We are excited about prospects for continued service transformation for complex equipment after hearing the latest updates from ServiceMax. We know a new chapter will unfold as the PTC acquisition takes hold. Yet even before that, ServiceMax’s traction in field service management is impressive, with all of its primary product suites scoring new wins to arrive at nearly 400 customers and over 300,000 users. Product-centric from the start, this company differentiates itself by focusing on the service lifecycle for complex products. In their words, they “keep the world running.”
A pure-play SaaS provider on the SalesForce platform, we see how they approach new customers and focus on ongoing customer expansions. Voice of the customer activities seem to ensure that the product roadmap meets real needs, and they boast of a wide range of activities to ensure customers are increasingly satisfied with the support, product quality, and documentation.
ServiceMax’s acquisition of Zinc in 2020 has become a central capability for enterprise-grade instant messaging. Their acquisition of LiquidFrameworks has paid off in additional sales of their FieldFX product for oil and gas, and as the underlying technology for their directed field service management solution, DataGuide, which shows promise to combat the shrinking workforce and knowledgebase of experienced technicians. They have also invested in mobile apps, with separate mobile apps for technicians to get guidance, collaborate, and for the end customers to be in touch with their service providers.
We now understand more of the momentum behind PTC’s announcement that it will acquire ServiceMax. Both are product-focused, and ServiceMax stretches into the in-use product lifecycle. ServiceMax’s momentum, whether on its own or as a SalesForce FSM add-on, delivers strength for PTC to build its business.