In the previous article, we delved into why we created ServiceMax Engage and the use cases it addresses. In this article, we’ll take a closer look at what Engage can do and best practices for implementation.
Engage Functionality: 2 Key Pillars
As a purpose-built, Salesforce-managed package, the ServiceMax Engage app works right out of the box. Download, install and start using the basic functionality, such as requesting a service visit, within an hour. Once you’ve deployed the basic functionality, you can move on to more advanced features, such as configuring different asset layouts based on the different types of products that you offer or leveraging chat functionality.
Within the app, there are two main pillars of use that we’ve zeroed in on, allowing end customers to find their assets and enabling them to take action on them.
Finding An Asset
We’ve built Engage so that a customer can find an asset or solution through whatever mechanism suits them best. This includes searching by keywords or serial numbers, scanning the bar code on an asset, using geolocation to find nearby assets, searching a location to see all the assets in either list view or map view, or pulling up a list of locations associated with an account.
One customer may have assets organized by location, such as hospital wings and operation rooms, and want to see a list of all their locations in the account so they can navigate around to the right place. While another may be at a large site like an airport that has lots of assets spread across 1,000 square miles and want to see what is located in their immediate vicinity.
Once customers have found their asset, then comes the next pillar of being able to do something with the asset.
Taking Action on the Asset
As I touched on in the last article, Engage is one spike of your omnichannel strategy. It is another way for your customers to reach out and interact with you in a way that makes sense to them. But in addition, you can provide dedicated calls to action and experiences within Engage that aren’t available through email, call center, or even your customer portal.
Once your customer has found their asset, there is an assortment of actions they can take:
- See service history
- View service reports
- View training videos and manuals to learn more about the product
- Chat live with a remote expert through the Zinc integration
- Raise a service request for one or multiple pieces of equipment, track the status of the request, and be notified of when a technician is on their way, with the ability to see their location in real time
- Book an appointment in real-time, a feature that is driven through our Optimization engine
- Create a request for a sales call back or warranty claims assistance
- Sign a work order when the technician is finished
- Access Reports based on the installed base such as Warranty Expiring, Contract Coverage, and Work Carried out by Product Line
- Report new assets for service (such as assets they’ve received through an acquisition but have yet to update in their CRM)
We’ve also made Engage extremely easy for admins to use as well. Engage is an agnostic application so whatever ServiceMax product you use, be that Service Board or Asset 360 and Salesforce Field Service, you are able to connect to it and be up and running right away.
Implementation Best Practices
Over the past year, we’ve helped a number of customers implement Engage and have gathered best practices that allow for a seamless go-live.
Launching an Engage pilot is a great way to talk to your customers about how they want to “Engage” with you. Explain that you are evaluating options and ask them if they’d like to be involved in trying out Engage with you. You’ll be surprised by the side conversations you get out of this.
It’s likely you will have a spread of channels as some customers will always want to call, some prefer email, some favor the web browser. But mobile experiences and specifically mobile apps are gaining traction as a preferred medium, especially among younger generations. According to Smart Insights, 85% of consumers today prefer a mobile application over a mobile website.
Engage allows you to tackle mobile quickly and use it alongside your existing channels.
Once you’ve brought your key customers on board, there is a simple five-step process our customers follow:
- Set up Engage in a sandbox environment
- Set up a simple, point-click experience cloud site
- Use the usual method of assigning users in Salesforce to assign the users who will be testing out Engage
- Download the ServiceMax Engage from the App Store or Google Play.
- After installing the package, scan the QR code that is presented to you and send that to your users. This gives them the endpoint to connect in where they can log in with their username and password.