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Field Service Network

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Nicole Guzzo


Posted by Nicole Guzzo Employee Jan 18, 2018

Did you know every quarter there's a Get to Know Your Customer Day? It's the third Thursday of every January, April, July, and October.


Because I'm a part of the Customer Marketing Team at ServiceMax, I feel like everyday is gettoknowyourcustomersday and I love it. Between monitoring this community, to creating customer story assets and pages, I feel like I am constantly learning about you and your field service story.


So on the first gettoknowyourcustomersday of 2018, I want to share a few of our recent customer stories, so you too can get to know our fantastic customers.



"We chose ServiceMax to meet the needs of our customers, but also to exceed their expectations." - Victoria Butt


Screen Shot 2018-01-18 at 7.23.55 PM.png

Enphase Energy

"Over a number of years, the Enphase business model has changed. It has required a software that is adaptable, scalable, and flexible. ServiceMax is all three." - Vineet Kapoor


Screen Shot 2018-01-18 at 7.29.05 PM.png

GE Power Services

"Without ServiceMax, getting people to the right place at the right time is nearly impossible." - Trey Keisler


Screen Shot 2018-01-18 at 7.30.14 PM.png


How do you get to know your customers? Has ServiceMax affect your customers' experience? Let's hear your service stories!


Parts and service leaders are finding themselves at a crossroads as IoT begins to appear on their radars. Merging complete inventory transparency and effective parts management is a challenge for many companies with robust field service operations.


Join Anna Startseva, Sr Product Marketing Manager at ServiceMax and Mike Landry, President at Barkawi and discover how leading companies are using IoT in parts management and discover new tools to achieve your margins and customer retention goals. During this webinar we'll discuss:


  • The changing landscape of parts management in field service
  • How leading companies digitize parts management for improved operations today
  • How IoT insights will drive parts management optimization tomorrow


Lastly, Mike will introduce PartsMax, a Parts Delivery Optimization tool that creates tangible returns for service providers by increasing First Time Fix rate, creating higher inventory turns and optimizing technician utilization.


Increase ROI by Integrating Parts and Service

Tuesday, January 23, 2018

9AM PT | 12PM ET

Register Now >




anna-startseva-100-circle.pngAnna Startseva

Sr Product Marketing Manager

ServiceMax from GE Digital



mike-landry-100-circle.pngMike Landry


Barkawi Management Consultants, North America

At the beginning of a new year, many people feel like they're able to start fresh again. "New year, new me," right?


Well not here! We like who the ServiceMax Community was at the end of 2017, so we're not quite starting fresh. Nevertheless, we do want to constantly improve who we are and what kind of experience we provide, so we decided to embark on a new program of Monthly Community Goals.


Within the first few days of a month, I'll share a blog with you explaining the focus of those 30 days. It will be a helpful way for our team to stay on top of projects we want to deliver to the community, and also an easy way for you to share your thoughts on specific initiatives.


January 2018: Social Media Synergy

Staying Up To Date, Sharing More, & Strengthening Relationships


  • Staying Up To Date: We share a lot of news and updates on the community. For example, we posted about Maximize U.S. in 2018 right when we got the news: Maximize 2018. Still, some of our social media platforms share more consistently throughout the day. We don't want you to feel like you have to travel to multiple sites to hear real-time news and information from ServiceMax, so we want to bring aspects of our social platforms here.


  • Sharing More: Sharing is a vital life skill. We're taught from a young age that it is important to bring valuable and entertaining content to others, as it's a part of growing relationships. If you found a useful conversation or blog on this community, we want you to be able to share it wherever, whenever you want. We believe there should be more eyes on our content.


  • Strengthening Relationships: We've only seen who you are on the ServiceMax Community platform. Do you live tweet at field service conferences? Do you blog on LinkedIn? Do you post fun photos, videos, or GIFs? Are you sharing content on other social media sites that some other users may benefit from? We want to make it easy to instantly connect with other ServiceMax users anywhere and anytime.
    • We added two profile fields: Linkedin URL & Twitter Username. If you fill out these fields (or one if you only have one) you will be rewarded with a badge and points.
    • To receive the badge, go to your profile, click Rewards, scroll down to Available Quests, select the light blue social one, and mark complete (it will be below Your Progress). I will then verify that you accurately completed the quest.


Screen Shot 2018-01-04 at 1.37.00 PM.png


While this post does not lay out a specific to-do list for us, we already have a vision on how we can make these goals happen. Follow this blog to read updates throughout the month!





