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Perspective: ServiceMax's Maximize 2016

Perspective: ServiceMax's Maximize 2016

This IDC Manufacturing Insights Perspective highlights announcements and conversations shared at ServiceMax's user conference, Maximize 2016, held in June in San Francisco. The event provided an opportunity for ServiceMax customers and partners to gather and discuss the current and future state of field service for manufacturers and their service partners. Based on our observations at the event, IDC Manufacturing Insights shares the following opinions:Field service organizations are keen to align their operations with key business and customer-centric metrics. In addition to KPIs like inventory reduction and on-time service delivery, manufacturers are adding net promoter score (NPS) and response times.3rd Platform technologies like mobile, cloud, social, and big data and analytics are transforming the ability for field service organizations to optimize their service delivery. Analytics is particularly useful in gaining insight into operations and customer satisfaction, while cloud and mobile add flexibility and increased productivity.Innovation accelerators like augmented reality, IoT, and robotics are all poised to have a dramatic impact on field service, and the conference included customer examples of early successes as well as some futuristic demonstrations that showcased what is to come.In addition to product updates and new features, ServiceMax shared its own approach to building customer centricity to illustrate the priority that companies need to take in improving the customer experience.

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In This Perspective
A Field Service Renaissance
Service Metrics That Reflect Customer Centricity
Connected Service with Innovation Accelerators
Final Thoughts
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