?

There wasn’t an immediate change to our platform or our support. The Lithium/Jive-x continued to support our customer community, and we continued to focus on building programs, content and new ways to continuously improve the customer experience.


We eventually learned that Jive-x would no longer be innovating on their platform. This means that the team would continue to provide bug fixes and maintenance, but they’d encourage Jive-x customers to migrate to Lithium community, which is their true innovation platform.

In their Jive-x Customer Welcome FAQ, they shared:


To reiterate what we’ve been saying publicly since the acquisition announcement, the Jive-x platform will continue to be supported by Lithium for as long as customers choose to remain on it. While we are not planning to develop new features for Jive-x, we will continue to maintain the platform to ensure it remains a viable product for our customers.”


As we’ve shared in our community blog ( 2018: Instead of Resolutions, Game Plan for Goals), we are dedicated to continue to evolve our community platform to be an open, useful, and enjoyable platform for your continued collaboration and support. As Deirdre noted in January, our community tenets are: Openness, Transparency, Ease of Use, and Valuable Content.


We constantly read your feedback in the ServiceMax Community and look for ways to incorporate it into our plans. Some changes or adjustments are not always feasible, but we work with our technology vendor to find workarounds, we submit ideas for the future releases, and we are dedicated to leveraging new features and a best-in-class platform to provide a wonderful customer experience.


For Jive-x, we won’t see future versions with new, substantial updates, and we’re losing access to a community-focused product team strategizing to add innovative new product features to enable community members.


We can’t fulfill our promise to continuously improve your experience on a platform that isn’t evolving and taking advantage of the best new thought leadership in the community space. We want to make sure we’re giving you all the best possible experience on the ServiceMax Community.


So, this leads us on a search and a journey to an improved community experience! We’re working on a plan to launch changes and improvements to the ServiceMax Community, which will include a change in platform.


For full transparency, below are a few things we want:


  • To incorporate your input and feedback into the best way we can improve the community experience
  • To expand the scope of our platform, to offer collaboration and networking options across even more folks who are focused on digital transformation
  • An excellent technology platform that supports the same functionalities we currently use to power our community place (e.g. Idea Exchange, discussion/content creation, gamification, etc.)
  • A community platform created purely for peer-to-peer engagement, not just a “portal”, one that analysts feel is an exceptional player in the ‘ community’ industry, and a technology vendor who is laser-focused on the experience we want to deliver.
  • An analytics system that flows community data into customizable and shareable dashboards, and allows bulk export of data
  • A company that hosts intimate customer events for knowledge sharing, best practices and insights specifically in care and digital engagement


For the August Monthly Goal, I asked you to share how you think we can improve the Community. Because this is very important to us, I’d like to continue that conversation into September.  Are you interested in being an Early Adopter and a Key Stakeholder for our community improvements? To complete our September Community Goal, we are going to offer a few ways to be a key part of our transformation.


  1. Comment with ONE BRILLIANT Idea
  2. Volunteer for our SUPERUSER Interview Group



We were inspired by this post on, a great blog and consultancy on  communities: Your Members Really Want to Do Things That Matter.


Richard talks about how has thousands of user-submitted templates available to community members to download and leverage. We love the idea of user created content that saves other members time, money, raising the standards across the industry, and putting member content and ideas front and center to the community strategy.


With that in mind, we want to enable you to expand our community programs by suggesting new types of content / contests / programs we should add to this space. Here are a few examples to get your creative juices going:


Examples of ONE BRILLIANT ideas:

  • We should launch a photo contest: Where you use ServiceMax – photos of technicians in the field, funny, crazy, interesting, or team / group shots of your teams using ServiceMax, earning badges, prizes, points, like the gnome in Amelie or Travelocity commercials…
  • Cartoons, Videos, Drawings: A Creative way to tell a service story: The worst kind of customers, the hardest day, giving members a chance to think out of the box and submit something interesting to tell a service story.
  • A Scavenger Hunt in the Community: A la READY PLAYER ONE, enable community members to create a series of easter eggs, that other community members can discover…
  • Contact List: Pages of Community contacts according to their location, profile details, etc


Earn the September Badge: Post your ONE BRILLIANT Idea:  Post a comment below, with your ONE BRILLIANT Idea, like the examples, or by answering this question. Like the comments you think are best, to help us know which you like. Every member who submits an Idea will earn the September badge and points. We may even reach out and see if you want to blog on your idea.