Are you on social networking sites? Do you engage with businesses via social media? Do you use certain platforms for certain types of information? (Example: I use Twitter to share my thoughts on current events in the world and in pop culture.)

Happy 2018! At the ServiceMax Community team, we are pleased to welcome the new year with a new look, new projects on the horizon, and renewed enthusiasm to host our fantastic, engaged community members.  If you've logged in since December 4th, you won't have missed our new look: we're donning GE blues and are pleased with the new set up here in the community.



In 2018 we want to make more adjustments, add more spaces, enable more members to join, and do what we can to make this community an open, useful, and enjoyable platform for your continued collaboration and support.  Openness, Transparency, Ease of Use, and Valuable Content are some of our 2018 community tenets.


As we begin January, I got to thinking about resolutions. If you are anything like me, you may find the slew of resolution-related 'news' and blogs exhausting and not terribly interesting - a bit like when holiday decorations emerge the day after Halloween here in the US. It can feel a bit gimmicky.


At the same time, this time of year provides a great reminder to reflect on the previous year's projects.  I recently underwent a week-long planning session that included reporting data, a refresher on the last year's goals, highlights, gaps, errors, and lessons learned. This collaborative session let our team reflect and then spend a solid chunk of time looking at the next 12 months and beyond. It was hugely beneficial and probably the least gimmicky way to think about future planning. It's hard to carve out time to step back and plan strategically. How often do you get the chance?


With the spirit of an empowering future planning as well as our new guiding principles, I took another look at New Year's Resolutions.


This article points out that people historically don't do well with New Year's resolutions: Tips for a successful New Year’s resolution | The Huffington Post says about 100 million Americans make resolutions every year, but only 45 percent follow through with them. That's a pretty big drop off rate and they offer a few tips to keep up with your resolution. One tip suggests that instead of setting a New Year’s resolution for an entire year, you should break it up into smaller segments, like monthly goals.


Neil Pasricha has even more dire statistics on resolution achievements in his article in the Toronto Star. He cited the University of Scranton, who showed that only 8 per cent of people actually maintain their New Year’s resolutions and US News reports that 80 per cent of all resolutions end up being dropped by February. Pasricha's article is all about setting up personal dashboards instead of traditional resolutions. His dashboard setup is compelling in it's simplicity, it reminder me of some of the illustrations from The One Thing by Gary Keller. Pasricha's color coded achievement matrix is also based on monthly goals and measures, and this reflects our direction for the ServiceMax Community as well.


We are embarking on a new program of Monthly Community Goals for 2018. We think this will be a great way to stay on track with the top things we want to deliver on this platform, taking time to try something new and innovative, incorporate feedback from our top members, and have a bit more fun, not to mention rewarding collaborative members who help others and share knowledge with more badges and points. Stay tuned for details on the first goal, later this week. And give us some input on what you want to see!


  • What kind of things would you like to see more of in 2018?
  • Who do you want to meet or connect with more?
  • How should we foster more helpful collaboration?
  • If you could get one thing out of your collaboration with other ServiceMax customers this year, what would it be?

Field Service Management has been a market of change. What your organization did 5 years ago, or even last year, is being disrupted. Technologies as varied as mobile, wearables, big data, artificial intelligence, augmented reality, IoT, Cloud, 3D printing, digital twins, drones and robotics all have their applications in today’s field service delivery process. This, coupled with business model changes such as outcome based models and reliance upon 3rd party technicians, make for a complex landscape. But which disruptions will rise to the top this year?


Join Sumair Dutta, Chief Customer Officer at thought-leader The Service Council, and ServiceMax from GE Digital’s Susan Tonkin as they each share the top 3 trends they see from each perspective – the market view and the “market leader” view.


The Service Council and ServiceMax Predict the Top 3 Field Service Trends for 2018

Thursday, January 11, 2018

9AM PT | 12PM ET

Register Now >




Susan-Tonkin-Head-100.jpgSusan Tonkin

Sr. Product Marketing Manager

ServiceMax from GE Digital



sumair-datta-100.jpgSumair Datta

Chief Customer Officer

The Service Council

As 2017 comes to an end, many of you have begun budgeting for next year. What are your plans? What are you asking for? What's on your wishlist? We hope Maximize 2018 is.


