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.



37 Reviews of ServiceMax Suite

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 37 reviews

December 2018

Greg from Medical Devices

Company Size: 5,001-10,000 employees

Review Source


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

Ran the service business quite nicely

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.

Pros

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.

Cons

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.

October 2018

Mazen from Saudi Naval Support Co.

Company Size: 501-1,000 employees

Review Source


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

October 2018

Field Service is more productive

its a must for servicing field customers in efficient way

Pros

give a strong control on your field activities, parts and services at the end this will make your customers more satisfied

Cons

need some feature improvement to link parts and availability to the user interface and provide an accurate status monitoring

August 2018

Casey from HORIBA

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

5 of 5

August 2018

ServiceMax Review

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.

August 2018

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

2 of 5

Functionality

4 of 5

August 2018

Flexible and easy

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

July 2018

Ronald from Cutting Edge Laser Technologies

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

July 2018

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

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.

July 2018

Lori from NCI Inc

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2018

Very user friendly and the options for data management is good

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.

June 2018

Quinn from BlueCross

Company Size: 1,001-5,000 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2018

Fantastic

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

May 2018

Anthony from Cadence Design Systems

Review Source: Capterra


Ease-of-use

2 of 5

Functionality

5 of 5

May 2018

Highly Customizable Has Pros and Cons

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.

May 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

4 of 5

May 2018

ServiceMax Tranforms The Field Service Experience

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.

April 2018

Jill from Luminex Corporation

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

4 of 5

April 2018

Perfect for our Field Service Engineers

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.

February 2018

Mahesh from BR

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

February 2018

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

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.

July 2017

Pallavi from Move

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

4 of 5

July 2017

Best tool for Product Contacts and Service

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

July 2017

Andrei from Hexagon Metrology

Company Size: 501-1,000 employees


Ease-of-use

2 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

5 of 5

July 2017

Lots of clicking

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.

May 2017

Frankie from Cypress Creek Renewables

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

4 of 5

May 2017

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

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.

February 2017

Bea from Perseverance Pest Control

Company Size: 2-10 employees


Ease-of-use

4 of 5

Functionality

3 of 5

February 2017

ServeSuite

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.

February 2017

Desirae from ClientsFirst Consulting

Company Size: 2-10 employees


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

February 2017

ServiceMax

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.

December 2016

Pallavi from Move Inc

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2016

Excellent Tool for Sales and Service Teams

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

December 2016

Kelly from Roof Rx

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

3 of 5

December 2016

Works well but is costly

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.

December 2016

Jessica from Roof Rx

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

3 of 5

December 2016

Dispatching Software

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

November 2016

Curtis from GlossWorks

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

3 of 5

November 2016

Great work flow solution

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.