What kind of game, contest or competition, could we add to the community?

In an ideal world, what one new thing would you, as a ServiceMax customer or field service expert, find in our community, that will help other members be happy, delighted, and successful?


Volunteer for our SUPERUSER Interview Group

We want to know what’s going to improve your user experience, and what will make our community the go-to place for field service experts around the world.  Comment on this blog and volunteer. You’re committing to joining the Community SUPERUSER group and we’ll be in touch with follow up questions, which we will ask by phone, email, or virtual call.  We’ll ask you questions about what’s on your Community wish list, and give you early access to our new community look and feel.


Again, reply below to join!


We’re excited to continue our community journey, and we hope you are too!

It's August, and August is for advancing-the-community-structure-and-layout? That may sound a little funny, but for this month's goal we are focused on getting your feedback.


You may have seen a discussion thread I posted a few weeks ago, Navigating the Community - What's your experience? We are looking to make some changes to our Community - the structure, the look, the feel, the experience, etc. However, we don't want to make these changes solely based on what we want, or generic community best practices. We want to know your thoughts, so we can tailor everything to OUR audience - you all.


The goal this month is to comment below and provide your thoughts on our Community.


Some questions you could answer:


- Community structure - how do you get to things?

- What do you think of discussion forums being more open to the general public? (We would do this so more people could benefit from your expertise, feedback, as it would pop up in Google search.)

- Do you want to see discussions organized by topic?

- Do you want to see designated product discussion areas?

- Does the top navigation bar make sense?

- How should user group spaces be organized - by location, by your stage in the customer lifecycle?

- Are there too many clicks to get to one space?

- Are the spaces too busy looking?


If you already answered this question on my other post, you'll notice you've already earned the August badge - yay!


So please, comment below and let us know what we're doing well, what we could work on, and what new ideas you have!


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Last month we were focused on following people, this month we are focused on following SPACES.


There are various spaces in our Community. Each have a different purpose and provide different content for different people. Here's some examples:

  • Field Service Network - a place where ANYONE who is passionate about field service and wants to learn more can come together. Whether you are one of our customers, a guest who only knows a little about ServiceMax and field service technologies, or one of our talented and skilled partners, you can contribute to the content that lives here.
  • Network and Share - Exclusive to ServiceMax customers, partners, and employees, this place is for questions and discussions topics on field service, or really on whatever you want!
  • Mobile Updates, Scheduling Updates, Critical Product Updates, or any Product Hub space - This is where our Product Managers post updates on product, releases, or any major announcements you need to know about.
  • Knowledge - Our Knowledge Master, ServiceMax Knowledge, authors and updates articles weekly for our customers. This is where you want to review documentation on various ServiceMax features and processes.


Our goal this month is to get you all to follow some spaces! When you click "Follow" in the upper right-hand corner, and you choose Inbox, you'll receive updates into your Community inbox. Whatever you choose to follow, the new posts or updates will appear in your weekly Community emails, which should come around Thursday.


Following a space is a great way to stay in tune with what's going on.


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How are you using your asset and service data? Have you ever thought about it? Vanson Bourne has, which led them to conduct a new global research study, "The Rise of Asset and Service Data Gravity." The following blog by Sarah Lloyd-Parry, our VP of marketing in EMEA, is a brief look into Vanson Bourne's findings.




