Hacienda's ServiceMax Rides Service and Support Software to Success

By Jay Hipps, Hacienda Network Staff Writer

Record Growth, New Customers, and Workplace Excellence All Part of the Picture

2015 has been a fruitful year for ServiceMax, the Hacienda-based field service software company. In March, they reported an 85 percent increase in revenue over the previous fiscal year - with 200 percent year over year growth in Europe - as well as a total of 140 new customers. Since then, ServiceMax software has been chosen by several high-profile companies, including Sony Professional Solutions Europe (Sony PSE), and the company has once again been recognized as one of the best places to work in the Bay Area.

"It's been another incredible year of growth for us, but we're really just getting started. Our success is a reflection of how much opportunity there is in this market," says ServiceMax CEO Dave Yarnold. "As we enter into the era of the Internet of Things, it becomes increasingly important for companies to have an effective system of record to track their installed products at various customer locations. As more companies move to a services-led business model, it becomes even more strategic to have a field service system to track its people, products and service processes. ServiceMax has uniquely led the way and enabled our customers to realize immense increases in revenues and profits through enhanced service operations."

Their software, which is built on the Salesforce CRM platform, allows ServiceMax customers to manage service contracts, scheduling, and parts, all delivered to any mobile device. "With the advent of smart phones and tablets, service technicians now have powerful enough devices that they can have all kinds of information right there at their fingertips," says Anthony Sprauve, VP of Corporate Communications. "This helps them to do their jobs better - they can fix things the first time, they have access to customer records and customer histories, they have the ability to tap into co-workers or a knowledge base if they run into a problem they can't solve on their own. For example, they can use something like FaceTime on an iPad to talk to another technician, take a look at a problem together, and get help on solving a problem."

Last month, Sony PSE chose ServiceMax as its field management platform for 24 countries across Europe, with a goal of bringing business benefits of more than EUR1 million to Sony and its customers through early detection of potential hot spots in product service requirements, increasing speed of problem resolution, and streamlining its end-to-end service processes. These are valuable qualities in an organization that handles over 50,000 service jobs per year, and the seamless integration of ServiceMax with Salesforce enables technicians to have a 360 degree end-to-end view of customer relationships, including insight into products, contract management, past history, as well as the ability to streamline customer interaction and standardize processes.

In recent months, ServiceMax has also been implemented by other notable companies. One is Ion Beam Applications S.A. (IBA), a worldwide manufacturer of proton therapy and radiopharmacy solutions for the treatment and diagnosis of cancer. "We're providing our cloud-based software for IBA's technicians to be able to use when they're maintaining the medical devices that they manufacture," says Sprauve. "It will help them reduce maintenance time, reduce downtime, and also to develop preventive maintenance plans so that these key medical devices don't go down." Another new customer is Marel, a provider of advanced equipment, systems and services to the poultry, fish, meat, and further processing industries with about 4,000 employees in 30 countries as well as a network of over 100 agents and distributors.

In June, ServiceMax was recognized by the Bay Area News Group for the third consecutive year as one of the best workplaces in region. "Building an exciting, sustainable corporate culture is important to us," says Sprauve.

For more information, access the company's website at www.servicemax.com.

Photo: Pictured ServiceMax's, Vice-President Corporate Communications, Anthony Sprauve

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