ServiceMax Reviews & Product Details

ServiceMax Overview

What is ServiceMax?

ServiceMax is the global leader in Service Execution Management, a software category that includes both Field Service Management and Asset Service Management. ServiceMax provides a cloud-based software platform that improves the productivity of complex, equipment-centric service execution for OEMs, operators, and 3rd-party service providers. Enterprise companies across the globe have turned to ServiceMax to help them keep the world running, while reaping the benefits of increased revenue, higher productivity, improved customer experience, secure enterprise communication, greater safety and better compliance. For more information, visit www.servicemax.com.

ServiceMax Details
Website
Languages Supported
German, French, Italian, Japanese, Korean, Dutch, Portuguese, Spanish, Swedish, Chinese (Simplified)
Product Description

ServiceMax is the global leader in Service Execution Management, offering cloud-based software tools that improve the productivity of complex, equipment-centric service execution.


Seller Details
Seller
ServiceMax
Company Website
Phone
1-800-756-4960
Year Founded
2007
HQ Location
Pleasanton, CA
Twitter
@ServiceMax
5,868 Twitter followers
LinkedIn® Page
www.linkedin.com
598 employees on LinkedIn®
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ServiceMax Reviews

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Business Lead, SDG Service Projects
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

1. ServiceMax partnership and Field Service Management expertise..

2. ServiceMax has provided us with a solution that offers us flexibility, scale-ability.

Using the power of Salesforce combined with the enhancements of ServiceMax we have the best of both worlds Review collected by and hosted on G2.com.

What do you dislike?

So far we have not seen any downsides yet. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

choose a proven partner with solid track record Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have harmonized the Service Management work flows within our business which directly benefits our customers.

We have created a GxP validated Service Management solution that allows us to be compliant in a highly regulated environment. Review collected by and hosted on G2.com.

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AR
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I like the functionality and the ability to design many different reports Review collected by and hosted on G2.com.

What do you dislike?

Servicemax took longer than expected for users to get comfortable with the program. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Organization of accounts and product information is kept up to date, changes are on real time. Faster turn around time for work. Review collected by and hosted on G2.com.

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Technical Coordinator/Project Manager/Service Operations Manager
Mechanical or Industrial Engineering
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The quality of the product and the support of the product. Review collected by and hosted on G2.com.

What do you dislike?

I miss helping the community, it seems that the community success team has stopped. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I would definitely recommend this product to others, there are a lot of useful resources right out of the box with this solution, the support system is fantastic, and the account managers do a great job helping with customer success. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Aftermarket product lifecycle phasing, we were able to hire a full-time employee and use our data to help them sell replacement products. Review collected by and hosted on G2.com.

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Software Developer
Information Technology and Services
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

ServiceMax is excellent for incident, logistics and field service task management. I am in love with ServiceMax new offline mobile solution as it is a great fit for our need.

Dealing with the support team behind Service Max has been a positive development. We always stay in touch with Service Max local Customer Satisfaction manager,he is always open to feedback. This makes us believe the team behind this great program always want to hear what we have to say and will use that to make this product better. Review collected by and hosted on G2.com.

What do you dislike?

As great as this program is, it lacks advanced guide resource for users ; which is sad to note. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

ServiceMax has allowed us better maximize sales. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

We like that it is built on the SFDC platform and therefore our Field service can collaborate with our SAles Review collected by and hosted on G2.com.

What do you dislike?

We don't like the fact that Field Service report is not easily edited, it's very difficult to make changes and the layout itself cannot be changed by an Admin Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Problems we have solved are the logging and tracking of where and when our field Service Reps are going and which customers they are at when. Previously the managers did not have visibilty to any of that info. Review collected by and hosted on G2.com.

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MDM & Governance
Pharmaceuticals
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Ease of integration with Salesforce.com. Review collected by and hosted on G2.com.

What do you dislike?

We are needing our Sales reps to use ServiceMax along with Veeva CRM, CPQ etc to get the complete functionality offering. It would be great if ServiceMax can be extended to offer additional contract management, quotes and call recordInfosys functionality. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Used by our Service sales rep for device service management. Review collected by and hosted on G2.com.

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Assistant Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

many employees are remote, which works well with this program Review collected by and hosted on G2.com.

What do you dislike?

Getting resources can sometimes be a difficult task Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

gives businesses full visibility of their clients’ equipment health, warranties, contracts and more Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

All contact I have had in the past with servicemax was great Review collected by and hosted on G2.com.

