SERVICEMAX SUITE

How do you spoil customers without spoiling profits? You forget the old world of field service management: complex, on-premise solutions, heavy-duty software, spreadsheets and silos of information. And you embrace the future of field service.

ServiceMax delivers the future of field service, today. The ServiceMax solution is the first and only complete suite of cloud-based, social and mobile field service applications. Companies of all sizes use ServiceMax to track what their customers own and what service they’re entitled to, efficiently schedule and dispatch their technicians, track parts and inventory, manage returns, manage warranties and service contracts, streamline the management of their work orders, and much more.

Advantages include:

1. We’re Complete: A full suite of field service management applications from contract and warranty management to scheduling & workforce optimization, to inventory, parts and reverse logistics; all natively integrated with saleforce.com CRM and combined with cutting edge mobility, social, and real-time customer and partner portal access.

2. We’re Cloud-based: The solution is built on the proven Force.com platform so you are up and running quickly in a pay-as-you-go subscription model.

3. We’re Everywhere: Our HTML5-based solution enables ServiceMax to deliver mobile capabilities on any device or platform, anywhere access to all pertinent information for field technicians via our award-winning iPad app, as well as smartphones, laptops and tablets.

4. We’re Connected: From products communicating their status, to field techs having access to any expert, to real-time dashboards for management visibility, we make it easy to work together to delight customers.

5. We’re All About Results: Our customers streamline their operations to reduce costs, solve their customers’ issues better and faster, and create new revenue opportunities. Frankly, they are just a whole lot happier.*

(*based on ancedotal evidence from lots of happy faces at the end of customer thank you notes.)

We did our homework when we were deciding on a field service solution, and ServiceMax has now helped us cut work order resolution time in half.” Ned Sherry, Director of IT, Kinetico Incorporated

Small and mid-sized businessesask us about ServiceMax Orange!

ContractsPrevent Warranty Leakage and Drive Revenue

Maintaining the accuracy of installed products, spare parts, warranty and service contracts across customers and locations is difficult to do, yet crucial to success. ServiceMax ensures that this critical contracts and entitlement data is accurate, available anywhere, and visible to the right parties throughout the service delivery lifecycle so that you never give away service for free. Your field service team can also identify and communicate new sales opportunities, generating additional service revenue. Also, full service contract management capabilities enable your organization to define the service offerings your customers need, and then consistently price, manage and even meter services against the resulting contract so that everyone is on the same page. Once the service is delivered, you can create and present a pro-forma invoice and even get the customer’s sign-off on a mobile device while onsite to ensure accurate and timely billing.

Features:• Track and manage the service history of installed products for each

customer by individual component, serialized part level or revision level across locations.

• Automate comprehensive entitlement verification – product, location, named contact, availed & remaining services.

• Maintain consistent, accurate pricing for labor, parts, products and consumables in a central and streamlined pricebook.

• Create and manage service plans/templates.• Manage the service contract lifecycle – author, quote, activate,

renew, cancel.• Define service level agreement (SLA) tiers, for example Gold, Silver,

Bronze tiers with defined response & resolution times.• Create pro-forma invoices automatically for contract & service

billing.• Manage automatic service contract renewals.• Access to contract details via the customer or partner portal.• Support global networks in multiple languages and currencies.

PartsManage Parts, Returns and Repairs Across Any Service Network

Ensuring that spare parts inventories are available when technicians need them, monitoring spare parts, repaired parts, and return merchandise authorizations (RMAs) across stocking locations and customers sites and fulfilling product orders creates complexity that impacts your customer’s experience and your operational efficiency. ServiceMax enables you to closely track and monitor spare parts inventories to ensure that the right parts are available where and when they are needed, ensuring you are meeting your customer commitments’ across warranties, service contracts and SLAs while minimizing inventory leakage. Further you will be confident that all incoming equipment is accurately received, that repairs and replacement are quickly processed and well documented, and that repaired equipment is promptly restocked or shipped back to the customer.

Features:• 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.

• Manage inventory data for all types of parts transactions including parts requests, RMAs, stock adjustment or stock transfer.

• Provide service partners a real-time view into parts availability, and the ability to request/ship parts and initiate/close parts transactions.

• Model and manage complex distribution networks to manage returns, including global parts depots, in-country hubs, regional distribution centers (RDCs), field stocking locations (FSLs) and third-party repair centers.

• Set up complex routing rules to automatically speed returns through multiple depots and locations.

• Maintain a product revision and substitution matrix for quick customer exchanges and upgrades.

• Handle large volumes with ease via batch entitlement checks, and barcode-enabled receipts, moves & shipments.

• Feed parts availability and location information back into the field service scheduling process to ensure first time fixes.

Scheduling Get the Right People to the Right Job Every Time

Managing a field work force to maximize resources while creating consistent customer delight and new revenue opportunities takes the right team, with the right skills and the right tools. You need to work through complex matrices of schedules, availability, and skill inventories to maximize first call closure rates, stay within SLAs and service contract parameters, and manage exceptions effectively. ServiceMax provides robust, flexible, and configurable assignment, dispatching and scheduling capabilities based on field service operational best practices that enable you to get the right technician to the right job every time, drive customer satisfaction and create new revenue opportunities. ServiceMax also enables you to manage field service teams and their territories, as well as the corresponding work order management activities including creation, assignment, execution, closure and debrief of fieldwork internally and across your partner service teams. Now you can be confident that your field team utilization is the highest it can be.

Features:• Define, view and track service teams, partner service teams and

technicians and territories.• Configurable, interactive Gantt chart view of work orders based on

users query criteria such as unassigned, assigned, proximity, or customer priority.

• Map display for real-time, geographic view of technicians locations, routes and planned destinations.

