ServiceMax Reviews and Ratings

Rating: 7.9 out of 10

Score

7.9 out of 10

Community insights

TrustRadius Insights for ServiceMax are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Easy to use and intuitive: Many users have stated that the software is easy to use and intuitive. They appreciate the user-friendly interface and find it simple to navigate through different features and functions. Several reviewers mentioned that they were able to quickly understand how to operate the software without much training or technical knowledge.

Great integration capabilities: A significant number of users have praised the software's integration capabilities. They mentioned that the software can be easily integrated into other third-party applications, allowing for seamless data sharing and workflow management. This feature has been particularly helpful for users who rely on multiple systems for their business operations.

Excellent customer support: Users highly value ServiceMax's customer support team. They have expressed satisfaction with the quick response times, timely issue resolution, and patience displayed by the support staff. Reviewers also appreciate having access to developers due to the software being built on the Salesforce platform, which ensures prompt assistance when needed.

Reviews

4 Reviews

Choose anything else as a service platform, literally anything.

Rating: 1 out of 10

Incentivized

October 31, 2022

Use Cases and Deployment Scope

ServiceMax was intended to manage our ticketing, service delivery, and invoicing. The goals of the program were to ensure adherence to our customer contract pricing, improve field response time, and streamline billing processes. The platform is used in conjunction with other internal systems and was intended to become the core component to manage all service delivery.

Pros

Grinding workflows to a halt
Drastically expanding the time it takes to perform essential job functions
Breaking with every Salesforce update

Cons

ServiceMax developers could benefit from having, at a minimum, a surface level understanding of the limitations of object oriented programming
The platform should be a standalone product instead of attempting to run on top of an existing platform with identical record types
ServiceMax should provide free state of the art servers and workstations, like the ones used to fold proteins or render complex AI generated graphics for their customers to run the platform on. This would give them the chance to experience the lightning quick responses of legendary programs such as Netscape or America On-line

Likelihood to Recommend

ServiceMax boasts that it runs natively on the SalesForce platform however, in reality, it functions less as a native component and more so as a confusing doppelganger that redirects your work at every turn from its intended output to something else entirely. Although it blends right into SalesForce on a surface level it is by no means seamless as it takes every frustrating or slow element of its host platform and amplifies them, seeming exponentially at times. This is of course until you'd like the ServiceMax components to differentiate themselves in some manner from elements that are actually native to SalesForce. For example, let's say you'd like to run a report of tickets pending review for invoicing but both SalesForce and ServiceMax's service platforms have the record types "Ticket" and "Invoice", what do you do? Well, you get to take part in what will soon become your new top housekeeping task, hours of trial and error until you stumble upon the magic combination of selections that might get you *most* of your data. In short, ServiceMax is...

<ol><li>Painfully slow - I wrote this review while waiting for it to update a single line in Price Book)

</li><li>Inherently buggy</li><li>Unintuitive</li><li>Hopefully shortlived</li></ol>

David Corbari

in Customer Service at Veolia (10,001+ employees)

Vetted Review

2 years of experience

Requires Upfront Commitment to Configure it Right

Rating: 6 out of 10

Incentivized

November 25, 2019

Use Cases and Deployment Scope

ServiceMax is used by our Field Services organization to track field service requests and the subsequent reports. It is also used by our operations to track locations of install base by serial number and process return materials authorizations. Quality organization uses it to track failure rates. Further, we use it to interface repair orders of the returned hardware to our contract manufacturers.

Pros

As it's built on Salesforce, the reporting tools are fairly robust
The service flow managers can be setup to easily lead technicians to entering data in the right place

Cons

They are still using Flash for the dispatch console, even though Flash will soon be deprecated in many browsers
Configuration remains esoteric, especially that you have to hit save button in several places just to make one change in the service flow manager
Can only tell user usages based on Salesforce logins, cannot tell actual usage of Servicemax itself if you have other SFDC based applications sharing same SFDC org

Likelihood to Recommend

ServiceMax is well suited for service requests that last on the scale of hours. Once service requests span multiple days it becomes more difficult.

Verified User

Engineer in Quality Assurance (5001-10,000 employees)

Vetted Review

4 years of experience

ServiceMax was good, but Salesforce will eat their lunch

Rating: 4 out of 10

Incentivized

February 1, 2018

Use Cases and Deployment Scope

We are using ServiceMax for our entire North America team of 200+ field service technicians. Backoffice support and technical support teams are also using it to support field service operations. This unifies us all into one system where a customer can smoothly talk to tech support, open a service call, be scheduled, and have a technician show up on site. The technician can then close the work order and report back into the system the results of the service call, and the call can then be billed out by our ERP system (we are integrated with Oracle).

Pros

Offline support is there, but with many catches and caveats.
A separate engine for the mobile app that runs and can be designed separately from Salesforce.
Integration with Salesforce is decent.

Cons

The offline sync is very buggy and has many limitations. Recovery of the sync if it fails because of technicalities is in many ways, unrecoverable and unexplainable by the user.
No integration with Salesforce knowledge articles.
Support is limited and usually not knowledgeable about their own products.

Likelihood to Recommend

Small deployments, where you have some specific need for ServiceMax and absolutely need offline capabilities, and are willing to deal with the problems. Otherwise, you may be better off looking at the built-in Work Orders and field service module that Salesforce is now providing. Their app is direct competition for ServiceMax and integrates much better with cases and knowledge articles.

Hans Hong

Technical Support Manager in Customer Service at Videojet Technologies (1001-5000 employees)

Vetted Review

4 years of experience

View profile

ServiceMax evaluation by The Mad Electronic Slave

Rating: 5 out of 10

Incentivized

October 27, 2017

Use Cases and Deployment Scope

Service Max is being used as the O&M extension to SalesForce. It currently is the platform for creating service tickets and handling the data entry for service tickets. ServiceMax also becomes the basis for accounting and billing from the service ticket information. Future plans are for it to handle inventory.

Pros

ServiceMax easily creates service tickets and tracking information.

Cons

Dispatch console seems slow and the data is more of a pull than a push into the database.
It seems to be a Ferrari and takes a lot of labor hours to configure.
Still does not integrate with Apple's products very well.

Likelihood to Recommend

ServiceMax tends to be for larger organizations that would have an IT department dedicated to integration and development. Reports are not easy to configure and depending on what database table the information resides in, you can not add fields that are not on the same database.

Verified User

Manager in Product Management (201-500 employees)

Vetted Review

1 year of experience

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Reviews and Ratings

Choose anything else as a service platform, literally anything.

Rating: 1 out of 10

Incentivized

October 31, 2022

Use Cases and Deployment Scope

Pros

Grinding workflows to a halt
Drastically expanding the time it takes to perform essential job functions
Breaking with every Salesforce update

Cons

ServiceMax developers could benefit from having, at a minimum, a surface level understanding of the limitations of object oriented programming
The platform should be a standalone product instead of attempting to run on top of an existing platform with identical record types
ServiceMax should provide free state of the art servers and workstations, like the ones used to fold proteins or render complex AI generated graphics for their customers to run the platform on. This would give them the chance to experience the lightning quick responses of legendary programs such as Netscape or America On-line

Likelihood to Recommend

<ol><li>Painfully slow - I wrote this review while waiting for it to update a single line in Price Book)

</li><li>Inherently buggy</li><li>Unintuitive</li><li>Hopefully shortlived</li></ol>

David Corbari

in Customer Service at Veolia (10,001+ employees)

Vetted Review

2 years of experience