As you may know, In the latest round of our annual NPS survey, we asked you to score your experience of the product team. In January, we published an action plan for 2019, how we wanted to address your feedback.
You asked for more visibility into our vision, specifically focused on the betas and our ideas exchange.
We have launched additional beta programs in 2019 for SFM Designer and Go Tablet apps – and we plan to have more to follow.
Product management with collaboration with Customer Success have been active in updating statuses in ideas exchange. We have been very encouraged with the resulting interaction between product and customers.
You expressed some concern about usability and performance in dispatch console and in mobile applications.
We launched Service Board in April’19 which contained usability enhancements, as well as functional enhancements such as crew management, shift planning, and real-time notification integration with the new ServiceMax Go mobile apps. Moving forward, we are introducing support and automation for more complex scenarios, such as project scheduling, in our continuing efforts to make dispatcher more informed and confident when planning work.
For customers not looking to move to Service Board in the near future, we will be releasing an updated version of the classic dispatch console that will be more performant. This option is available for customers who are looking for performance improvements, but not complex work use-cases (crews, shifts, projects).
We launched the ServiceMax Go phone apps in April’19. We are proud to say it is the fastest adopted product in ServiceMax history.
Key features include an improved user experience and new sync gateway in the backend which has proven to be more performant that the classic sync engine – and we expect to get even better.
Moving forward, the Go app will be release in tablet form, and beyond functional enhancements, there will always be a focus on how we can design the app to minimize the number of taps for a technician to get the job done.
And an increased investment in Ideas Exchange feedback!
Again, I want to personally say thank you for your feedback and your partnership. We’re continuing to work on improvements and ways to learn from you and deliver better products and solutions for your business goals. Let’s keep working together.
I'm here to help you! As a member of our Customer Success team, you'll see me active in the Community posting, answering, and pulling others into the conversation. Along with my colleague @kevin_payne, I meet bi-weekly with our product team to review Community Ideas and posts. Tag me if you'd like to include me in your conversation and reach out if you'd like to know more about our Customer Success program!