ServiceMax
BATTLE CARD
Competitor Overview
Website: http://www.servicemax.com
Year Founded: 1999
HQ: Pleasanton, CA
Description: “ServiceMax is the only complete field service software solution
helping companies of all sizes manage contracts, scheduling, and parts, while
also providing solutions for social, portals, and analytics — all delivered in the
cloud to any mobile device.”
Company Ownership: Privately Held
Financial Information: ServiceMax has raised more than $121 million to date
Competitor’s Solution Offering(s):
• Express (5-50 Users)
• Enterprise (Mid – Large Enterprises)
• Unlimited (Global Enterprises/Complex Needs)
Gartner Overview
ServiceMax is built on the Salesforce platform, and is one of only a few field service
applications that was, from the start, built on the cloud with a multitenant architecture. The
company offers a broad service suite in several editions: Express, Enterprise and Unlimited.
Backed by leading venture capital firms — such as Emergence Capital, Trinity Ventures and
Mayfield, as well as by Salesforce — the company has raised more than $121 million to
date. ServiceMax currently offers native iPad and iPhone apps, as well as HTML5 mobile
Web apps for other platforms. The company is moving toward a hybrid app for Android
smartphones and tablets, leveraging the Apache Cordova container, by late 2014. The
company also has a newly updated Windows laptop client app that uses its hybrid
technology. Support for Windows RT and Windows Phone is not planned for now.
Strengths
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ServiceMax's SaaS subscription model will be enticing to service managers who are
operating with limited access to a capital budget. The architecture is based entirely
on Salesforce's development environment, and ServiceMax has a close business
connection to Salesforce, which gives ServiceMax close ties to core functionality. The
relationship also raises ServiceMax's profile, giving it access to leads and
partnerships with Tier 1 service providers.
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Sales execution has far outpaced the market, and the company has signed more
new customers in the past 12 months than any other vendor in this Magic Quadrant.
ServiceMax also is credited with upselling nearly 100% of its client base. In addition,
the company has seen a high level of demand for mobility, with its mobile apps
being purchased as part of nearly every new deal. User reference satisfaction was
higher than average in nearly all areas of software and services.
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The company has displayed a compelling vision of the future of field service,
including the use of bleeding-edge technologies such as drones and 3D printing. It
supports this vision through investments in customer engagement programs (that is,
customer ride-alongs), Field Service University (an internal training program that all
employees must complete to familiarize themselves with the field service market),
continued investment in analytics, and improvement of its customer service metrics.
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The company has expanded its partnership network for implementation.
Cautions
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The advanced scheduling optimization engine, OptiMax, needs further development
to reach parity with best-of-breed scheduling applications, and we've seen only a
few deployments of several thousand technicians. The company decided to speed
up time to market through a partnership with ServicePower, but this was too newly
established to evaluate in time for this Magic Quadrant
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The company's traction outside North America (and, to some extent, EMEA) is
limited, although some of this is the result of tremendous growth and attention in
the U.S.
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Users reported that the total cost of ownership is not as low as one might expect for
a SaaS-based solution. This is mostly because: (1) Salesforce remains one of the
higher-priced CRM solutions; (2) ServiceMax needs to pass on some of the costs;
and (3) configuration and implementation services are still required, despite
ServiceMax being a SaaS solution.
FieldOne Advantage
Flexible Deployment
• ServiceMax requires Salesforce and has to be deployed on the
Salesforce Public Cloud
• FieldOne can be deployed On Premise, on Microsoft’s CRM
Online Cloud, on Microsoft’s Azure Cloud, or in a hybrid
architecture.
Superior Infrastructure
• ServiceMax must be deployed on the Salesforce cloud which
provides no SLA protection.
• FieldOne is deployed on the Microsoft Cloud which offers a
comprehensive SLA featuring 99.9% uptime or the customers
own infrastructure
Native Apps for all Major Mobile Platforms
• ServiceMax provides a native app for IOS and Android devices
but only HTML-5 for Windows.
• FieldOne provides Native Apps for IOS, Android, and Windows.
