ServiceMax Installed Base App
The Installed Base app is a specialized ServiceMax Mobile app designed to enable users to manage all aspects of their Installed Product data, ensuring the accuracy of installed base information. This app is essential for various user roles, including Contract Administrators, Field Technicians, and Product Engineers, who need to manage, consume, or stay updated on changes to their organization's installed base.
The Installed Base app supports the backend ServiceMax system and offers offline access, allowing users to download, save, view, and update Installed Product and Location records without internet connectivity. This capability is crucial for maintaining business continuity and ensuring that field service operations are not disrupted by connectivity issues.
The Installed Base is a collection of detailed information about all products installed at various customer locations, along with relevant customer data. This detailed information includes aspects such as serial numbers, installation details, current configurations, and latest counter readings. This information can be utilized in the following ways:
• Increase Service Revenue: Uncover new service opportunities related to existing or competitor products.
• Grow Service Revenue and Profitability: Complete more jobs per day.
• Enhance Technician Efficiency: Provide service technicians with deep installed base information to improve Mean Time to Repair (MTTR) and First Time Fix (FTF) rates.
• Global Visibility: Gain complete visibility into your global installed base.
• Improve Product Quality: Use real-world product usage data to enhance product quality and design for serviceability.
An up-to-date installed base is crucial for the field service business as it boosts technician productivity by providing easy and accurate access to installed base data. This leads to faster issue resolution and restoration. Additionally, it helps identify revenue opportunities based on product behavior and track products in the field, resulting in product design improvements.
The benefits of accurate installed base data extend beyond service revenue management to impact both upstream and downstream operations. When used for data mining and analysis, it helps in:
• Identifying possible relations between products.
• Discovering patterns in service jobs.
• Streamlining service delivery and reducing costs by ensuring that each part or service is delivered to the right contact and location.
• Improving technology refresh, end-of-service life campaigns, and product sales.
• Predicting customer interest in products.Above all, it leads to increased customer satisfaction as customers can get instant access to up-to-date information on their assets through you.
ServiceMax’s mobile applications for field service ( ServiceMax Go) aim to replace the traditional clipboard with a more efficient and useful solution. The Installed Base app offers all these capabilities in a visually enriched and easy-to-use manner, regardless of internet connectivity. When integrated with other mobile applications such as the Field Service app, it provides a holistic approach to field service, ensuring all required information is readily available. For more information, see
ServiceMax Go app.Use Cases
The following are use cases for the Installed Base app.
• A field technician uses the Installed Base App to access the latest configuration and counter readings of a product at a customer site, even without internet connectivity. This information helps the technician diagnose and fix issues quickly, improving the First Time Fix rate.
• A contract administrator uses the app to update the installed base information after a new product installation. The offline data validation ensures that the entered data meets the required standards, maintaining the accuracy of the installed base.