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Looking ahead: ServiceMax features?

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Looking ahead: ServiceMax features?

We'd like to hear from all of you!

What features and areas of ServiceMax are most important to your business?

  • ServiceMax employees and partners, when you are partnering with our customers, what product areas contribute the most in transforming field service?

  • Customers, we want to hear your input on the features and parts of ServiceMax that are most important to you.

When you are enabling your team, what features are you focused on? As you plan for 2016, what product areas do you think will help transform your field service business in the next year?

Thanks!

Employee
Employee

Re: Looking ahead: ServiceMax features?

One area I've heard a lot about this year is creation and management of Preventative Maintenance, Field Change Orders (FCOs) and other auto-generated types of Work Order processes add a lot of value and eliminate a lot of manual intervention.  FCOs, for instance, involve recalls or other changes that are required, or even mandated based on some event and impact a portion or all of the Installed Base for a particular product.  There is an entire business process around this where we track what requires fixing and tracking of our Installed Base as these items are serviced to be in compliance.  With large numbers involved and a regulatory requirement around certain types of devices, this process is critical for our business to operate efficiently and minimize the cost and impact on the business.  For Preventative Maintenance, the ability to plan and schedule PMs during other work to minimize travel time and or plan around other work is a big win.

Re: Looking ahead: ServiceMax features?

This area is very important to us and we continue to look for more functionality in this area.  Mark summed it up nicely.  In addition to that, ability to do long term planning for planned events such as FCO and PM would be good (without the need to require a work order to exist).   We managed to do some of this by turning off recurring functionality in PMs, however that is also a loss for us.

Roast Chef
Roast Chef

Re: Looking ahead:  ServiceMax features?

We have implemented our FCO in Servicemax as well.  It is all contained in the app and is the most complex module we built.

Sushi Chef
Sushi Chef

Re: Looking ahead: ServiceMax features?

Hi Mark,

Could you share a little bit on how FCO works for recalls or on how you are using it?  We are currently looking for a way to track recalls that manufacturers are putting on some of the items that we service and looking for a way to track this.

Thanks,

Susan

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Employee
Employee

Re: Looking ahead: ServiceMax features?

Here are improvements that will bring solid value to our products:

  1. IB Management: Add Technical Attributes to Installed Products and Locations to track the lifecycle of an Asset like Power, Voltage, Frequency, Nb of batterie, etc. This will ease the integration with Expert Modules and give additional insights to generate more businesses by generating more opportunities based on those attributes (Obsolescence for example)
  2. App to App integration across all mobile apps Windows, iOS, Android, etc. Important for Technician's efficiency.
  3. Add more intelligence to PM Time Based (Like defining an offset to start the first job) and add Criteria Based PM (Counters, Others). Sell more PM contracts.

Re: Looking ahead: ServiceMax features?

While I don't work directly with customers, from the data I am seeing, a lot of potential customers are looking into the features of Mobile, Work Order Software, and Fleet Management being the most pages.

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Employee
Employee

Re: Looking ahead: ServiceMax features?

The single key feature that will distinguish our offering this year and for several years to come will be an analytics offering. While all other product features are important and it is necessary to evolve and grow these features, more and more customers will be eager to quantify the value of their Servicemax investment.

For them, an analytics offering will enable to determine their profitability and continuously improve processes based on actionable information for key dimensions like product, line of business, geography and to gain actionable insight from their sales and service interactions. Such an offering will also allow us to gain insights into our customers’ operational performance and behaviors. These insights will arm us to make accurate predictions and better-informed decisions on emerging opportunities, competitive threats, and shifts in markets to increase our competitive advantage.

A good starting point will be to start reporting on a set of predefined metrics out of the box, which can then be enhanced to support customer specific metrics and further enhanced to go beyond the realm of reporting into real analytics where we will be able to analyze data, identify trends, detect patterns and predict outcomes.

Success of this offering will depend on the flexibility and scalability of the underlying platform and now is the time to start investing into building one.

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Employee
Employee

Re: Looking ahead:  ServiceMax features?

For us, the most important features are,

  • Dispatch Console and Resource Management. Improving the loads the dispatch consoles can handle and experience.
  • Mobility is key - reliability/robustness of the mobile apps
Employee
Employee

Re: Looking ahead: ServiceMax features?

Service Contracts - customers want to manage contract profitability (to determine future contract pricing, labor pricing, parts pricing, etc.) at the line level, so they need to be able to track the price of the contract line (e.g. covered product) and report / track the costs to perform their repairs at the WO Detail - against that installed product. 

Service Management may not have access to their ERP system

Service Management may want all functions (e.g. contract management/pricing and WO's (usage/consumption) in a single Service System

Some customers only pass totals from a WO to ERP, so there is no breakdown of labor, parts, etc. (WO detail in ServiceMax, Total costs in ERP) and if they are creating detailed contracts in ERP, then the associated prices are not in ServiceMax.

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Employee
Employee

Re: Looking ahead: ServiceMax features?

Out of the box Auto Assignment of Work Orders based on standard and custom object attributes like WO type, tech schedules, business type, Site Skills, Product Skills etc.  Continued evolution of Mobile apps and integration with wearable tech like google glass etc.

Employee
Employee

Re: Looking ahead: ServiceMax features?

The ability to plan a basic route based on locations of scheduled work orders for that day (existing critical work orders and SLAs are also factored in as well).

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Employee
Employee

Re: Looking ahead: ServiceMax features?

  • Easier maintenance and modification of PM Plans - ease the complexity behind PM Schedule and Definition and make it more flexible to manage the month to month changes if PMs need to be canceled, moved, skipped, etc.
  • Mobility - streamlining features and functionality across all platforms
  • Opening Inventory processes on Mobile so that a) we're not building a ton of customization or b) forcing technicians to login on the browser to do inventory processes which is not always a convenient or efficient process
Roast Chef
Roast Chef

Re: Looking ahead: ServiceMax features?

  • Ability to define the use of an SFM for Online, Offline or Both
  • Ability to identify what platform the user is accessing the record from (mobile or online) and to be able to use it in the criteria for SFM and wizards. 
  • Improve speed of loading the SFMs
  • Dispatch console view updates automatically when the calendar is dragged and released. 
  • Read-only view to the dispatch console for the teams so they can all see each other's job without giving them dispatcher access. 
  • Background SFMs to work on the mobile. 

Hence not looking for a lot of new functionality, as I am sure others will have good ideas for that, but I'd prefer what is there already to work to its full extent. 

Employee
Employee

Re: Looking ahead: ServiceMax features?

Great features Mark Taylor​. Thank you.

Roast Chef
Roast Chef

Re: Looking ahead: ServiceMax features?

When can I have them?

You'll appreciate they are borne out of real needs as I have developed our mobile solution. 

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Roast Chef
Roast Chef

Re: Looking ahead: ServiceMax features?

This would be HUGE for us using iPad devices out in the field

Techs do not always have cellular signal when on-site with customer - but risk of hitting SOQL limit error (kiss of death) makes them very nervous to contribute "too much" information on-site - so they wait until later in the day, which greatly decreases data collection accuracy, quality, and quantity