SMS/IVR
• ServiceMax does not offer this functionality out of the box.
Development Platform
• ServiceMax is built on the less developer-friendly Force.com
platform and requires specialized skills
• FieldOne Sky is built on the develop-friendly Microsoft Dynamics
xRM platform and requires standard skills
Automated Routing Engine
• ServiceMax is in the process of fazing out their original routing
engine (OptiMax), and replacing with ServicePower’s technology
(Linx for ServicePower)
ServiceMax Advantages
Market Presence
• ServiceMax is the market leader in the Gartner Magic Quadrant
Customer Base
• ServiceMax has a large and diverse client base
Proven Routing Technology
• ServicePower’s technology is acknowledged as scalable and
reliable.
Strong Integration
• ServiceMax has partnered with PTC to provide a seamless
integrated product with PTC’s IoT platform called ThingWorx.
Capabilities
FieldOne
Scheduling and
Dispatch
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Real Driving Directions, not point to point
Optimized Routes to meet time windows
Dispatch Technicians
Assignments based on skills
Balancing the Workload
Scheduled service times
Customizable scheduling board based on any criteria
List views, map views, hybrid views
Ability to allocate your people based on requirements and resources with Scheduling Assistant
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Based on real time, GPS data
Drag and Drop Technology when using the scheduling board
Schedule Alerts
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Can prevent specific scheduling events (like those triggering overtime), by issuing a
warning, or suggesting a way to avoid excess cost
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Can be configured by customers
Service Centers
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Optimizes scheduling by balancing capacity, skills, working hours and client distance from
locations
Can schedule and manage multiple resources working together on a job
A User can now create “Schedule Alerts” that will be displayed on the Schedule Board and can be
created and related to any record including Contacts, Accounts, Work Orders, Cases
Schedule Board is has a whole new user interface with new features
Schedule Assistant now has real time mode, where the dispatcher can search for available resources
based on their current location using GPS technology
The dispatcher can put the Schedule Assistant into "overlap" mode which will consider the schedules
flagged as "flexible/anytime" as open and the dispatcher can choose to schedule over these existing
movable schedules.
The Schedule assistant can now be configured to allow enough time at the end of the day for the Field
Agent’s drive home
ServiceMax
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Self-Scheduled
Interactively Scheduled
Fully automated “optimization”
Dispatch Technicians
Rich, interactive and highly configurable dispatch console
Drag-and-drop work order assignments
Find the right technician for selected work orders based on territory or proximity
Adjust work order criteria directly from the Dispatch Console
Set up pre-defined rules to automatically assign technicians based on…
• Skills
• Expertise levels
• Proximity to the job
• Driving distances to work orders
Out-of-the-box integration to Google Maps
Automatically dispatch and assign work orders to service partner resources based on pre-defined
partnership terms
Prioritize assignments based on customer priority, part availability, or service request priority
View optimized schedules on virtually any mobile device
Work Order Management
• Ability to work with or without internet connection
• Capture actual time and expense items and generate service reports or pro-forma invoices
for customer signature
• Provide real-time SLA counters on the work order
• View and track service teams, partner service teams and corresponding territories
• Capture actual time and expense items and generate service reports or pro-forma invoices
for customer signature
Advanced Technician Search enables dispatchers to use multiple variables and qualification criteria to
find technicians who are best suited for each job including level of expertise and certifications, to soft
skills and preference, technicians are automatically ranked
Dispatchers can also specify overhead time
Capabilities
FieldOne
Automated
Routing
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Service
Agreements
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ServiceMax
Balances many different factors when routing(SLAs, route conditions, location, skills, expertise, and
customer preferences)
Uses a FieldOne developed routing engine that uses algorithms to compare potential outcomes
Support global networks in multiple languages
Manually override automatic scheduling decisions as needed
Street Level Routing (SLR)
View optimized schedules on virtually any mobile device with native apps for all major mobile
platforms
True Cloud on-demand resources including CPU, memory and disk and real-time failover
protection
Optimize the schedules of both employees and partner resources in a single system
Resides in Microsoft Azure data centers meeting all major compliance requirements
The new routing engine admin screen gives the user the ability to set and change routing engine
configuration and rules.