What do you dislike?

I currently do not have any dislikes for this company or this software Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The business benefits that servicemax provides seems to be on par with business needs Review collected by and hosted on G2.com.

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Quality Engineer
Computer Software
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Salesforce platform ensures high availability Review collected by and hosted on G2.com.

What do you dislike?

Add on development fees to the subscription fees if you want something useful Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Tracking of hardware issues to drive reliability improvement. Have saved time over track with email Review collected by and hosted on G2.com.

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Clinical Psychologist
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The efficiency! I was able to get work done quickly. Review collected by and hosted on G2.com.

What do you dislike?

The time it took me to learn. I am slow at learning these types of utilities. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

None at the moment. Review collected by and hosted on G2.com.

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AS
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I like the fact that it works with our cloud phone system Review collected by and hosted on G2.com.

What do you dislike?

I miss the robust nature of salesforce enterprise Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use it to track cases and work orders. It is beneficial in tracking Review collected by and hosted on G2.com.

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Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Dispatch Console functionality is good for FS business Review collected by and hosted on G2.com.

What do you dislike?

SFM's Performence is very poor in Europe users Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Field Services Review collected by and hosted on G2.com.

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UH
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The easiness of being able to adapt the software to pretty much any field of industry Review collected by and hosted on G2.com.

What do you dislike?

The fact that you can’t operate different tasks in the same time within the same software Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Revenue Maximisation and customer satisfaction Review collected by and hosted on G2.com.

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UI
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

it communicates with our other programs quite well Review collected by and hosted on G2.com.

What do you dislike?

if something isn't just so, it won't flow Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

technical support/service calls Review collected by and hosted on G2.com.

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UF
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

It was easy to navigate but it wasn’t set up in an effective way Review collected by and hosted on G2.com.

What do you dislike?

You really had to learn the system before jumping in. Cause it didn’t make sense right away Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It holds all your information but wasn’t what my company needed. We switched to Salesforce Review collected by and hosted on G2.com.

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CC
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The platform was simple to configure. As with other applications on force.com ServiceMax didn't provide extensive guides to implementing. Review collected by and hosted on G2.com.

What do you dislike?

The lack of advanced guides for implementation. Another issue is the lack of customization one has with third party applications on force.com Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Advanced scheduling was a big issue with my client. The ability to send out engineers based on skills, experience, etc, their old legacy system couldn't provide this complex automation. Review collected by and hosted on G2.com.

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Consultant
Management Consulting
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

One of the good things about ServiceMax is its ease of understanding and ease of usage. ServiceMax portable parts permit tech to redesign the framework amid every call. It consolidates two databases into one permitting deals and administration gets to be one to have rights to the database and makes the entire workflow systematic. Review collected by and hosted on G2.com.

What do you dislike?

It is difficult to control and convey. Sometimes we have faced some perplexity with regard to evaluations, ServiceMax couldn't distinguish that we were not a solid match, so a considerable measure of time and cash were squandered. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Some of the areas where ServiceMax has proven really helpful are:

Trying to consolidate two distinct databases and make the two elements (deals and administration) one substance.

Fleet administration, RMA process attempting to move all our backings applications to one stage.

Field administration mechanization and combination to ERP applications for uncovering items. Review collected by and hosted on G2.com.

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Technical Services Supervisor
Information Technology and Services
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

It's flexibility, it has been relatively easy to adapt ServiceMax to fit the specific needs of our business model. Review collected by and hosted on G2.com.

What do you dislike?

I would like it if the report generating features were a bit more robust. It is possible to generate most reports, but sometimes it would be nice to be able to use some of the same features that Excel uses in generating reports. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

We looked at several options when we decided to move from our custom built database to an off the shelf product. Our company was already using Salesforce and the easy integration of ServiceMax with Salesforce made it the obvious choice. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We mainly use ServiceMax for case management. We have been able to create reports for our clients using the information we are entering to show them our value. Review collected by and hosted on G2.com.

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UB
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

No more missed PM's with ServiceMax. It's great that the service contracts can be set up once the PO comes in and be future scheduled in the system without having to worry. The PM plan will automatically issue a case and work order for the assigned FSE before the date of the PM site visit. Review collected by and hosted on G2.com.

What do you dislike?

