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

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.

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.

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.

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.

It has been a horrible experience and a lot of their tenured leaders have left over the past couple months.

* I enjoyed using ServiceMax when they were backed by General Electric (GE). * ServiceMax is compliant and works which is always a plus.

* ServiceMax has identity issues because the platform sits on top of Salesforce. Salesforce sold off ServiceMax years ago to GE, then GE sold it off to a private equity company. * ServiceMax is clunky and moves at the pace of molasses.

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

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.

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.

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

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.

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