Introduction 

In today’s asset-centric industries, field service operations hinge on one thing—efficient work order management. Yet, a staggering 63% of field service organizations admit to delays caused by manual work order handling, fragmented communication, and lack of real-time visibility. That’s where ServiceMax redefines the game.

Whether you’re managing repairs in remote mining operations or coordinating high-volume HVAC maintenance across cities, ServiceMax’s Work Order Management capabilities ensure seamless scheduling, execution, and closure. It integrates asset data, technician availability, and service entitlements into one actionable workflow.

In fact, companies using ServiceMax report up to 30% improvement in first-time fix rates and 40% faster work order turnaround.

This blog, the Twopir ServiceMax Guide to Work Order Management, explores the architecture, setup strategies, real-world implementations, and hard-earned insights from Twopir’s consulting trenches.

Let’s dive into the nitty-gritty.

What is Work Order Management in ServiceMax?

At its core, a Work Order in ServiceMax represents a unit of field service—be it an inspection, repair, or installation. But it’s more than a ticket. It’s the backbone of operational visibility, billing accuracy, and service effectiveness.

Work Orders are used to plan, execute, and manage service events for both Field and Depot Service activities. They are the central control point around which service delivery is coordinated and tracked.

Core Components

1. Work Order Object & Relationships
   Structured as part of the data model in ServiceMax, the Work Order object links to:
   
   • Accounts and Contacts (Who is being served?)
     
   • Service Contracts and Entitlements (Is it covered?)
     
   • Service Appointments and Technicians (Who does the work?)
     
     
2. Work Order Types and Templates
   All service tasks are performed based on Work Order Types, Templates, and required configurations. These elements define task scope, pricing logic, asset applicability, and technician qualifications.
   
   
3. Mobile Execution Layer
   Technicians access and update work orders in real-time via ServiceMax Go, even offline. This keeps field and back-office data synchronized and ensures no service detail is missed.
   
   
4. Automation Rules & Flows
   Built using Flows, Apex, and Workflow Rules, these handle status changes (e.g., “Scheduled → In Progress”) and trigger service notifications, part reordering, or post-service feedback.
   
   

Practical Workflow Example

Let’s say a telecom provider logs a service issue for a remote tower.

• A Service Request triggers automatic creation of a Work Order.
  
• Based on asset location, ServiceMax Auto-Dispatch assigns a technician.
  
• The technician carries out maintenance activities such as cleaning, part replacements, and necessary repairs.
  
• Once the job is completed, work details are compiled and sent for client approval.
  
• A PDF document is generated using WebMerge, which includes images, videos, test results, and a full service report.
  
• This PDF is shared with the customer for review and approval.
  
• Upon review, 123FormBuilder captures the customer’s acceptance or records the reason for rejection.
  
  

Key Terminology

• Primary Technician: The lead resource assigned to the Work Order.
  
• Service Territory: Geographical or logical area a technician covers.
  
• Work Detail: Line items for parts used, hours logged, or custom actions.
  
• Service Appointment: Scheduled technician visit linked to a work order.
  
  

Status Transition: Automated or manual progression of work order states.

Architecture:

Process Flow Diagram

Step-by-Step Breakdown:

1. Trigger Initiation: Through Case, Contract, Asset issue, or Preventive Maintenance Plan.
   
2. Work Order Generation: Using predefined templates tied to asset class and service type.
   
3. Assignment: Dispatch Console auto-schedules based on territory, skills, and availability.
   
4. Execution on Mobile: Field staff perform service tasks using mobile apps, even in offline mode.
   
5. Work Finalization:
   
   • Technicians submit photos, logs, and notes.
     
   • A WebMerge document is created, containing multimedia evidence and service results.
     
6. Customer Feedback Loop:
   
   • The PDF is shared with the client for approval.
     
   • Using 123FormBuilder, the client signs off or submits change requests.
     
     

Closure & Reporting: Final updates are pushed to ERP or CRM for invoicing, analytics, and history.

Why Use ServiceMax for Quote Management?

Use Case 1: Preventing Missed SLAs in Industrial Services

Context: A construction equipment provider with a nationwide footprint.
Challenge: Technicians often arrived late due to manual scheduling.
Solution: Automated dispatch reduced delays and improved first-time fix rates.
Result: 32% increase in SLA compliance across regions.

Use Case 2: Seamless Depot Repairs in Manufacturing

Context: A consumer electronics OEM managing returns and in-warranty repairs.
Challenge: Inconsistent tracking of depot service tasks.
Solution: Work Orders segmented by type: Field Service vs Depot.
Result: 40% drop in service cycle time and improved warranty reconciliation.