The new Routing Engine can optimize your organization’s schedules continuously or you can
choose to have it optimize routes scheduled for tomorrow, next week, next month, etc.
You have the ability to have specific routing schedules depending on territory or time of day or
year.
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Manage terms and conditions
Apply different billing rates
Manage automated renewals
Track asset location, maintenance needs, and repair history using barcodes or serial numbers
Track warranties against assets
Recurring PM schedules
Special pricing
Agreement, recurring, billing
RMA, RTV, Equipment management
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ServiceMax Linx for ServicePower
• Industry’s only “always on”, continuous workforce optimization solution
• Continuously optimizes various types of jobs, including more complex jobs, preventive maintenance,
multi-stage jobs that require sequencing and other service level agreements (SLAs) that may span
multiple time periods
• Drip feed scheduling-update of the schedule to the technician/engineer once he or she completes
the previous job
• Schedules parts
• “Travel matrix” technology pre-calculates expected travel times
• Improved workforce optimization capabilities to assist with managing non-work technician activities,
break time, and holiday scheduling through
OptiMax
• Automates schedule optimization, assigning each technician the optimum work orders
• View optimized schedules on virtually any mobile device
• Multi-skill technician matching engine
• Intelligently schedules parts
• Street Level Routing (SLR)
• Optimizes scheduling for both employees and partners in the same system
• Drip feed scheduling-update of the schedule to the technician/engineer once he or she completes
the previous job
Contracts and Preventive Maintenance
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Critical contracts and entitlement data is accurate, available anywhere, and visible to the right
parties throughout the service delivery lifecycle
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Field service team can also identify and communicate new sales opportunities
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Installed Base Management
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Full access to contacts, cases, installed products, location information, service level agreement
(SLA) details, work order history, work order status, warranty and entitlement information
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Track and manage installed products for each customer by individual component, serialized part
level or revision level across locations
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Countdown clocks based on SLA terms specific to the customer
Case Management
Entitlements and Warranty
• Comprehensive, automated entitlement verification – product, location, named contact, availed &
remaining services
• Perform an entitlement check anywhere
• Track and change warranties and service contracts at a customer, site, product and component level
• Manage automatic service contract/warranty renewals
Service Plans
• Create and manage service packages centrally with standardized pricing and travel policies
• Manage the service contract lifecycle – author, quote, activate, renew, cancel
• Support for multiple product & labor price books
• Define service level agreement (SLA) tiers with defined response & resolution times
• Automatic calculation of work order line pricing based on contract
• Manage automatic service contract renewals
• Automatic pro-forma invoice creation for contract and service billing
Capabilities
FieldOne
Mobile
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Native Apps available for iOS (iPhone, iPad, iPod Touch), Android (phones or tablets), Windows Phone,
Windows 8.0 and 8.1 RT, and browser versions for all of your legacy mobile platforms
Central management and development console
Features no code customization
Full Offline capabilities
View and update accounts, contacts, products, work orders, schedules, customer equipment, leads,
opportunities, and activities
Update Personal or Team Schedules
Photo capture for “before and after” job
or any other entity
Full mapping and direction capabilities
Attach files to work orders or other entities
Update status and other job related
Information
Update and complete service tasks
Record materials used (with pricing
automatically applied)
Multi-Currency Support
Multi-Region Support
App based mobile payments
Bar Coding
Employees and partners can set their own working time from within the mobile application or request
time off to be approved by a manager
Can scan or swipe credit cards
Can run SSRS reports
Integrate with SharePoint
HTML5 charts and multiple dashboards
Chat with real-time push notifications
Automatically refresh lists
ServiceMax
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Native apps for iPhone and iPad and Android
HTML5 apps are available for other devices
Remotely request parts, capture time and material details, accept or reject work assignments, record
work details and status changes, and setup follow up activities
Configure once, deploy anywhere
Store & forward capabilities
Advanced data validation during data entry
Capture service details while onsite
iPhone and Android
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Native App
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Barcode Scanning
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Quick access to customer contact info and one-click dialing
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hands-free GPS navigation
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Calendar view of work orders and associated tasks that can be dynamically changed
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Real-time automated pricing
Only iPhone
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Self-dispatch;
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Online search;
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Troubleshooting resources;
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Form fill;
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Multiple SFM views and usability enhancements;
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AirPrint for SmartDocs-technicians will be able to immediately print a service report while
