Field service is a massive and growing industry, powered by companies that make machines and equipment we use every dayin our homes, at our offices, in hospitals and just about everywhere. And all of these machines need to be fixed, maintained and sometimes returned or replaced.

Thats where ServiceMax comes in. ServiceMax is rethinking field service, and delivering cutting edge technology to help companies perfect service delivery, drive revenue and growth, and delight customers along the way.

ServiceMax Suite Imagine Flawless Field Service

What does flawless field service look like? 1. Complete Visibility: For the first time, service teams are gaining

deep visibility into the entire service delivery operation, and its changing the way they do business.

2. A Full Suite: Not only contract entitlements, scheduling & optimization, parts & reverse logistics, but also cutting-edge mobility, social collaboration, and real-time customer & partner portals.

3. Cloud-Based: Built on the proven Force.com platform from salesforce.com, customers get up and running fast in a low cost subscription model.

4. Access Everywhere: Mobile, anywhere access to ALL pertinent information.

31% INCREASE IN PRODUCTIVITY

14% INCREASE IN SERVICE REVENUE

16% REDUCTION IN COSTS

SERVICEMAX SUITE | DATASHEET

SCHEDULINGGet the Right People to the Right Job Every Time Your customers issue cannot be resolved remotely, and you need to dispatch a technician to their site. You want to respond immediately, but you also need to ensure that your field service teams either your employees or your partners are utilized efficiently; minimizing long drive times and white space in their schedules. But just any technician wont do. To schedule and dispatch the right technician, you need to quickly work through complex matrices of availability, eligibility, service level agreements and skill inventories. Only then can you efficiently manage work orders, maximize utilization rates, and keep your most valuable customers happy.

ServiceMax ensures you send the right tech to the right job at the right time, with remarkable results. The average ServiceMax customer increases first time fix rates by 11% and decreases average time to repair by 16%.

FEATURES

Empoweremployeeorpartnertechnicianstomanagefieldworkorders

Managetheworkorderprocessforbothbreak/fixandpreventivemaintenancescenarios

Accessandupdateworkordersfrommobiledevices,whetheronoroffline

Assignworkorderstotechniciansviadrag-and-dropinourinteractivedispatchconsole

Setuppre-definedrulestoautomaticallyassigntechniciansbasedonskills,expertiselevels,proximitytothejoband driving distances

Geographicallyviewthelocationsoftechniciansinreal-timeinourmapdisplaybasedonvisa,permit,certification,multiple skills and skill levels

StreetLevelRouting(SLR)tooptimizeroutes

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. NedSherry,DirectorofIT,KineticoIncorporated

SERVICEMAX SUITE | DATASHEET

CONTRACTSKnow your customers; grow your service revenue Maintaining the accuracy of service contracts, warranties and installed products 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.

ServiceMax ensures you stay close to your customers and can capitalize on new revenue opportunities. In fact, the average ServiceMax customer increases service revenue by 14%.

FEATURES Keeponesourceofcustomertruth

EnableServiceLevelAgreement(SLA)compliancevisibility

Automateservicecontract/warrantyrenewals

Createandmanageserviceplans/templatesofpopularserviceofferings

Automatepro-formainvoicecreationforcontractandservicebilling

Presentthepro-formainvoiceandcaptureasignatureonamobiledevice

Accesscontractdetailsviathecustomerorpartnerportal

PARTSManage Parts, Returns and Repairs Across Any Service Network Broken products, missing parts and messy returns; these are a major drain on your profitability and a major strain on your customer relationships. But they also represent a unique opportunity. A timely, hassle-free replacement or repair can result in a customer even more loyal to your brand than before.

ServiceMax ensures you have the inventory visibility and efficiency that is crucial to service profitably. In fact, the average ServiceMax customer decreases both field service costs and average time to repair by 16%.

FEATURES Manageinventorydataforalltypesofpartstransactions

Provideservicepartnersreal-timeaccesstoviewpartsavailabilityorrequestapart

Handlelargevolumeswitheaseviabatchentitlementchecksandbarcode-enabledreceipts,movesandshipments

Orderpartsorlogtheuseofapartinthefieldusingamobiledevice

Quicklysearchforandlocatepartsinthetechniciansowntrunkstock,aswellasnearbytechniciansanddepots

Manageforwardandreverselogisticsforalltypesofpartsandproducttransactions

Our technicians have the power theyve always dreamed of at their fingertips and are becoming selling machines because of the ease of tracking their work. They feel empowered to serve the customer and have become the envy of their peers in the marketplace. KevinRusin,CFO,McKinleyEquipment

SERVICEMAX SUITE | DATASHEET

Copyright 2013 ServiceMax, Inc. All Rights Reserved. Designated trademarks and brands are the property of their respective owners.