Key Benefits:

Benefit Summary Table

Practical Must‑Use Features:

1. Dispatch Console

Visual dashboard to assign jobs based on technician skills and load balancing.
Pro Tip: Use dynamic color coding for SLA prioritization.

2. Work Type Templates

Blueprints for standard service scenarios.
Best Practice: Align templates with contract entitlements and SLAs.

3. Offline Field Execution

Technicians record details offline; sync when back online.
Caution: Validate sync settings to avoid conflicts or loss.

4. WebMerge Integration

Auto-generates service summary PDFs with embedded media and logs.
Example: Used for annual maintenance documentation.

5. 123FormBuilder

Used for structured customer acceptance collection and audit trails.
Use Case: Captures digital signatures or feedback instantly.

Twopir-Proven Checklist for Work Order Optimization

✅ Standardize Work Types by asset class
✅ Implement skill-based routing in Dispatch Console
✅ Use Work Detail records for granular cost tracking
✅ Generate PDFs for every job with image and test result attachments
✅ Share reports using WebMerge → 123FormBuilder approval loop
✅ Track rejections and approvals to refine processes
✅ Automate follow-up tasks based on feedback results

Case Studies:

Case Study 1: Heavy Equipment Preventive Maintenance Automation

Industry: Construction & Mining
Challenge: Missed maintenance schedules and manual Work Order creation.
Solution: Twopir implemented automated preventive Work Order creation tied to asset uptime. Configured templates defined labor hours, tools, and materials. WebMerge auto-generated PDF reports with inspection photos. 123FormBuilder recorded on-site supervisor sign-off.
Results:

• 94% SLA compliance
  
• 33% downtime reduction
  

2,000+ Work Orders auto-generated monthly
Lesson: Align PM frequency with asset telemetry for maximum reliability.

Case Study 2: Telecom Tower Emergency Repairs

Industry: Telecom
Challenge: Field teams responded ad hoc to outages with no structure.
Solution: Twopir designed a Case → Work Order → Dispatch flow triggered by IoT alerts. Technicians logged fixes via mobile apps. After service, WebMerge created detailed repair documents. Customers reviewed and approved via 123FormBuilder.
Results:

• 60% drop in average outage duration
  
• MTTR reduced from 11 hours to 3.5 hours
  
  

96% SLA compliance in emergency response
Lesson: Structure post-service communication as tightly as dispatch to reduce resolution friction.

Conclusion:

Optimizing Work Order Management with ServiceMax transforms chaotic service operations into streamlined, transparent, and measurable processes. From job scheduling to post-service documentation, every phase can be digitized, automated, and improved.

Key Takeaways:

• Leverage templates and automation to eliminate guesswork
  
• Use WebMerge + 123FormBuilder to digitize post-service workflows
  
• Monitor and adjust based on technician feedback and customer approval trends
  
• Integrate with CRM and ERP for end-to-end visibility
  
  

Next Steps:
Start with 3 Work Order Templates in sandbox: one for routine service, one for emergency repair, and one for depot repair. Configure the approval loop using WebMerge and 123FormBuilder.

Strategic Outlook: Pair Work Order analytics with AI-based asset failure prediction to shift from reactive to predictive service by 2026.

Introduction 

Manual quoting is the Achilles’ heel of service operations. Whether it’s field technicians handwriting estimates or back-office teams toggling between spreadsheets, quoting delays result in lost revenue, reduced customer trust, and frustrated staff. In fact, research from Aberdeen Group shows that companies with poor quote turnaround times experience 21% lower customer satisfaction.

Now imagine this: your technician finishes a job, opens their tablet, auto-generates a quote based on parts used and time logged, and sends it to the customer for approval—all within minutes. That’s the power of ServiceMax’s Quote Management capabilities.

Operating within the ServiceMax platform (built natively on Salesforce), Service Quote Management simplifies and accelerates the process of building, approving, and tracking service quotes. Twopir’s clients have reported quote-to-cash time reductions of up to 45% by integrating ServiceMax into their service operations.

In ServiceMax, a Service Quote represents the estimated cost of a service event, including parts, labor, and other charges, intended for customer approval.

What is Service Quote Management in ServiceMax?

At its core, Service Quote Management in ServiceMax includes the following components:

1. Quote Object & Lifecycle Engine
   • Manages the end-to-end quote record, including draft, review, approval, and conversion to work order or invoice.
   • Integrated with Salesforce CPQ or ServiceMax’s quoting engine.
     