We're excited to announce that Maximize, our global field service summit, will take place in TWO U.S. locations this upcoming year: Boston and Las Vegas. Whether you prefer the bright lights of Vegas or the delicious lobster rolls of Boston, each location will provide you with the same valuable Maximize experience where you will connect with field service thought leaders, ServiceMax customers, partners, and product experts. We can't wait for Spring 2018!


We're ringing in the new year right and opening registration in January. If you're interested in attending, we encourage you to sign up for the Maximize email list today. Take a look at this year's video to see some of the event's highlights!


Screen Shot 2017-12-21 at 11.40.38 AM.png

Maximize 2017 Recap


And don't worry, Maximize is still a global conference, and will make a stop in other locations across the world! Stay tuned for more information.


Enjoy your holidays everyone!




Are you located near Boston or Vegas? What would you like to see or do in those cities? If you could pick one city for Maximize to be in, where would it be?

Broken products, missing parts and messy returns can be a major drain on your profitability and strain your customer relationships, but they also represent a unique opportunity. A timely, hassle-free replacement or repair can strengthen customer loyalty, and quick turnarounds of refurbished products can positively impact your bottom line.


Customers who leverage real-time data from IoT connected devices can also collect repair history, identify correct parts for a repair and make predictions of parts needed in the future, allowing them to plan ahead and optimize stocking levels.


Discover how leading companies are using IoT in parts management and discover new tools to achieve your margins and customer retention goals. During this webinar we’ll discuss:


  • The changing landscape of parts management in field service
  • How leading companies digitize parts management for improved operations today
  • How IoT insights will drive parts management optimization for tomorrow


Improve Margins and Customer Retention with IoT in Parts Management

Wednesday, December 13, 2017

10AM PT | 1PM ET

Register Now >




joe-kenny-100.jpgJoe Kenny

VP, Global Customer Transformation

ServiceMax from GE Digital



swetha-tupelly-100.jpgSwetha Tupelly

Product Manager

ServiceMax from GE Digital

Field service is finally getting its due tech makeover with disruptive technologies from the Industrial Internet. Machine learning, Artificial Intelligence, and drones are changing field service today.


Improved management, delivery and monitoring is driving greater productivity, happier customers and increased revenue. While these advances are enabling outcome-based business models, there are still challenges that require thoughtful planning to solve – particularly in regards to skills.


Whether it’s data analytics, augmented reality or remote mentoring in the field, service technicians will need different skills than yesterday’s simple break/fix mentality. Analysts predict that service techs will need to focus more on customer outcomes because increased maintenance efficiency will lead to fewer face to face customer interactions.


Join Mark Homer, VP of Global Customer Transformation, and Coen Jeukens, Director of Global Customer Transformation as they lead a panel discussing how to transform today’s technicians into the new service engineers of the future.


2017 CIO Virtual Event: The Field Service Engineer of the Future
Wednesday, December 6, 2017

10am PT | 1pm ET

Register Now >


mark-homer-100.jpgMark Homer

VP, Global Customer Transformation

ServiceMax from GE Digital



coen-jeukens-100.jpgCoen Jeukens

Director, Global Customer Transformation

ServiceMax from GE Digital

Very often market conditions force you to adapt your business processes, and not being able to digitize the new processes quickly and in a sustainable manner can be costly to your business. Or, your business may expand operations to newer plants or geographies, and these new locations have localized business workflow needs, the consistent execution of which can make or break the success of the operations.


In any of the above situations you will need a quick and sustainable methodology to efficiently roll out unique business workflows to desktop and mobile interfaces of your field service solution. If you can’t do this, you’re no longer competitive. This is where ServiceMax Service Flow Manager (SFM) can provide remarkable results. SFM offers an industry leading solution that is intuitive, flexible and scalable.


Join us Thursday, Nov 16, 2017, 9AM PT | 12PM ET to learn more how ServiceMax SFM provides a powerful, future proof way to either deliver new or tailor existing business workflows, when you want them, on the device that you choose, whether or not you have a data connection.


Register through this link ServiceMax Webinar.


See you there!

Join us for an upcoming product demo webinar to see ServiceMax in action! On average, our customers achieve an average increase in service revenue by 13% and increased productivity by 18%.


