ServiceMax Communities Datasheet

Document created by Deirdre Yee Employee on Jun 10, 2015Last modified by Deirdre Yee Employee on Aug 10, 2015
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ServiceMax Communites

Overview

In Field Service, the success of your business depends on the strength of your interactions with customers, partners and employees. Everyone at the center of your service organization needs a place to engage in, collaborate on and have visibility to your service delivery process, including customers, resellers, authorized service providers and supply partners.

Customer Community Benefits:Customer Community Features

• Achieve customer satisfaction while you cut cost with self- service capabilities

 

• Avoid truck rolls with customer access to solutions on installed products

 

• Stay top of mind with a consistent brand presence from sales to field service

 

• Delight customers by addressing the most important issues in real-time

 

• Drive service revenues with targeted up-sell / cross-sell messages based on customers’ preferences and profiles

 

• Gain consistent access to customers to improve product design and service delivery

 

• Let customers check entitlements and create service requests based on their availability

 

• Provide customers a view of installed products and any solutions and workarounds for emergencies

 

• Keep the look and feel of your website with content management (CMS) ready community pages that are easily designed or completely programmable

 

• Interface via ServicePulse; a secure social network to connect you, your employees and your customers

 

• Create multiple customer communities with the benefit of self- registration for customer access

Partner Community Benefits:Partner Community Features

• Ensure service improvement with visibility into partners’ work orders and parts ordered and consumed

 

• Increase loyalty by sharing customer entitlements that ensure partners billable service and new contract sales

 

• Eliminate turnover by providing partners with insights into their service processes

 

• Reduce operations cost by managing multiple partner programs with one system that shares assets with your partners across currencies, languages and continents

 

• Drive opportunities to grow partner businesses through delivery of best practice workflows for field service

• Define service partner resources, personnel and availability to manage schedules and assign work orders to partners online

 

• Allow partners’ teams to view work orders, inventories and entitlements, create time and material details, complete and debrief work in the field

 

• Give partners insight into their operations and success with ServiceMax Reports & Dashboards

 

• Collaborate using ServiceMax ServicePulse for real-time communication on products, services, customers and prospects

 

• Maintain different communities for multiple partners or enable role-based permissions to securely share information across partners

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