It's not that easy to design reports. One has to know which tables to link and which fields to pull to get a meaningful report. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

We've not yet turned on all the features that this product is capable of. The FSE's will get iPads to have the end users sign off on service reports live while they're still on site. We have a separate ERP system but we do use some spares inventory planning and spares part order functionality through ServiceMax. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It's easy to future schedule PM visits. The system automatically schedules cases and work orders once the PM plan has been set up in the system. I like that we can set up queues and e-mail lists for internal groups, notifying folks of when it's their turn to process their piece of the work flow. Review collected by and hosted on G2.com.

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Technical Architect
Information Services
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

The software is very flexible and adapts easily to a lot of different flavors of the service industry. Review collected by and hosted on G2.com.

What do you dislike?

There are a few features often needed by customers that are not provided out of the box, and customization is needed. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

ServiceMax is doing a great job of focusing on the Field Service Business community, taking time to really understand their business needs and value drivers and I feel like this will continue to distinguish them as the leader in this space. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have successfully implemented ServiceMax for several different companies, mostly automating old processes, allowing for a more remote technician workforce, and various other problems. Review collected by and hosted on G2.com.

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IM
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

ServiceMax is excellent for incident, logistics and field service task management. It's new offline mobile solution is a great leap forward and is perfect for our needs (500 field service engineers globally in sites without Internet). It's new partnership with Apple is ensuring the mobile development is now also being done with a lot of care to an intuitive interface, as well as being very feature rich. This is also going to extend to use of many of the built in IOS features. They also have great connectivity with other systems - are also progressing to automated incident creation, moving towards an IOT model - ServiceMax (together with ThinkWorks) can deliver the goods.

In general, we find dealing with ServiceMax as an organisation very positive. We have regular reviews with our local ServiceMax Customer Satisfaction manager, we contribute to road map requirements and provide a great level of service. Review collected by and hosted on G2.com.

What do you dislike?

It does require tight business process analysis, as part of deployment, due to the inherent flexibility of the system, which allows localised configuration at all levels. The resource scheduler could also be improved - it is being looked at, but is still a little clunky with regard to the interface. Knowledge management/integration could also be an improved feature. We use Salesforce knowledge, which is very tricky to integrate with the ServiceMax mobile solution, with no viable alternative. In terms of Service usability, this is key and should be part of the whole ServiceMax solution. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Make sure that you are very clear on what your business processes are and what you need them to be. This should be done before any design work is done on your ServiceMax solution - the solution should be designed to do what your business needs it to do, it is not a solution in itself. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

FSR efficiency improvements, by improving workflow and moving away from a paper based solution - this is being realised with the ServiceMax mobile solution, to the extend of 1/2 million pounds /yr. Review collected by and hosted on G2.com.

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UI
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The work orders customizations and the visual representation of techs in the Dispatch Console. Reporting capabilities are also very useful and easy to use. Review collected by and hosted on G2.com.

What do you dislike?

No ability to plot techs and work orders from the Dispatch Console- the map uses Google Maps so should have the ability to show travel time and miles. Not having this feature causes the users to have to go out of the Console to complete scheduling a tech. . Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The reporting that can be pulled from Servicemax is very helpful in tracking success metrics which has helped to make us more efficient and able to have insight on where improvements can be made. Review collected by and hosted on G2.com.

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Manufacturing Technology Group Manager/Lead
Wireless
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Very great interface for reporting structure and dashboards for regular reporting at a cross-functional level. Review collected by and hosted on G2.com.

What do you dislike?

Needs easier interfacing with existing databases, as well as more customization allowing for custom fields. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use ServiceMAX to tracking our field service repair, both in tracking and allowing easier paretos, and creating dashboards to review service center performance over time. Review collected by and hosted on G2.com.

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AM
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Adoption of new technology and comprehensive list of functionality. Solution has a mobile component for field service use on tablet or pc devices. Review collected by and hosted on G2.com.

What do you dislike?

Features are not as configurable in some areas to meet our needs and there is no capability to enable/disable functionality that we do not want. Sometines difficult to understand upcoming changes and adopt them. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Use of mobile to enforce data integrity and real time reporting for the business. Improved workflows that guide the users and simplify it's use for them whilst also maintaining data integrity in the background. Review collected by and hosted on G2.com.

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Network Support Technician
Consumer Goods
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

We truly like how it integrates with Salesforce. Review collected by and hosted on G2.com.

What do you dislike?

That it can't be guaranteed to integrate with FinancialForce and SalesForce regularly Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Service scheduling, Retail accounting and multiple platforms. Review collected by and hosted on G2.com.

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