ServiceMax from GE Digital unveils next-gen field-service management

Sept. 20, 2018
Enabling technician autonomy and complex work execution.

ServiceMax from GE Digital announced the release of Predix ServiceMax Field Service Management (FSM), a next-generation field-service offering that brings new ways of working to professionals in service delivery. The newest ServiceMax offering gives service technicians greater autonomy, empowers dispatchers with more robust decision-making tools, and helps companies better plan and execute complex service projects.

“By delivering innovative field-service solutions, our customers are able to achieve higher service efficiency and a better experience for their customers—while remaining competitive in an increasingly crowded market,” said Scott Berg, CEO, ServiceMax from GE Digital. “Responding to evolving customer needs and executing on our long-standing commitment to service innovation and thought leadership, we are excited to introduce our next-generation field service solution.”

ServiceMax FSM aims to address three pillars in next-generation field-service work, including technician autonomy, dispatcher empowerment and complex work execution.

Granting technicians greater autonomy

Traditionally, technicians receive guidance from a central dispatch in a linear and prescriptive manner. As the face to customers, field-service engineers need the flexibility to make decisions that best serve customer needs. Giving technicians and contractors the ability to make autonomous decisions on a mobile device without depending on the central dispatch supports more confident and effective execution of work, ultimately helping them be more responsive to customer needs.

ServiceMax FSM is the company’s fourth generation mobile application and the culmination of its history and experience in empowering and enabling service technicians.

“It is no longer working to just focus on ‘what’s wrong’ when delivering service in the field. Smart service organizations are working to focus on what RIGHT looks like for the customer, delivering reliable uptime rather than just fast response and resolution times” says Vele Galovski, VP of Field Services Research for the Technology Services Industry Association (TSIA). “To accomplish that, you need to really empower your employees with the right tools that help them get their jobs done. ServiceMax’s new capabilities capitalize on this trend, and it is great to see ServiceMax, now as part of GE, continue to focus on features that matter for our field service members.”