Webinar Agenda:

  • ServiceMax Overview
  • ServiceMax Demo & Field-Ready Mobile
  • Q&A


Tuesday, November 14, 2017

10AM PT | 1PM ET | 6PM GMT

Register and reserve your seat >


Presented by:


Susan-Tonkin-Head-100.jpgSusan Tonkin

Sr Product Marketing Manager

ServiceMax from GE Digital

Susan Tonkin


steve-mintz-100.jpgSteve Mintz

Principal Solution Architect

ServiceMax from GE Digital

The ability to leverage data from every part of a business has revolutionized the way services are delivered, allowing companies across industries to accomplish more with smarter, more streamlined workflows on leading mobile devices.


ProntoForms’ VP of Partner Sales, Mike Kavanagh, joins ServiceMax on Thursday, November 2nd at 10:00AM PT, to discuss the power of complementing a field service management system with ProntoForms’ advanced checklist solutions to add effective field user workflows and rich data collection across multiple business processes.


Participants will learn:

  • Why investing in multiple solutions will produce greater ROI
  • What role mobile data collection has in supporting improved effectiveness, including cost reduction and time delay removal
  • How rich data supports efficient operations management


Thursday, November 2, 2017

10AM PT / 1PM ET

Register and reserve your seat now >


Presented by:


Susan-Tonkin-Head-100.jpgSusan Tonkin

Sr Product Marketing Manager

ServiceMax from GE Digital



mike-kavanagh-100.jpgMike Kavanagh

VP of Partner Sales


Welcome to the second blog in this series, focusing on speeding up your navigation when using Salesforce.


These customizations aren't global changes for all users—they’re specific to your personal view in Salesforce Classic.
If you have any additional tips and tricks on this topic, please share your feedback in the comments!



Search for Records


To search, type a term into the search box at the top of any screen. The search feature suggests matches as you type. It prompts you to switch to a "starts with" search after you’ve entered two or more characters. To see a full list of search results, press enter, click Search, or click the option for "starts with" search.


Image 1.jpg


Search is smart. It remembers which objects you've use and how often you use them. By default, what you search for most recently appears first.

You can refine/improve your search from the Search results page in the following ways.


  1. To expand the search, add an asterisk (*) or question mark (?) to your search keywords.
  2. To make your search more specific, use standard search operators like AND, OR, or AND NOT.
  3. To limit the search to an exact phrase, click Options and select Exact phrase, or enclose your search keywords in quotes.
  4. To sort your search results in ascending or descending order, click column headings.
  5. To prioritize your results you can pin certain objects so they always show at the top. Contacts and Accounts are pinned in the screenshot below. Find out how in the Salesforce Classic video below at 0:55.


image 2.png



Customize What You See


Tabs for Navigation

The Salesforce Classic user interface is composed of tabs that serve as starting points for viewing, adding, and editing information for an object.


image 3.png


One of the easiest, and most effective, customisations in Salesforce is changing the tabs that appear when you log in.

  1. Click the drop-down arrow next to your name.
  2. Click Setup.
  3. Navigate to Personal Setup, then My Personal Information, then Change My Display.
  4. Click Customize My Tabs.

You can add and remove tabs (1), plus change the order of the tabs you see (2).


image 4.png


Related Lists contain records on other objects related to the main record and are found in two places on a Salesforce Page Layout.

At the top:

image 5.png

Or the bottom:

image 6.png


You can customize which Related Lists you see and in what order.

  1. In the upper right corner, click on your name.
  2. Click Setup, then Personal Setup, My Personal Information, Change My Display
  3. Select the object you want to customise from the drop-down menu, and click Customize Page.
  4. You can then add and remove related lists (1), plus change the order of the related lists you see (2).


image 7.png



Sections on a Page

You have the ability to hide sections of the page layout. Once hidden they stay hidden on all records of that object until you expand them again.

Next to the section header click the triangle and it will collapse or expand that section. Making this change will speed up scrolling through a record, as well as help you focus on the information relevant to you.



Expanded Section V2.PNG


Collapsed Section V2.PNG



Keyboard Shortcuts


Hold Ctrl and then press F. This opens a search window top right of the page (depending on the browser you are using) and allows you to search for any text string on the whole page you are on, not just the bit you can see.


Salesforce fields that are underlined and hold values are lookup fields. An example is Case Number on a Work Order.


Salesforce fields that are underlined and hold values are lookup fields. An example is Case Number on a Work Order. When you click on this value, it takes you to a related record. If you hold the Ctrl key when you do this the related record opens in a new tab on your browser. If you hold the Shift Key instead it will be a new window.


Do you have a tip to share? Please share! Add a comment below...

Industrial IoT and mobile solutions are radically transforming field service—helping companies minimize equipment downtime, increase technician productivity, and stay compliant.