What if I told you your company’s asset and service data could give you a double-digit revenue boost? In a world dominated by disruption and change, companies are finding innovative ways of achieving growth. Part of that innovation is looking at smarter ways of monetizing equipment assets. Automated asset and service data is becoming increasingly valuable due to its breadth and depth of product and customer information, which holds all sorts of insights for companies that extend far beyond their service operations. And that value is having a gravitational pull on other parts of the business.


In fact, asset and service data hold untapped intelligence for almost every line of business — from sales, R&D, IT, finance, marketing and Corporate Social Responsibility, and it also has a huge impact on overall equipment effectiveness in terms of performance, capacity, quality, and uptime. The rise of this ‘asset and service data gravity’ is putting a sharper business lens on enterprise performance, showing both the good and the bad.


According to a new global research study by Vanson Bourne, “The Rise of Asset and Service Data Gravity,” for every $1 spent on successful service data collection and usage, companies expect a return of $4.44 — approaching five times the initial outlay. And companies say that aggregating and analyzing asset and service data will give them a 14 percent increase in revenue. Not a bad return. But the study also revealed some worrying gaps around revenue and contract leakage.


Of the estimated 187,470 field service work orders conducted on average each year, 15,635 (8.34 percent) of them remain unaccounted for within organizations. That’s millions being lost in revenue on a regular basis — unacceptable by any standard.


Field service engineers, dispatchers and managers rely on and collect valuable data direct from source and ensure its accuracy, whether that’s product status and performance, contracts, contacts, location or account details. It’s valuable information which needs to be digitally captured and recorded.


With the advent of predictive analytics and condition-based maintenance, this data, which can be curated and fed into an organization’s data system, has the potential to provide accurate intelligence across the entire organization. And it can enhance other data sources such as CRM, ERP, parts, logistics and supply chain, HR, compliance and even data sources such as traffic and weather forecasting. Essentially, field service and asset data give all other data relevance and accuracy.


While historically the service department has been a consumer of sources such as CRM data, it is now starting to feed valuable asset data back into the system. It fits with the overall shift we have seen in recent years with service moving from cost centre to profit centre. Its data is now part of that development.


With the adoption of field service technology, a field service engineer, as part of their work order debrief, can also contribute significant amount of hands on insight and context into the health and well-being of a piece of equipment. Capturing this insight, particularly on older assets and equipment not yet IIoT-enabled, is a critical priority for the transfer of structured diagnostic assessment, knowledge, resolution experience.


And for those organizations who are already embracing IIoT, the asset and service data from connected equipment, machines, devices, field service reports, and digital twins is now actionable. Because it is both rich and accurate, other data and departments are starting to gravitate towards it. We are starting to see this ‘Asset Data Gravity’ effect re-shaping the way businesses are making both operational and strategic decisions for the better.


You can learn more about the changing role of asset and service data by visiting here.


View the original blog on Field Service Digital.

Last month we had our first two Maximize tour stops: Las Vegas and Boston. We were joined by over 150 industry innovators, including our ServiceMax customers, for two days of learning, new ideas, best practices, and tip & tricks! It was a great opportunity to network in a stress free environment, and discuss what's happening in field service and in your businesses.


If you're a customer that wasn't able to attend, don't worry, we've uploaded presentations, videos, and photos from the event into this community! Visit 2018: Maximize Las Vegas & Boston Resources to see these assets.


We also uploaded the user group presentations to the corresponding area, so make sure to check out: West Coast User Group  or East Coast User Group!


With Maximize on my mind, I want to focus this month's goal on networking and making connections, which is what this community is all about!


For June, follow three people, and you'll earn this month's badge.


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If you're looking for people to follow, here's the Community Leaderboard. Our most engaged members are listed at the top!

April showers bring May.. Maximizes? It may not rhyme, but that doesn't make it any less true! Everyone here at ServiceMax is incredibly excited for the upcoming Maximize Tour, which beings in May. Have you heard about it?


