We'd like to hear from all of you!
What features and areas of ServiceMax are most important to your business?
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?
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.
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.
We have implemented our FCO in Servicemax as well. It is all contained in the app and is the most complex module we built.
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.
Here are improvements that will bring solid value to our products:
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.
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.
For us, the most important features are,
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.