ServiceMax, a provider of cloud-based software for service execution management, announced the launch of ServiceMax Remote Triage. This is a new module for the ServiceMax platform and leverages the power of Aquant’s machine learning engine to help service organizations analyze data from multiple sources to reduce unnecessary dispatching of technicians and service equipment, also known as “truck rolls.”
Every time a service technician is needlessly dispatched to a work site, or fails to complete a job during the first visit due to an unexpected problem, it cuts into a company’s bottom line. Even those service organizations that track asset movement in near real-time often need help pinpointing the causes of equipment failures and making sense of the best next steps.
The Technology Services Industry Association’s research report, The State of Field Services: 2019, notes that assisted proactive support technologies can help service organizations reduce truck rolls by as much as 71%.
Leveraging Aquant’s Service Intelligence Platform, ServiceMax Remote Triage unlocks insights with natural language processing and machine learning. The module allows users to identify failures quickly and offers actionable solutions. Service organizations can empower their service teams with a guided process that asks pinpointed questions and ranks possible solutions by likelihood of success and cost effectiveness. Planners and dispatchers can triage the problem with greater accuracy, recommend a remote solution, or if a truck roll is required, have greater confidence in selecting the right technicians for the job and dispatching them with the right parts and tools.
“As a client of both ServiceMax and Aquant, I’m excited that two great products are coming together to help organizations provide better service,” said Mark Hessinger, Vice President, Global Customer Services at 3D Systems. “With artificial intelligence-driven insights, resolving customer challenges has become more efficient and accurate, ultimately driving improved service profitability.”
ServiceMax Remote Triage provides analysis of structured and unstructured data based on a highly scalable cloud platform, following a step-by-step process that identifies failures quickly and offers actionable solutions for rapid implementation to service work challenges. It helps determine what triggered past truck rolls, how the problem was resolved, and which parts were used for a given job by applying AI to the service data. In addition, it identifies likely solutions as new service requests come in, ranked by level of complexity, predicted time to completion, cost effectiveness, etc. ServiceMax Remote Triage also offers specific recommendations for solutions over time, remembering previous instances and learning from patterns.
“Truck rolls are one of the costliest actions in a service organization. With ServiceMax Remote Triage, we’ve added new capabilities to our platform to help improve and streamline service jobs from the very start, improving operations and experiences for customers and the technicians who service them,” said Amit Jain, Senior Vice President of Product at ServiceMax. “Our partnership with Aquant raises the bar on how field service applications can take advantage of AI and machine learning technologies to solve specific problems in the service execution process.”
“We are excited to announce our new partnership with ServiceMax,” said Shahar Chen, CEO of Aquant. “As the leader of AI technology for the service industry, we look forward to delivering more exciting products that empower service leaders with transformational business insights.”