ServiceMax Connect Boston: Empowering Service Excellence

ServiceMax recently hosted its annual user conference, ServiceMax Connect, in Boston. The event brought together leading service professionals from across the globe to share best practices, explore industry trends, and learn about the latest innovations in field service technology.

PTC leadership sets the stage for collaborative success

The conference kicked off with a warm welcome from Nick Butrym, Vice President of Sales Americas, who highlighted the power of the digital thread offered by PTC. Mark Wilding, VP of Global Customer Transformation, delved deeper into this concept, showcasing how it seamlessly integrates service and product lifecycle management (PLM) to deliver exceptional enterprise value.

Ron Salvador, General Manager of Service Lifecycle Management (SLM), then provided a customer-centric perspective. He emphasized his commitment to understanding customer pain points and leveraging ServiceMax's capabilities to address them. Notably, he highlighted recent analyst recognition, including being ranked as a leader in five of IDC's Service MarketScape reports – an industry first.

Interactive sessions spark dialogue and learning

Throughout the conference, attendees participated in a variety of engaging sessions led by ServiceMax experts and esteemed customers. MunMun Malik, VP of CS Innovation and Operations, and Mark Wilding led insightful sessions on Change Management for Digital Transformation and maximizing the value of ServiceMax.

Roundtable discussions, a key highlight, facilitated open conversations on topics like "Latest Trends in Field Service" and "Unlocking Service Revenue". Customer spotlights, featuring companies like Solaris, Alcon, and Zimmer, showcased innovative ways ServiceMax empowers organizations to achieve greater efficiency and unlock new revenue streams.

For example, the spotlight on Solaris revealed how they leveraged ServiceMax to centralize assets and gain valuable insights into usage patterns, ultimately improving customer, technician, and maintenance operations. Another customer emphasized the value of ServiceMax in achieving complete asset visibility. This comprehensive view facilitates historical analysis, enabling them to diagnose issues more effectively and engage in data-driven discussions with their customers. Furthermore, customers shared that ServiceMax streamlines communication by automatically notifying relevant teams of critical information, ensuring everyone has the right data at the right time.

Attendees particularly valued the roundtable format, with one participant exclaiming, "I can't imagine ever going back to the time before ServiceMax!"

Discussions centered on key priorities in field service, including:

• Optimizing operations: Scheduling, dispatch, and process automation.
• Enhancing customer engagement: Utilizing remote/live chat, well-prepared technicians, and predictive maintenance strategies.
• Leveraging IoT, AI, and new technologies: Tracking asset health, data-driven decision making, and maintaining clean data integrity.

Product roadmap unveils exciting enhancements

Joseph June, SVP Head of ServiceMax R&D, and the Product Management team provided valuable insights into the ServiceMax product roadmap, detailing upcoming features and enhancements. The team highlighted advancements in ServiceMax Go, Scheduling with Service Board and Optimization, Parts Planning, Connected Service Strategies, and Feedback & Issue Reporting.

ServiceMax Connect served as a valuable platform for knowledge exchange and collaboration. By bringing together service experts and industry leaders, the event fostered an environment for continuous learning and improvement in the field service landscape.