ServiceMax Field Service Software
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ServiceMax Field Service Software

Digital Energy Mobile Enterprise Suite

Bringing service delivery to utility workforce management

ServiceMax from GE Digital is a market-leading Field Service Management (FSM) solution that optimizes all steps of the service delivery chain, from seamless work order management to smart scheduling to mobile execution.


ServiceMax FSM is the core of a Utility Mobile Workforce Management solution that ensures utility workers are digitally-enabled workers. Integrations with critical utility applications optimize execution of both short cycle operations-emergency work, meter services, compliance jobs, maintenance and inspection-and long cycle operations, such as outage management, that encompass multiple days, tasks, and people.


Applications

Collect and create work orders from internal sources such as OMS, ADMS, CIS, and ERP

Schedule and dispatch field personnel and subcontractors (based on availability, location, priority, and skills) as well as special tools and vehicles

Track warranty and contract entitlements of assets

Enable mobile work execution with offline sync, image capture, parts management and integration to GE Mobile Enterprise Geospatial based applications for Damage Assessment, Asset Update and Network Viewing

Analyze performance by tracking Service Performance Metrics such as First Time Fix Rate, Mean Time to Repair, and Utilization

Key Benefits

ServiceMax supports critical utility outcomes such as reliability, productivity, safety, profitability and customer satisfaction. ServiceMax users report a range of benefits related to these outcomes, including:

18% increase in technician productivity
18% reduction in service cost
19% decrease in compliance incidents
15% reduction in safety incidents
13% increase in asset uptime
11% increase in customer satisfaction
13% increase in service revenue
Increased service performance visibility
Avoided on-premise IT costs through cloud deployment

ServiceMax Field Service Platform Platform

Differentiators

Comprehensiveness: recognized Leader in Field Service Management by Gartner, with the highest placement in Completeness of Vision
Time to value: placed as Leader in “Ability to Execute” in Gartner report
Scale: over 30k end users; 400+ customers in 40 countries; 115 million assets managed at 30 million locations
Customer results: reported across a range of service outcomes (see Key Benefits tab)
Mobile leadership: recognized by Gartner for sustained commitment to mobile capabilities
Configurability: follows a “configure not code” philosophy that allows customers to easily adapt workflow to specific needs
Ease of integration: leverages deep experience with integrations to critical utility applications in GIS, ADMS/OMS, and APM
Utility use case experience: expanding base of customers deploying smart meters, solar, distributed generation, and energy services
Industry domain: access to GE Grid Solutions industry expertise to guide product development
Thought leadership: recognized leader in field service, including through articles, white papers, and customer training
Innovation: early adopter of connected field service, machine learning, and other emerging technologies
Partner/system integrator ecosystem: linked with professional services and customer success teams to ensure smooth implementation

Portfolio

Predix IoT and APM
Generate work orders based on alerts from connected devices to drive proactive service.
Installed Base Management
Give your service team access to critical asset data including location, serial number, and service history.
Work Planning & Scheduling
Ensure your team assigns the right workers to the right job at the right time. The ServiceMax schedule optimization engine makes recommendations based on priority, location, skills and certifications—ensuring worker safety and improving productivity.
Technician Enablement
Empower your field workers with the data they need at their fingertips to deliver flawless service. Offline sync allows uninterrupted work regardless of wireless connectivity. Photo and video image capture document before/after conditions. Digital access to work procedures eliminates paperwork and boosts worker productivity.
Work Order Debrief
Complete work order debriefs, account for time and material costs, conduct survey and data collection, and capture digital signatures while on site, eliminating the need for additional back office processing.
Entitlements & Logistics
Track parts in all stocking locations and ensure optimal restocking levels through trigger-based auto-replenishment.
Analytics & Integrations
Analyze key performance metrics for your organization — utilization, first time fix-rate, mean time to repair and more – so you can minimize unplanned downtime and achieve your reliability objectives. Connect to internal systems such as ERP, ADMS, OMS, and CIS. Integrate with Mobile Enterprise applications.

ServiceMax and ADMS

A Digital Worker solution for mobile work execution
Utilities are moving from a “stovepipe” approach to an integrated “Digital Worker” strategy that handles multiple types of field work, from planned inspections to unplanned outages. Interoperability between your ADMS and ServiceMax systems leverages general functionality such as mobile maps, routing directions and timesheets, and allows you to:
Seamlessly communicate outage orders from dispatch centers into the field
Dynamically update critical operational data such as outage location, crew and workflow status, and estimated restoration time
Electronically receive critical information from field crews, including outage confirmation, location, restoration time, cause codes, and damage data

Benefits of an integrated ADMS and ServiceMax solution include:

Avoided time, delays, and errors related to OMS voice dispatching
Higher productivity by eliminating crew dependence on centralized dispatch for order updating
Greater utilization of field resources
Increased worker safety through better information and validated location information
Reduced outage duration through improved communication, better information, and less travel
Improved customer satisfaction through timely, direct updates by field crews to outage and restoration work orders