Salesforce is leveraging the asset management capabilities of ServiceMax, in a partnership that is expected to bolster the asset-centric field service capabilities of the CRM giant. Automation, predictive maintenance, and other capabilities will be enhanced to differentiate the customer service.
Service organizations are increasingly demanding preconfigured templates and best practices that meet their industry-specific needs. Salesforce has partnered with ServiceMax to deliver Asset 360 to improve its asset management capabilities. The partnership will enhance Salesforce’s asset-centric service, mobile debrief, contract invoicing, warranty and product recall, predictive maintenance, and other capabilities—and bring them on par with those of the FSM software players. This new set of asset management capabilities, co-developed by the two vendors, is being built on the Salesforce Field Service platform.
Salesforce and ServiceMax complement each other well, whereby Salesforce could also help ServiceMax with emerging field service technologies such as AI tools, digital assistants, and wearable IoT devices. It will take some time for the combined solution to get real-life complex use cases—that is, to evolve to a truly proven and scalable “first time fix” service solution. Still, it will give the likes of IFS, Microsoft Dynamics, Oracle, SAP, and others a run for their money.
This is only available with a subscription to IDC, but if you have it, it’s incredibly insightful and by one of the best Field Service Analysts around, @Aly Pinder.
A summary: This IDC Market Note provides an overview of the product launch of ServiceMax Asset 360 for Salesforce announced on September 1, 2020.
"Customer data and asset or product data have often been siloed sets of information with limited access or insight being provided to various stakeholders," states Aly Pinder, program director, Service Innovation and Connected Products, IDC Manufacturing Insights. "As equipment and assets become more intelligent and customers demand better visibility into the service experience, manufacturers will need platforms and solutions that can merge data from a variety of sources to deliver enhanced offerings and higher levels of support with the ultimate goal of faster resolution, better value, and increased efficiency."
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