We have three stops: Las Vegas, Boston, and Tokyo. The global event will feature case studies, insights from leading visionaries, interactive and in-depth discussions, roadmap previews, demonstrations on the latest innovation in service technology, and provide a great opportunity for peer-to-peer networking.


We want you to have all the information about Maximize, so this month's goal is focused on making you a Maximize expert! (Maxpert?)


If you visit your rewards console and check out available quests, you'll see a new badge named "More About Maximize." April's badge is quick and simple. Visit these three sites and voilà, you've earned a badge and points!


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Under Your Progress, if you check out those three webpages, you'll earn a badge!


The first stop takes you to our Maximize homepage, where you can watch video that highlights the 2017 events, as well as learn about the key themes this year. From this page you can access the registration sites for Las Vegas and Boston and learn more about the European Workshop Series.




The second stop takes you to an overview of our Maximize user groups and includes the full agenda for the upcoming sessions.




The third stop doesn't take you far. It's a link to our Community online user groups. If you're a customer, you have access to all four groups: West Coast, East Coast, EMEA, and ANZ. We encourage you to follow one space (or multiple) and start engaging!




We're looking forward to meeting a number of you at these upcoming conferences, and hopefully we see you in the user groups! If you have any questions, please let us know.


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If you've attended a #Maximize conference in the past, what was the most memorable moment?

Have you ever submitted a question in the community? If someone answered correctly, did you mark it as correct?


This month, I'd like us to focus on that exactly: marking questions as answered and marking comments as correct.


Why is this important?

  • It helps users find information. If a user searches for an answer to their question and they see a related question already answered, this might save them time from searching or submitting a repeated question.
  • It's a great way recognition someone for their knowledge. It's a high five. Or a pat on the back. The user who answered correctly also receives points in the community.
  • It's a great metric for us community members to track. It helps us determine how helpful are community is being, and what we can focus on to make sure our users are getting the most our of this space.


Here's how to mark a response as correct, which will make a question as answered.




Then you'll earn a badge, and some points! As soon as you mark an answer correct, you will immediately receive a badge. As of right now, you can only earn the badge once.


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As of today, we have 262 questions marked as answered. I'm looking forward to see that number go up this month!

This month we'd like to focus on enabling our users to create more types of great, new content. Right now, most of our users only have the ability to submit questions and discussion threads. However, by the end of February we want our customers to be able to write blogs and create polls.


Where do we want to see your content? We'd love to share your voice in our customer user groups. By sharing your thoughts and knowledge and collaborating with other customers, we'll get a better understanding of what we should focus on during our upcoming Maximize user groups.




So during this month, I'll be revamping our three user groups (West Coast, East Coast, EMEA) and enabling your content creation abilities (with how-to's).


So what can you do first? I created a discussion thread, Share your knowledge in a blog post, with some questions and topics that seem to be popular in our Community.  I hope after reading that content, if you're an expert at any of the topics, you'll be inspired to write something small for us.




Like this blog post, and you'll receive notifications with updates on how this month's goal is going!

Forgot the Terminator, RoboCop, and Wall-E because there are some new bots in town. They call themselves "Telerobotics".


Earlier this week I read an article called "Drivers Wanted: Why Engineers Want To Climb Into The Cockpits Of Tiny Robot Vehicles."


It explained that these new tiny robots aren't here to take over our world, but instead are here to take us to unreachable parts of our world. Telerobotics will be able to get us into places we don't fit or cannot reach, like into turbines or engines.


How? By being small (fit-in-your-palm small) and through the use of virtual reality.


Operators will wear VR goggles, and will see a 3D image relayed from the robot. The human controller will be able to manipulate the robot's arms and hands in the field. This system will even allow the operator to model the robot's next moves, before giving the final go ahead.


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These telerobotics have the potential to be a huge hit in the field service industry. They'll be able to enter machines and make repairs without taking the machine offline. Thus, saving time and money.