still on-site
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Attachments and sharing capabilities
iPad
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Native App
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Single sign on (SSO) and OAuth 2.0
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Accessible customer and product data including entitlement verifications, customer
history, location, contacts, product service history, repairs, and warranties
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Calendar view of work orders and associated tasks that can be changed
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Route planning and step by step driving directions
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Supports attachments right to the work order
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Ability to take a photo/video of the equipment with the iPad’s camera while on site and
upload
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Support for long-term projects and multi/all-day events;
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AirPrint support;
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ServicePulse, an easy way to collaborate around service topics;
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Sync reports;
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Data purge;
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Advanced conflict resolution
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Real-time collaboration and problem resolution via ServicePulse and FaceTime
Capabilities
FieldOne
Social Collaboration
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Ability to connect using personal and team profiles, directories, org charts, status updates, sharing,
liking, commenting, following, groups, document collaboration
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Communicate with Voice, Video, IM, Discussions, or Email including native integration with Skype
Inventory
Management
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Real-time updates to ensure inventory is accurate
Ability to manage inventory and update stock history for any location
• Multi warehouse/ truck
Ability to integrate with an ERP System
Full journalizing
Allocation
ServiceMax
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ServicePulse
Powered by Salesforce.com’s Chatter platform
Provides all the valued features of enterprise social networking,
including profiles, status updates, sharing, liking, commenting, following, groups, document sharing,
and trending
Real-time, secure communication and collaboration across the organization
Field techs can post questions or photos, and troubleshoot with others
Includes a ticker, a real-time streaming update of your business
Machine to machine communication
Product Pulse
Remotely monitor devices for notifications of a service problem before the customer does
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Manage inventory data for all types of parts transactions
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Handle large volumes with ease via batch entitlement checks and barcode-enabled receipts, moves
and shipments
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Order parts or log the use of a part in the field using a mobile device
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Manage forward and reverse logistics for all types of parts and product transactions, including
returned merchandise authorizations (RMAs), field replaceable unit (FRU) returns, exchanges and
repairs
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Inventory and Depot Repair
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Parts Logistics
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Provides ready access to product manuals, technical support documentation, maintenance histories,
repair notes, announcements
Single point of access for all information
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Ability to feed parts availability and location information back into the field service
scheduling process
Advanced lookup filters for both their own trunk stock, as well as nearby technicians and
depots
Reverse Logistics
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Knowledge Base
Manage inventory data for all types of parts transactions including parts requests, return
material authorizations (RMAs), stock adjustment or stock transfer
Provide service partners a real-time view into inventory, and the ability to request/ship
parts and initiate/close parts transactions
Model and manage complex distribution networks to manage returns
Analyze return volumes and trends
Set up complex routing rules to automatically speed returns through multiple depots and
locations
Customers direct visibility to their work orders, case details and service history
Allow partners' teams to view work orders, inventories and entitlements
Capabilities
FieldOne
CRM
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Powered by Microsoft Dynamics CRM
Natively integrated with your field service solution to make a single, unified system
ServiceMax
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Full integration between Salesforce.com’s technology and ServiceMax
“One source of customer truth”
From Salesforce.com's Sales Cloud and Service Cloud
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Contacts
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Accounts
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Opportunities
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Cases
From ServiceMax
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Work Orders
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Parts Orders
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Contracts
Business Intelligence
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Interactive graphical scorecards and dashboards
Variety of tables, charts, and views to visualize data in a way that best suits your purposes.
Out of the box reports and business user-friendly tools for custom reporting
Sophisticated predictive analysis, segmentation, and recommendation algorithms
Access data from any third party source
Graphic representations of real-time business insights that can be modified and expanded upon.