• View technicians based on territory, proximity, skills or other criteria. • Drag-and-drop functionality to assign jobs to technicians manually.• Prioritize assignments based on customer priority, part availability, or

service request priority.• Schedule based on assignment rules such as reactive or preventative

maintenance, repairs or installation priorities and more.• Automate scheduling and dispatch with batch or cost-based

approach with optional Optimax module.• Automate assignment of orders based on multiple parameters such

as skills, coverage, expertise levels, customer priority, technician proximity, shifts, driving distances, cost-reduction, or fastest route with optional Optimax module.

• Dynamically assign work orders to service partners or internally.• Dispatch the appropriate work orders to service partners manually or automatically based on partnership terms.• Create and generate estimates, quotes, invoices and customer signatures in the field.• Capture and track labor costs including overtime, expenses, and mileage for every service request and over time. • Field access to all data in ServiceMax: equipment service history, parts and equipment status, SLA commitments, access to knowledge base

and more. • Using ServiceMax’s unique Service Flow Manager (SFM), work order processes can be designed and updated using drag-and-drop,

speeding initial deployment and easing the process for ongoing changes to workflow.• SFM also dynamically guides field technicians and partners through workflows, ensuring consistent and best practice-driven service quality

on every visit, while reducing training requirements.• Integrated with Reports and Dashboards to drive analysis of team’s service history, overall parts usage and time consumed, failure analysis

reports, billing, costs, and parts usage.• All functionality is extensible to service partners.• Allow customers to log, check, and update field service requests via an easy-to-use self-service Web portal.

After spending 3 years of searching and thousands of dollars trying (and failing) to develop a suitable in-house scheduling/field service solution, we are absolutely thrilled to have found ServiceMax.”Julian Haley, Chief Technology Officer

SERVICEPULSE

Deliver the Power of Your Entire Organization to Your Customer’s Door

ServicePulse transforms the way your company collaborates around service topics. It’s not about “being social”; it’s about proactive, collaborative problem solving that delivers customer delight. From products communicating their status to field techs having immediate access to any expert, we make it easy to work together real-time to delight customers.

• Document and leverage tribal knowledge.• Empower your field techs to post questions or troubleshoot with others WITHOUT needing to know who the expert is, then share the fix to help others delight customers.

• Keep the home office up-to-date with what’s going on in the field by following cases, accounts, opportunities, products or people.

• The ticker, a real-time streaming update of your business, provides visibility to changes, updates, and important items as they occur.

• Remote device monitoring technology lets you know of a problem BEFORE the customer does, and proactively dispatch techs to solve the same issue at other sites.

• Automated alerts highlight accounts that have a high volume of activity.

• ServicePulse, on Salesforce.com’s proven Chatter platform, provides all the valued features of enterprise social networking, including profiles, status updates, sharing, liking, commenting, following, groups, document sharing, and trending.

PARTNER AND CUSTOMER PORTALS

Boost Partner and Customer Loyalty and Drive New Revenue Opportunities

Instant access to the information and processes that impact equipment is important to your customers and partners. It has never been easier to deliver the self-service options that delight customers and partners and reduce costs than it is with ServiceMax customer and partner portals.

• Partner access to key functionality: inventory, parts requests, work orders, dispatch, time and material details and work order debriefs.

• Instant insight into the state of operations and success metrics on partners.

• Internal access to all partner activities, including work orders, part requests and returns so you can report on partner success metrics.

• Customer self-service: view detailed installed base and entitlements, create service requests and work orders, track status details, appointment windows and expected delivery times.

• Customer access to a knowledge base of solutions applicable to their installed products.

• Targeted up-sell and cross-sell messages based on customers’ interests and derived preferences from past transactions and profile data.

SERVICEMAX MOBILE

Bring Your Own Device for Anytime, Anywhere Access

Your field service technicians can’t be tied to an office—or even a network. They need the power of your entire organization at their fingertips, no matter where or when. Powered by HTML5, ServiceMax Mobile enables your field techs, service managers and executives to access ServiceMax Suite via any mobile device, including tablets, smartphones, and laptops. Access installed base products and detailed service histories, service contracts and spare part locations, leverage a knowledgebase or post an issue to ServicePulse and get instant answers from colleagues and experts in the field or back in the office.

• Utilize a browser to access our HTML5-based solution on virtually any device (iOS, Android, Windows, etc.), or utilize one of our native solutions, such as our award-winning iPad app.

• Dispatch work orders directly to mobile devices.• Access to calendars, work orders and details, service history, service knowledge database and inventory levels.

• Remotely request parts, capture time and material details, accept or reject work assignments, record work details and status changes, and setup follow up activities.

• Offline, capture all field service details on a laptop or an iPad, even when technicians work out of network range.

• Instant collaboration with peers and company experts via ServicePulse.

REPORTS & DASHBOARD

Uncover New Insights; Make the Best Decisions

Today’s fast-paced, competitive service environment demands visibility across your entire field service organization. Executives, managers and technicians need insight into strategic, tactical, and day-to-day service operations so they can make the best decisions regarding service operations and delivery. ServiceMax reports and dashboards give you, your executives and service staff the ability to easily see profits, losses, inventory and service levels.

• Create reports for any type of functional entity such as work orders, technician skills or parts movement.

• Customize dashboards that based on any report or data set, such as SLA violations or warranty expirations.

• 70+ pre-defined reports and two-dozen pre-built dashboards.• Embed reports and dashboards onto any page of the ServiceMax application.

• Flexible permissions and access control.• Push any report or dashboard to a smartphone.

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ServiceMax | 3875 Hopyard Rd., Suite 300 Pleasanton, CA 94588 | 1-800-756-4960 | www.servicemax.com