     
2. Parts and Labor Pricing Engine
   • Dynamically pulls standard pricing based on asset configuration, warranty terms, and contract entitlements.
   • Supports discounts, promotions, and field-level overrides with role-based permissions.
     
     
3. Technician Interface (Mobile-Ready)
   • Enables real-time quote creation and submission from the field using the ServiceMax Go app.
   • Includes offline capabilities and sync logic.
     
     
4. Workflow & Approval Automation
   • Built with Flow, Process Builder, or Apex to automate quote routing, approvals, and updates based on business logic.
     
     
5. Integration Layer
   • Supports APIs and connectors to ERP systems (e.g., SAP, Oracle) for inventory, pricing, and billing sync.
     
     

Quotes can be created manually or auto-generated from Service Order Estimate Lines, ensuring both speed and accuracy.
This automation minimizes human error, eliminates delays between service completion and billing, and creates a consistent quoting experience for both customers and field reps.
The result? Fewer delays, enhanced transparency, and strengthened customer trust in your service process.

Key Terminology

• Quote Line Item (QLI): A line entry representing a part or service within a quote. Essential for pricing breakdowns.
• Quote Template: Predefined layouts for sending quotes to customers—supports dynamic fields and branding.
• Entitlement Check: Ensures quote items comply with warranty/contract agreements before billing.
• Service Flow: Configurable automation (via Salesforce Flow) to guide quote stages from draft to approval.
  
  

Technician Enablement: Mobile tools and guided UX allowing field staff to create accurate, compliant quotes.

Architecture:

How Data Moves in Service Quote Management

Step-by-Step Breakdown:

1. Trigger: Field technician selects “Create Quote” from a completed service work order.
2. Quote Object Creation: The system populates parts used, labor time, and applicable service charges.
3. Pricing & Entitlements: Quote engine checks service contracts, warranties, and applies discounts if eligible.
4. Approval Logic: If the quote exceeds a threshold or includes custom items, it auto-routes to a manager.
5. Quote Document Generation: A professional-looking document is created using WebMerge and sent to the client.
6. Client Response Capture: Clients accept or reject the quote using 123FormBuilder, feeding data directly into ServiceMax.
   
   

Quote Conversion: Approved quotes are seamlessly converted into Work Orders, ensuring a smooth transition into service execution.

Why Use ServiceMax for Quote Management?

Scenario 1: Reducing Quote Turnaround from Days to Hours

Problem: A telecom services provider was taking 3–5 days to send post-service quotes, causing delays in invoicing and revenue leakage.
Solution: Twopir implemented ServiceMax quoting with auto-generated parts & labor suggestions. Approval workflows were introduced via Salesforce Flow.
Outcome: Quote turnaround time dropped to 4 hours; DSO (Days Sales Outstanding) improved by 19%.

Scenario 2: Enforcing Warranty Rules Automatically

Problem: Field staff were accidentally quoting billable work under warranty, leading to customer disputes.
Solution: Twopir configured Entitlement Checks at the Quote Line Item level.
Outcome: Warranty compliance improved by 95%, eliminating billing conflicts.

Key Benefits:

Benefit Summary Table

Practical Must‑Use Features:

1. Mobile Quote Builder (ServiceMax Go)

• Function: Build and edit quotes on-the-go.
• Use Case: Field tech replaces a motor, instantly quotes labor and part.
• Pitfall: Offline quote sync issues.
• Mitigation: Use staged syncs + version checks.
• Best Practice: Predefine bundles to reduce selection errors.

   

2. Approval Matrix Logic

• Function: Tiered approval based on quote value or region.
• Use Case: $10K+ quotes routed to regional manager.
• Pitfall: Delays from unclear routing.
• Mitigation: Use conditional Flow paths with fallback users.
• Best Practice: Include escalation timers in Flow.

   

3. WebMerge for Quote Documents

• Function: Auto-generates branded PDF or HTML quote documents.
• Use Case: Sends professional quote layout to customers.
• Pitfall: Template rendering errors.
• Mitigation: Test dynamic fields for all service types.
• Best Practice: Align templates with marketing and finance guidelines.

   

4. 123FormBuilder for Approvals

• Function: Captures client responses via form links.
• Use Case: Client clicks “Approve” or “Decline” from the quote email.
• Pitfall: Client confusion with form UI.
• Mitigation: Use clear labels, tooltips, and mobile-friendly forms.
• Best Practice: Embed client reference number in form prefill.