Roboticist John Hoare explained that they are focusing on telerobotics that fit certain profiles first. For example, they want to create a bot that can help turn open or close a failing gas-plant valve, a task that can be terribly expensive and challenging. This specific bot will be created with the ability to turn a valve in mind.


So, in this case, robots are not here to replace humans. Between our brains, and their physical capabilities, a human-robot team could be nearly unstoppable!




What kind of jobs would you use telerobotics for? How would your technicians feel about being inside a machine?


Who is your favorite robot? (Mine is Baymax from Big Hero 6... how could you not love that big guy?!)

Nicole Guzzo


Posted by Nicole Guzzo Employee Jan 18, 2018

Did you know every quarter there's a Get to Know Your Customer Day? It's the third Thursday of every January, April, July, and October.


Because I'm a part of the Customer Marketing Team at ServiceMax, I feel like everyday is gettoknowyourcustomersday and I love it. Between monitoring this community, to creating customer story assets and pages, I feel like I am constantly learning about you and your field service story.


So on the first gettoknowyourcustomersday of 2018, I want to share a few of our recent customer stories, so you too can get to know our fantastic customers.



"We chose ServiceMax to meet the needs of our customers, but also to exceed their expectations." - Victoria Butt



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Enphase Energy

"Over a number of years, the Enphase business model has changed. It has required a software that is adaptable, scalable, and flexible. ServiceMax is all three." - Vineet Kapoor



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GE Power Services

"Without ServiceMax, getting people to the right place at the right time is nearly impossible." - Trey Keisler



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How do you get to know your customers? Has ServiceMax affect your customers' experience? Let's hear your service stories!

At the beginning of a new year, many people feel like they're able to start fresh again. "New year, new me," right?


Well not here! We like who the ServiceMax Community was at the end of 2017, so we're not quite starting fresh. Nevertheless, we do want to constantly improve who we are and what kind of experience we provide, so we decided to embark on a new program of Monthly Community Goals.


Within the first few days of a month, I'll share a blog with you explaining the focus of those 30 days. It will be a helpful way for our team to stay on top of projects we want to deliver to the community, and also an easy way for you to share your thoughts on specific initiatives.


January 2018: Social Media Synergy

Staying Up To Date, Sharing More, & Strengthening Relationships


  • Staying Up To Date: We share a lot of news and updates on the community. For example, we posted about Maximize U.S. in 2018 right when we got the news: Maximize 2018. Still, some of our social media platforms share more consistently throughout the day. We don't want you to feel like you have to travel to multiple sites to hear real-time news and information from ServiceMax, so we want to bring aspects of our social platforms here.


  • Sharing More: Sharing is a vital life skill. We're taught from a young age that it is important to bring valuable and entertaining content to others, as it's a part of growing relationships. If you found a useful conversation or blog on this community, we want you to be able to share it wherever, whenever you want. We believe there should be more eyes on our content.


  • Strengthening Relationships: We've only seen who you are on the ServiceMax Community platform. Do you live tweet at field service conferences? Do you blog on LinkedIn? Do you post fun photos, videos, or GIFs? Are you sharing content on other social media sites that some other users may benefit from? We want to make it easy to instantly connect with other ServiceMax users anywhere and anytime.
    • We added two profile fields: Linkedin URL & Twitter Username. If you fill out these fields (or one if you only have one) you will be rewarded with a badge and points.
    • To receive the badge, go to your profile, click Rewards, scroll down to Available Quests, select the light blue social one, and mark complete (it will be below Your Progress). I will then verify that you accurately completed the quest.


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While this post does not lay out a specific to-do list for us, we already have a vision on how we can make these goals happen. Follow this blog to read updates throughout the month!





Are you on social networking sites? Do you engage with businesses via social media? Do you use certain platforms for certain types of information? (Example: I use Twitter to share my thoughts on current events in the world and in pop culture.)