By replacing pen and paper processes with digital field service management, our customers improve technician productivity by 18%, on average. They also raise worker satisfaction by empowering them with slick, modern tools that help get the job done on the first visit.


Join this 45-minute webinar to learn how ServiceMax helps mining companies raise productivity, uptime, and safety with an end-to-end field service management solution. The speakers will discuss how GE Digital’s ServiceMax compliments GE Digital’s Mine Asset Performance Management, and they will cover:


  • Scheduling and dispatch of the right technician/crew
  • Mobile application for asset information, knowledgebase, and collaboration
  • Digital audit trail for regulatory compliance
  • Solution demo


Thursday, October 19, 2017: 9AM PT / 12PM ET

Register and reserve your seat now >


Presented By:


Kevin-Shikoluk-90.jpgKevin Shikoluk
Global Strategic Marketing Leader

GE Digital


anna-startseva-90.jpgAnna Startseva

Product Marketing Manager

ServiceMax from GE Digital


carlton-dsouza.pngCarlton D'Souza

Solutions Architect

ServiceMax from GE Digital

Many Maximize Las Vegas attendees were captivated by Gene Kranz and Jim Lovell's American space age story, thus I'm so excited to share that astronaut Dr. Michael Foale is onboard to speak at Maximize Berlin! Here's a snippet of Sarah Lloyd Parry's blog featured on Field Service Digital:


On June 25, 1997, British-born NASA astronaut Dr. Michael Foale was aboard the MIR space station when it collided with a seven-ton cargo ship the size of a bus. Unaware to Dr. Foale, while his Russian colleagues were practising a docking procedure, Russian Mission Control ordered the automatic docking system to be switched off, based on concerns its radar might interfere with the ship’s visual monitor. The result was catastrophic, creating in the worst collision in the history of manned space flight.


Leaking oxygen, the MIR began spinning out of control at the rate of about one degree a second with a puncture in one of the modules, causing life threatening decompression. Dr. Foale and his colleagues worked feverishly to repair the damage over a critical six-hour period — with no power.


Dr. Foale is no stranger to the challenges of repairing equipment in space. With 22 hours of space walking time logged, he says his biggest challenge is the size of the responsibility.


Screen Shot 2017-10-05 at 11.05.45 AM.png


We are fortunate enough to have Dr. Foale as our keynote speaker at this year’s Maximize Europe 2017 customer conference in Berlin. Dr. Foale will be discussing what it’s like to deal with the unique scenario of equipment failure in space, the critical balance of when to trust human instinct over emergency machine operating procedures, and the leadership qualities, training and team dynamics required to overcome such problems on a space ship he likens to an oily smelling cluttered garage, akin to working in someone’s esophagus.



To read the Sarah's full blog post about Dr. Foale's phenomenal experience, visit Field Service Digital. To hear him in person, secure your spot for Maximize Berlin today! We hope to see you there.

ServiceMax has experienced a ton of "new" this year. From our GE acquisition, to  Maximize 2017 in Las Vegas, to various product release updates, to over 600 new ServiceMax community members, we truly thrive in change.


One thing that has remained consistent through all this adoption is our excellent customer base. We invest largely in our NPS program. Some of you may have heard this at the Maximize Las Vegas User Group, and many of you will hear it at Maximize Berlin's session, but we take pride in listening to our customers and refining our products, services, and support to embody your feedback. See NPS Spring 2017 Update: Feedback and Follow Up.


You remain the center of our strategy and our measure of success, and customers are the main reason why we have been named a leader again in the Gartner 2017 Magic Quadrant for Field Service Management. Here at ServiceMax from GE Digital, we believe this position is a reflection of our market leadership, visionary product capabilities, and – above all – our customer success. So here we are again, for the third consecutive time, all for you, because of you. I encourage you to read the report for more details. We are so pleased to be recognized and positioned as a leader of field service software providers by this highly respected analyst firm
2017 Gartner MQ Slide for FSM.jpg
This is a part of our success story; you are a part of our success story, so thank you for partnering with us. I can only hope we're as valuable to your story as you are to ours.



What stories, anecdotes, and examples do you have of customers showing they are over the moon with your service?
Have you followed Gartner in the past? What analysts do you keep up with?
Have you read the report? What do you think about the analysis?


*Gartner, “Magic Quadrant for Field Service Management”, Jim Robinson, Michael Maoz, Jason Wong, September 27, 2017

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.