ServiceMax 1-800-756-4960 | www.servicemax.com | info@servicemax.com

GLOBAL BUSINESS? SERVICEMAX SUPPORTS MULTIPLE LANGUAGES AND CURRENCIES, AND HAS BEEN DEPLOYED THROUGHOUT THE GLOBE .

PORTALS Grow your business with customer & partner visibilityWeb-based technology has increased the expectations of customers and enhanced the ability to collaborate with partners. Customers want to log issues and view their information online. Partners represent you and need detailed information to serve customers well. Similarly, you need visibility into each partners operations to ensure transparency and great service. ServiceMax Customer and Partner Portals provide all the visibility you, your partners and customers need.Letcustomerscreatetheirownservicerequestsbasedontheir

availabilityGivecustomersdirectvisibilitytotheirworkorders,casedetails

and service historyAllowcustomerstoaccesssolutionsapplicabletotheirinstalled

productsDispatchworkordersdirectlytoservicepartnersonlineTrackallpartneractivities,includingworkorders,partsrequests

and returnsGivepartnersreal-timeinsightintothestateoftheiroperations

and success metrics

REPORTS & DASHBOARDS Meet your goals & increase profitability with real-time insightsTodays competitive environment demands visibility across your entire field service organization. Achieve your goals with powerful information to help you make decisions that keep customers happy and revenues flowing. Get instant status on installed products with warranties expiring, delayed RMAs, critical work orders, and much more. ServiceMax gives you, your executives and service managers the ability to easily establish the key performance indicators (KPIs) that keep your service business profitable.Defineandsetupreportsforanytypeoffunctionalentitysuch

as work orders, technician skills or parts movementCreatepersonalizeddashboardsEmbedreportsanddashboardsontoanypageofthe

ServiceMax applicationGrantpermissionsandaccesscontroltoanyreportordash-

board based on user rolesPushanyreportordashboardtoamobiledeviceLeverage70+pre-definedreportsandtwo-dozenpre-built

dashboardsCustomizereportswithsimpledraganddrop,previewand

filtering options

MOBILE Everything a connected technician needs, on the spotThere are very few jobs that demand the use of mobile technology more than that of a field service technician. Your technicians require critical service information and customer data at their fingertips, no matter where or when, so they can solve customer issues fast. With ServiceMax Mobile, everyone can access ServiceMax from virtually any device anytime, anywhere.

Powered by HTML5, our mobile experience is rich, consistent and powerful, ensuring that techs are never without the information they need to do their job. Employees can bring their own device and access ServiceMax through the browser, or take advantage of the rich features of one of our native apps. Many of our mobile offerings feature seamless online/offline access, single sign on via Oauth and the ability to configure once, deploy anywhere.

ServiceMax Mobile offerings include:ServiceMaxMobileforiPadServiceMaxMobileforSmartphonesServiceMaxMobileforLaptops

SERVICEPULSE Collaborate to perfect service delivery & delight customersWhat if you could send your best people, your best solutions, the latest technologies, and the best ideas from across your entire organization on every service call? With ServicePulse from ServiceMax, you can.

More than just a social network, ServicePulse transforms the way your company collaborates around service topics, while providing amazing business insight to your executives and their teams. And since ServicePulse is built on the proven Salesforce.com Chatter platform, sales and service can stay in synch by monitoring a seamless, real-time view of customer activity. Even the machines themselves can take part; through our groundbreaking Product-Pulse capability that enables internet-connected devices to post to the feed if there is an issue that requires service.Enablereal-time,securecollaborationacrosstheorganization

from field service to engineering to sales to execsEmpowerfieldtechstopostquestionsorphotos,andtrouble-

shoot with others, WITHOUT needing to know who the expert isUtilizepowerfulsearchandtopichashtagstoquicklyaccess

both common and obscure issues Illuminateserviceissuesusingmachine-to-machine

communication (M2M)