ServiceMax Suite software


ServiceMax from GE Digital is a cloud-based field service management solution delivering an integrated suite of applications for managing employees and customers. It is suitable for growing and small-scale businesses across various industries including medical, energy, mining, manufacturing and utilities.

ServiceMax addresses some key functionalities including, contract management, task scheduling, social collaboration and customer service. The system manages current customer contracts in a user-friendly format, ensuring that information is accurate and accessible for employees. Their scheduling matrices help manage technician’s time and efficiency. Inventory management features help track parts, returns, and repairs.

Built on the Salesforce.com Chatter platform, ServicePulse is the social network available through ServiceMax. Technicians can troubleshoot issues by posting pictures and questions, and then collaborate with each other in real-time. Developed on HTML5, the ServiceMax mobile site connects those in the field around the clock. They also have native mobile apps available for the iPad and other devices.

Supported Operating System(s):
Mac OS , Windows 2000

35 Reviews of ServiceMax Suite

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  • Casey from HORIBA

    Number of employees: 501-1,000 employees

    August 2018

    ServiceMax Review

    Ease-of-use
    Functionality
    Quality
    Support

    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.

    Pros

    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.

    Cons

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    August 2018

    Flexible and easy

    Ease-of-use
    Functionality
    Quality
    Support

    All the service activity is managed on Servicemax , with integration to the ERP. Both direct employees and partners are reporting only in Servicemax

    Pros

    The flexibility and ease of configuration of the screens and processes , per the organization logic, is great.
    Can make big changes in short time.
    Partners (community) platform is great and made a big change in our org.

    Cons

    The screens time load is slow.
    Few basic functions like connectivity to price book, off line mode, need to be improved .
    Support is extremely slow , even of urgent issues

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Ronald from Cutting Edge Laser Technologies

    July 2018

    ServiceMax has helped us to keep our parts inventory accurate and track our customer experience

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    For us the parts inventory control is hugely important. We also use the system to track our depot and field service calls to insure that our financial department has the information they need to create invoices and for FDA tracking/reporting needs.

    Cons

    Reports. The way the system is set up it can be hard to impossible to get all of the information we need on one report. Exporting to Excel and reworking the data is not a good option although it can be done.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Lori from NCI Inc

    Number of employees: 51-200 employees

    July 2018

    Very user friendly and the options for data management is good

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Much more efficient service data entry and therefore quicker invoicing to the customer. Better access to reporting and real time updating.

    Pros

    I have always been happy with the great support, they are quick to respond back and always get all issues resolved in a timely manner and are patient when you are not sure what they are wanting you to do. I also like the how efficient it is to enter work orders and make adjustments to them.

    Cons

    The report designing has been challenging and difficult to get the info I want. When I create a report there are a lot of options to create for however the items available under those options are limited.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Quinn from BlueCross

    Specialty: Healthcare Services

    Number of employees: 1,001-5,000 employees

    June 2018

    Fantastic

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Best product out there. I would recommend to everyone. It is something that I wish everyone could try.

    Cons

    I wouldn’t really have any. I have not experienced anything close to be considered a “con” — it is very user friendly

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Anthony from Cadence Design Systems

    May 2018

    Highly Customizable Has Pros and Cons

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    Being built on Salesforce platform means there's lots of developers available to customize the solution

    Cons

    Still using flash for dispatch console limits browser compatibility.
    The mobile for laptops application doesn't have clear release compatibility matrix.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    May 2018

    ServiceMax Tranforms The Field Service Experience

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Drive innovation Improve business process agility Improve business process outcomes Improve customer relations/service

    Pros

    The tool has rich functionality for scheduling, dispathing and managing work order workflows. The mobile and offline application feature is great to drive adoption with the users in the field.

    Cons

    The timesheet management module was not very robust and had intermittent issues. It can be improved for better user experience.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jill from Luminex Corporation

    Number of employees: 501-1,000 employees

    April 2018

    Perfect for our Field Service Engineers

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    So powerful for our Field Service Engineers. Tons of flexibility and they utilize the app all the time.

    Cons

    If you do not elect to purchase the premium support level package, you get the standard M-F 8-5 pm support. Poses challenges frequently. Be prepared to perform upgrades very routinely. You will fall out of the support window if you are not within a certain number of versions of the current.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Mahesh from BR

    February 2018

    Servicemax is one of the top most Field service engineering application which we can install and use

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Easy to configure and easy to customize on top of standard behavior. Lot knowledge base is available for use.

