ServiceMax
by ServiceMax (a PTC Technology) · Field Service
Cloud field service management platform for asset-centric service execution, built on Salesforce.
- Works with
- SAP, Oracle, Microsoft Dynamics, Salesforce
- Deployment
- Cloud
- Company size
- Mid-market, Enterprise
- Pricing
- Quote-based
- Headquarters
- Pleasanton, California, United States
Overview
ServiceMax is a cloud-based field service management (FSM) platform built natively on the Salesforce Platform, aimed at asset-intensive enterprises that install, maintain and repair complex, long-lifecycle equipment -- for example medical devices, industrial machinery, energy infrastructure and high-tech capital equipment. It gives OEMs, operators and third-party service providers an asset-centric view of installed products, work orders, technician scheduling, parts and contracts.
The platform's core modules include Asset 360 (asset-centric field service for Salesforce customers), Service Board (AI-assisted scheduling and dispatch), a mobile app for offline-capable technician workflows, Zinc (structured team collaboration), parts/inventory management across depots and technician vans, and maintenance plan automation for preventive and condition-based servicing.
ServiceMax was founded in Pleasanton, California (originally as Maxplore Technologies, rebranded ServiceMax after winning Salesforce's Force Million Dollar Challenge). It was later backed by Silver Lake and was acquired by PTC in January 2023 for approximately $1.46 billion, where it now anchors PTC's Service Lifecycle Management (SLM) division alongside PTC's PLM and digital-thread products. Because ServiceMax runs on the Salesforce Platform rather than natively on an ERP, its ERP connectivity (SAP, Oracle, Microsoft Dynamics) is delivered through prebuilt connectors from iPaaS partners such as Jitterbit, Workato, Dell Boomi, Magic xpi, DBSync, and through SAP Open Connectors, rather than a first-party ServiceMax-built ERP module.
Screenshots & demo
Demo video from the vendor's YouTube channel.
Features & capabilities
Asset Management
Asset-centric visibility across the installed base.
- Asset 360 installed-product view
- Warranty and entitlement tracking
- Asset hierarchy and configuration history
- Meter readings and usage-based triggers
- Technical attributes and asset genealogy
Scheduling & Dispatch
AI-assisted technician scheduling and workforce optimisation.
- Service Board drag-and-drop scheduling
- AI-driven scheduling recommendations
- Skills, location and availability-based dispatch
- Shift and crew management
- Map-based dispatcher console with location awareness
- Project-based scheduling for multi-visit jobs
Work Order & Maintenance Management
Creation, execution and automation of service work.
- Work order lifecycle management
- Preventive maintenance plan templates
- Time, frequency and condition-based maintenance triggers
- Digital checklists and work instructions
- Service contracts and entitlements management
Mobile Field Service
Offline-capable mobile app for technicians.
- Native mobile app for iOS and Android
- Offline data capture and sync
- Electronic signature capture
- Parts consumption and job status updates from the field
Parts & Inventory
Spare-parts visibility across stocking locations.
- Multi-location inventory visibility (depots, trunk stock)
- Parts planning and replenishment
- Depot repair management
- Returns and core exchange tracking
Collaboration & Analytics
Team communication and service performance reporting.
- Zinc structured team collaboration
- Field service KPI dashboards and reporting
- ServiceMax AI chat and automated actions
Common use cases
- Giving medical device or industrial OEM technicians a single asset-centric view of a customer's installed equipment before a service visit
- Automating preventive maintenance work order creation from time- or condition-based maintenance plans
- Optimising technician schedules and dispatch based on skills, location and parts availability
- Tracking spare-parts inventory across technician vans, depots and repair centers for complex equipment
- Capturing signatures, checklists and asset data from the field with a mobile app that works offline
- Feeding field service and installed-base data back into an ERP (SAP, Oracle, Microsoft Dynamics) for billing, inventory and finance via an integration platform
- Managing service contracts, warranties and entitlements for long-lifecycle capital equipment
Strengths & considerations
Strengths
- Asset-centric approach purpose-built for complex, long-lifecycle equipment rather than generic job dispatch
- Built natively on the Salesforce Platform, giving deep Salesforce CRM/Field Service data integration out of the box
- Part of PTC's Service Lifecycle Management portfolio, connecting field service execution to PTC's PLM and digital-thread product data
- Broad ecosystem of certified iPaaS connectors (Jitterbit, Workato, Dell Boomi, SAP Open Connectors) for ERP back-office integration
ERP integrations
SAP Open Connectors offers a prebuilt ServiceMax connector using OAuth 2.0 with polling and bulk data sync; also reachable via Jitterbit and other iPaaS tools
Marketed integration to Oracle E-Business Suite via third-party integration platforms
Includes connectors for Dynamics 365 Finance and Operations and Dynamics GP
ServiceMax is built natively on the Salesforce Platform, not a separate integration
Pricing
Pricing is not publicly listed; based on number of users/technicians, modules and deployment scope. Industry estimates suggest a 10-technician deployment can run roughly $15,000-$25,000/year in licensing before implementation costs. Get an independent shortlist with pricing guidance below.
Technical & security
- Hosting
- SaaS (built on Salesforce Platform)
- Mobile app
- Yes
- Languages
- English
About the vendor
- Headquarters
- Pleasanton, California, United States
- Ownership
- Subsidiary of PTC Inc. (acquired January 2023 for approximately $1.46 billion; previously backed by Silver Lake)
Alternatives to ServiceMax in Field Service
ServiceMax — frequently asked questions
Does ServiceMax integrate with SAP?
Yes, but not as a native ServiceMax module -- ServiceMax connects to SAP through integration platforms such as SAP Open Connectors (a prebuilt, OAuth 2.0-authenticated connector supporting bidirectional, polling and bulk sync) and iPaaS tools like Jitterbit.
Is ServiceMax an ERP system?
No. ServiceMax is a field service management (FSM) platform built on the Salesforce Platform. It manages assets, work orders, scheduling, mobile field execution and parts, and it connects to ERP systems like SAP, Oracle and Microsoft Dynamics for finance, inventory and billing data via integration platforms.
How much does ServiceMax cost?
ServiceMax does not publish list pricing. It is quote-based, scoped by number of users/technicians, modules and deployment size; industry estimates put a small technician team's annual licensing in the tens of thousands of dollars, before implementation.
Who owns ServiceMax?
ServiceMax is owned by PTC Inc., which acquired the company in January 2023 for approximately $1.46 billion. It now operates as part of PTC's Service Lifecycle Management (SLM) division.
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