On July 13, ServiceMax launched the latest updates to ServiceMax Core with release Core 23R2. This is the second of three major releases on ServiceMax Core this year.

The ServiceMax Core 23R2 release brings features across all critical components of the product – Connected Worker Applications, Work Execution Engines, Digital Automation Tools, Insight & Growth Accelerators. Overall, the release serves up critical asset-focused dashboards for service leaders and managers while bringing increased flexibility to other stakeholders in service to maximize the resource utilization of the organization.

Highlights in the release include:

  • Growth Accelerators: Service Analytics – New dashboards covering Asset Operational Insights, Asset Commercial Insights, & Asset Performance Indicators, to allow service leaders to drill into strategic insights.
  • Work Execution Engines
    • Installed Base Time Tracking – Increasing insight into time spent at various stages of the business process.
    • Service Flow Manager – Lookup enhancements and multi-level field mapping to allow service workers to view and update critical information.
  • Connected Worker Applications
    • Go 7.0 Feedback capture directly from technicians.
    • DataGuide 5.0 – Enhanced form actions to expedite the generation of documents for customer review.
    • Scheduling Optimization – Multi-day work order optimization for improved dispatcher performance.

With this release, ServiceMax continues to support customer-driven innovation while flexing its experience in asset-centric field service management, all natively on the cloud, to support the needs of today’s service organizations. As a result, organizations on ServiceMax Core can continue to:

  • Drive efficiency and operating margins
  • Maximize revenue
  • Increase customer experience & maximize asset lifetime value

Asset Data Comes Alive

In Core 23R2, ServiceMax extends its Service Analytics dashboards to extend rich asset insights to leaders and service managers to drive better operational, financial, and strategic decisions. With Asset Commercial Insights leaders can dig deeper into the revenue coverage of their assets while uncovering the true profitability of their service operations.

With Asset Operational Insights, leaders can dig into the effectiveness and efficiency of their service business with live access to metrics such as Mean Time To Repair, Asset Uptime, and PM Agreement Compliance.

Finally, with Asset Performance Indicators, leaders get a comprehensive view of the critical metrics that highlight the health of the assets that they cover with the ability to drill down into a specific metric portfolio-wide or into the performance of a single asset in comparison to the rest of the fleet. As a result of these enhancements, customers can expect:

  • Quicker business decisions from informed service leaders
  • Reduced man hours and effort to search for and build relevant reports
  • Improved operational & commercial performance for the service organization

Service Flow Manager

ServiceMax customers heavily rely on the Service Flow Manager as a powerful workflow engine to support their service processes and extend best practices without a heavy reliance on IT. In Core 23R2, ServiceMax has deployed several customer-driven enhancements to the design and delivery components of the SFM to allow for faster data lookup and capture.

Within SFM design, support for Multi-level mapping and polymorphic fields allows organizations to bring in service data from multiple fields in the work order creation and execution process. In delivery, organizations can extend the amount of data that users see in their results lists while easily enabling the creation of a new record, if applicable. As a result, customers can expect:

  • An improved user experience for critical service workers
  • Reduced administrative and IT time to extend key service processes.

Optimization Flexes its Multi-Day Capabilities while Go Gets Technician Feedback

Core 23R1 saw a slew of releases to connected worker applications such as Service Board, DataGuide, Go, and more. Core 23R2 is packed with features for all those applications and more. Scheduling optimization gets serious about optimizing technician schedules over multi-day jobs, especially those that are often required in installation or preventive maintenance. Once the job is completed, technicians can
now directly rate their ServiceMax Go experience directly in the app. This helps get timely insight and
feedback from the direct users of the solution.

  • Improved utilization of their dispatchers for multi-day events
  • Improved technician utilization
  • An improved technician experience

Other Updates in Core 23R2

There’s still more. ServiceMax Core 23R2 comes with the following updates.

  • Installed Base: IB Time Tracking
  • Field Change Orders: FCO Search Improvements to Support Lists of Nonconsecutive serial numbers
  • Service Board 23.1: Initiate Job Dependencies within Service Board Scheduling + Addition of the Traffic Layer to Maps
  • Go 7.0: Improved Results in Explore and Lookup Search with Inclusion of Search Operators
  • DataGuide 5.0: Form Actions to Support Faster Publication and Delivery of PDFs for Customer Review

Learn More About the Core 23R2 Release:

For those interested in learning more about the release, you can find:

If interested in learning more, watch a replay of our Product Innovation Roadmap webinar to learn more about recent enhancements to key components of the ServiceMax Core product.

ABOUT Sumair Dutta

sumair duttaSumair Dutta is the VP of product marketing at ServiceMax. In this role, he helps shape ServiceMax messaging and positioning to support customers and prospects. Previously, Sumair worked closely with leaders of service businesses to define and shape their service vision while working hand in hand with implementation teams to execute on established service plans. Sumair is a thought leader in the field service and service management spaces and has conducted numerous research projects in the areas of field service, customer support and business strategy. He brings more than 15 years of experience in studying, analyzing and guiding field service organizations, first at the Aberdeen Group and most recently as the chief customer officer at The Service Council.