    Cons

    Troubleshooting some of the issues are tough as we will not have their internal managed code and needs to depend on their customer support.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Pallavi from Move

    July 2017

    Best tool for Product Contacts and Service

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Easy to generate Contracts, maintenance of Products and history tractability.
    Easy to use and gives Users good experience with Covered Products and Contracts.

    Cons

    Some of the customization/configurations all locked for the User, have to implement them manually overriding the standard functionality

    Review Source: Capterra
  • Andrei from Hexagon Metrology

    Specialty: Manufacturing Equipment

    Number of employees: 501-1,000 employees

    July 2017

    Lots of clicking

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Good software. Large learning curve, but once you get through that it's capabilities are large.

    Pros

    Very powerful. Holds all the information that you could possibly want it to hold. Pretty straight forward.

    Cons

    Lots of navigating needed. Too much clicking to find what you're looking for. Would be nice to see a list of navigation options per customer.

  • Frankie from Cypress Creek Renewables

    Number of employees: 201-500 employees

    May 2017

    Service Max add on for Salesforce seems to be a Lambrghini, but it takes a multitude of engineers.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Exercise the brain cells and learn a another programming platform.

    Pros

    It has a plethora of useful gadgets and toys and seems to be a cradle to grave solution once you have the programmers behind you to help.

    Cons

    Difficult to program, Although it keeps all service tickets, There is no real way to see all the files that are attached to the Work Orders. As a maintenance department, legacy data easily accessible is what is needed for techs when they roll onto a job and equipment.

    Review Source: Capterra
  • Bea from Perseverance Pest Control

    Specialty: Pest Control

    Number of employees: 2-10 employees

    February 2017

    ServeSuite

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    We have had a partial training and it is pretty difficult to gauge the functionality before using the product. The set up seemed unnecessarily detailed.

    Pros

    Too early to tell.

    Cons

    Too early to tell but the interface seems very plain.

  • Desirae from ClientsFirst Consulting

    Specialty: Other

    Number of employees: 2-10 employees

    February 2017

    ServiceMax

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    ServiceMax believes in the importance of getting the right person and the right parts to the right place on time. They have created an innovative suite that helps field service technicians track their van stock, service calls and even parts and instruction manuals on their iPads. It is a great product. They have been purchased by GE. I'm interested to see where they go from here.

    Pros

    Full-service suite for the field service industry.

    Cons

    The application is intensely complex.

  • Pallavi from Move Inc

    December 2016

    Excellent Tool for Sales and Service Teams

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Eases the process for Service team by allowing them to create Service Order, by processing Service Order.

    Review Source: Capterra
  • Kelly from Roof Rx

    December 2016

    Works well but is costly

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We used it internally to schedule appointments and also to manage our custom objects in Salesforce. Management decided this was too costly, so we did end up switching to a cheaper option.

    Review Source: Capterra
  • Jessica from Roof Rx

    Number of employees: 11-50 employees

    December 2016

    Dispatching Software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We used this product for many years as a dispatching software for our roofing company. We used it internally to schedule appts and also to manage our custom objects in Salesforce. Ultimately we outgrew it and were able to find a better, cheaper solution.

    Pros

    the look of the dispatch console for scheduling

    Cons

    the cost per user and the limitations of customization

    Review Source: Capterra
  • Curtis from GlossWorks

    November 2016

    Great work flow solution

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Our Alberta location had used ServiceMax for a number of years, and found that it saved a lot of time on the administrative tasks such as quoting, generating work orders, and invoicing.

    Review Source: Capterra
  • Pallavi from Move

    October 2016

    Very much helpful application

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Its very helpful with Contract management, Product Management. It comes with Maps to help with Geo Locations for Contracts and Products for the Service Engineers. It has lot of Builtin Process which will help the developers and Users alot.

    Review Source: Capterra
  • Naveen from Accenture

    Number of employees: 10,000+ employees

    October 2016

    Best Software for Field Service on Salesforce Ecosystem

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    ServiceMax is a complete field service solution. They provide iPad, Android Application with real time data and offline capabilities, which is awesome. Every one in the field service department have the latest information right in hands and which is really helpful. They are keep evolving and a great customer listeners. I love the Product they have on Salesforce. And all the applications.

    Pros

    Mobile Apps.
    Real time and Offline capabilities.
    Best field service app on Salesforce.

    Review Source: Capterra
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