ServiceMax

Comentarios: I think ServiceMax was a good choice for us. ServiceMax has by far one of the best customer support systems I have had the pleasure of dealing with. Everyone at ServiceMax seems to be extremely knowledgeable and always happy to help or find the right person to help. Recently we had the need for tracking specific tools used by our Technicians. These Tools require calibration on a specific intervals and using a tool outside of its calibration expiration is a a regulatory concern. Before, this tracking was done manually via a spreadsheet and audits on this process were poor. I was able to build custom objects in Salesforce and then leverage ServiceMax to create the functionality that allows our Service Center to easily manage the Tool Calibration process and improve regulatory compliance. This included automatic notifications when tools were due for calibration, when tools ship to and from our Service Center and the ability for Technicians to view, receive and ship Service tools from the ServiceMax mobile application.

Puntos a favor: Overall the software does what its intended to do. It allows our Field Service Technicians better visibility to their workload and a one stop shop for completing service reports, ordering spare parts, visibility for upcoming preventive maintenance visits, a heads up on instrument technical updates, etc. It also provides dispatchers and Service Managers with the information necessary to realign jobs and stay on top of the day to day. From a support standpoint, I find the system is fairly easy to learn and setup. There is a learning curve to getting started but the documentation is great and the SM community is fantastic.

Contras: ServiceMax configuration needs some type of versioning or configuration tracking. It also needs an audit trail of who changed what and when. May times I go behind someone and have issues to find out what they may have changed inside of an SFM. The Preventive Maintenance plans and triggering PM Work Orders process seems like it could be simplified a bit. There seems to be a lot going on and it makes the overall process a little complicated.

Comentarios: All in all its a good product. But when it comes to trying to back out or remove the package from Salesforce it's not a straight forward one click uninstall.

Puntos a favor: Although a little time consuming, once the set up is complete. The 'SFM' driven process flow means the users will be able to complete the required information not just in a service flow, but any that the business requires. Worked very well with some employees who were forgetting certain entry points or attempting to skip points in the process.

Contras: The only real negative point to Servicemax is the resource hunger. The package when installed in Salesforce seems to take up a large amount t of space, and the custom code delivered in our implementation (by Servicemax or their trusted partners) was not the best commented so it was difficult for a programming novice to amend for code coverage purposes.