Easy to use Service Management Software
What do you like best?
What I like best is the fact it is very intuitive and user-friendly software. The fact that the system is built on the Salesforce platform makes it extremely user friendly. It also allows for plug and play integration with different systems. We are looking to also integrate this system with our call center contact management system.
What do you dislike?
The variety of user profiles can be a bit confusing, but at the same time, that variety allows you to really customize to your business needs. There are only certain combinations of profiles and unfortunately our business is not as cookie cutter as the available profiles so that caused us to change or alter some of our users abilities and responsibilites.
Recommendations to others considering the product:
Prepare as many of your processes before you begin the design and implementation process. Include entry-level users into your discussions as early as possible because your end users are your best design resource. Also make sure your field service team members are representated in your design teams and process owners because they will provide the real world insights needed to truly get the most our of this system.
What problems are you solving with the product? What benefits have you realized?
Service Max is allowing our business to standardize service processes globally as well as creating efficiencies through integration and automation with legacy systems. The system is also allowing us to put more control of service functions at the fingertips of our service technicians which has immediately created efficiencies and reduced the amount of manual labor needed to transact certain functions.