Capabilities in data cleansing, deduplication, and profiling functionalities
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Reporting & Dashboards
• Define and setup reports for any type of functional entity
• Includes work-orders, technician skills or parts movement
• Create and customize dashboards that can contain any number of reports and charts
• Embed reports and dashboards onto any page of the ServiceMax application
• 70+ pre-defined reports and two-dozen pre-built dashboards
• Customize with drag and drop interface
Employee Tracking
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FieldOne Sky TraQ can allow field agents to share their current location real time with all stakeholders
and send alerts when in route to job site using Glympse technology.
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Out-of-the-box integration to GoogleMaps, to geographically view the locations of technicians and
current routes in real-time
Automated
Communications (IVR)
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Schedule an SMS or IVR (Interactive Voice Response) activity and set a send time
Portals
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Partner Portals
• Partner access to relevant functionality
• Internal access to all partner activities
Customer Portals
• Customer self service
• Customer access to documentation
• Targeted messages based on customer’s interests and preferences based on past
transactions
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Customer Communities
• Let customers create their own service requests
• Give customers direct visibility to their work orders, case details and service history
Partner Communities
• Dispatch work orders directly to service partners online
• Track all partner activities
• Real-time insight into the state of their operations
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Technology
FieldOne
Platform
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Microsoft Dynamics xRM Framework
Native connection to Microsoft Outlook, Office, Office 365, Microsoft SharePoint, Windows
Azure, Skype
Multi-currency capability
Available in more than 41 languages
ServiceMax
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Integration with PTC’s IoT platform called ThingWorx for one seamless integrated product
Infinity Framework
Easily integrates via APIs to the enterprise software already in your environment
Support for 14 languages
Service Flow Manager (SFM)
• Organizations can integrate their business processes directly into ServiceMax through an
intuitive drag-and-drop interface
Service Quality Index (SQI)
• Tracks field service performance based on a company's specific goals and metrics tailored
to their business strategy
Insights Engine
• Continuously analyzes and organizes field performance and usage data to deliver clear,
actionable insights and provide new SFM solutions to help you reach your target SQI
Configuration
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Point and click customizations
Central mobile development tool
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Easily configurable interface allows them to make changes to their customized implementation in a
matter of hours instead of days or weeks.
Mobile Technology
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No code customizations
• Uses point click interface
Security Capabilities
• No middleware
Mobile Device Management Tools
• Divide mobile devices into groups and apply different security rules
Mobile Application Management Tools
• Lock the application remotely with just one click
• Wipe out data from the app remotely
• Business hour restrictions
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Mobile apps are native for iOS and Android, but HTML5 for Windows.
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ServiceMax only provides a cloud solution using the SalesForce1 platform
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True Cloud Deployment
• Dedicated cloud on Microsoft Azure and multi-tenant cloud through Microsoft
Dynamics CRM Online
On-Premise Deployment
Hybrid Deployment
Infrastructure
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Microsoft xRM platform has been benchmarked at 150,000 concurrent users
Multi-tenant offers a 99.9% uptime SLA
Microsoft guarantees external connectivity at least 99.95% of the time.
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SalesForce1 platform
Integrates the Salesforce.com Service Cloud
Complete service life cycle solution in one technology platform
Tried and tested by more than 78,000 customers worldwide across a range of industries
SalesForce1 cloud does not provide a guaranteed SLA
Integration
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Integrated platforms include:
• SAP R/3
• mySAP
• SalesForce.com
• Oracle ERP (Siebel)
• Oracle CRM
• Dynamics AX
• Dynamics NAV
• Dynamics GP
• Dynamics SL
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Integration with PTC’s ThingWorx platform
ServiceMax Linx for QuickBooks
• Connects ServiceMax to your QuickBooks system
• Generate pro-forma invoices that can be presented by the technician for electronic
signature while on site
• Automatically create estimates and invoices in QuickBooks from ServiceMax work order
details
• mobile access to product and service pricing, quoting and contract information
• The accounting team has the ability to view dashboards and analytics
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Deployment Options
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