ServiceMax Connected Field Service: Field Service Industry's first-ever Complete IoT Solution

By CIOReview | Wednesday, February 10, 2016

FREMONT, CA: ServiceMax, a leading field service management solution for new-age businesses, recently announced the launch of Connected Field Service, pioneering the field service industry’s first-ever complete Internet of Things (IoT) solution. Connected Field Service (CFS) is the first product of its kind that effortlessly integrates IoT machine data in-tandem with a field service delivery system. This provides service professionals and technicians with real-time hands-on information about field assets, and is delivered via the cloud to mobile devices. As manufacturers and service providers emphasize the need for being zealous in field service, the solution aims to be the essential framework for delivering more intelligent and responsive service. It is expected to widely improve the quality of service they’re able to provide.

Connected Field Service leverages the PTC ThingWorx IoT platform that enables ‘smart’ machines to initiate service requests, introduces new tools for remote service, and displays real-time machine data to service professionals. When pooled with supplementary PTC Service Lifecycle Management solutions, it provides technicians with associated diagnostics and contextual repair procedures. ServiceMax also announced the ProductIQ, a brand-new feature in the ServiceMax Mobile suite for iPad and Laptops. ProductIQ renders users a simple mobile window into smart device details and also records in-field activities.

“We wanted to leverage the power of IoT to strengthen our platform for delivering flawless field service to our customers,” said Dave Yarnold, CEO of ServiceMax, “Connected Field Service lets you know immediately when something has failed or is about to fail, and automatically dispatches the necessary technician with the right knowledge and the right parts to repair the machine and eliminate unplanned downtime.”

“Together, PTC and ServiceMax are enabling manufacturers and service organizations to create new value for their customers through enhanced service offerings and the sale of outcomes,” said Jim Heppelmann, President and CEO of PTC.

CFS recognizes that manufacturers are more interested in results over products and that they prefer a proactive and predictive model. It offers predictive insights into the products they are servicing that highlight ServiceMax’s continuing commitment to deliver the most advanced capabilities to its customers.