   

Twopir-Proven Checklist for Quote Management Success

✅ Map service workflows to quote lifecycle
✅ Use WebMerge for visually consistent documents
✅ Configure pricing engine with tiered discounts
✅ Validate all items with Entitlement rules
✅ Set approval logic with Flow-based escalation
✅ Use 123FormBuilder for streamlined client responses
✅ Enable mobile quote creation for techs

Case Studies:

Case Study 1: Manufacturing Giant Cuts Quote Time by 60%

Industry Context:
A Fortune 500 manufacturing company with over 300 field engineers and legacy quoting via Excel.

Specific Challenge:
Manual quoting led to 5-day delays, pricing errors (~20%), and missed SLA revenue targets.

Solution Implemented:
Twopir integrated ServiceMax’s Quote Object with SAP inventory and Salesforce CPQ.
Flows were built to auto-calculate pricing and route approvals.
Mobile access enabled via ServiceMax Go.
WebMerge handled PDF document generation, while 123FormBuilder captured approvals.

Measurable Results:

• Quote generation time dropped from 5 days → 1 day
• Pricing errors reduced by 88%
• Quote approval rates increased by 52%
• Revenue leakage cut by $2.1M in 6 months
  
  

Strategic Insights & Lessons Learned:
“Always pilot with 1–2 service teams and iterate. Custom discounting rules can derail early workflows if not well defined.”

Case Study 2: Medical Device Company Boosts Field Quote Accuracy

Industry Context:
A U.S.-based med-tech firm servicing hospital equipment with 150+ techs.

Specific Challenge:
Technicians lacked quoting capability, leading to delays and post-service customer churn.

Solution Implemented:
Twopir deployed ServiceMax Go with pre-configured quote bundles.
Integrated product catalog and parts list, ensured quotes were built with valid, region-specific prices.
WebMerge templates delivered branded documents, and 123FormBuilder forms enabled quick approvals.

Measurable Results:

• 75% faster quote turnaround
• 96% quote acceptance rate within 24 hours
• Field tech NPS increased from 62 → 78
• Service quote accuracy hit 99.2%

   

Strategic Insights & Lessons Learned:
“Don’t underestimate mobile UX. Techs won’t use what feels clunky. Design quote flows like consumer apps.”

Conclusion:

Service Quote Management isn’t just a back-office function—it’s where revenue begins. When done right using ServiceMax, quoting becomes an automated, scalable, and customer-friendly process. From entitlement checks to ERP integration, and tools like WebMerge and 123FormBuilder, every piece adds up to faster revenue and better service.

If you’re stuck in spreadsheets or still emailing quote PDFs manually, it’s time to upgrade.

Next Step:
Spin up a sandbox and test your first mobile-enabled quote using ServiceMax’s out-of-the-box templates.

Pro Tip:
Pair Service Quote Management with real-time analytics dashboards to forecast quote acceptance and revenue trends more accurately.

Introduction 

Imagine a manufacturing plant where cutting, lathe, or CNC machines face unexpected downtime—but service teams struggle to locate asset history or track warranty coverage. In fact, a recent PTC/ServiceMax study found that organizations without proper asset visibility lose up to 25% in service revenue due to free labor, parts, and missed upsell opportunities.

ServiceMax’s Installed Product Management delivers a 360° view of customer-installed assets—CNC, cutting, lathe, and other manufacturing machines—providing teams with granular insight into every asset’s location, service history, and operational status . Whether you’re embedded in Salesforce or running a standalone ServiceMax deployment, IPM centralizes all asset data into a single system of record, enabling real-time intelligence and operational control.

With each Installed Product record—able to represent either a single unit or a batch—your organization tracks assets by serial number, batch number, or product number, based on needs. These records become the core reference for entitlements, service delivery, and material movement.

Organizations gain full asset lifecycle visibility—including location, usage, maintenance history, and operational status—all of which drive accurate planning, regulatory compliance, and proactive field operations.

ServiceMax users typically experience:

• 23% boost in technician productivity
• 15% rise in first-time fix rates
• 25% added service revenue

Here’s the nitty-gritty: this guide dives into the core components, architecture, benefits, features, and robust use cases of Installed Product Management—giving you the Twopir-level detail you need to implement and excel.

What is Installed Product Management?

Installed Product Management (IPM) is the enterprise-grade capability for asset-centric field service operations. It empowers businesses with a comprehensive 360° view of customer-installed equipment—CNC, cutting, lathe, and more—through precise tracking and management.

Core Components:

1. Installed Product Object
   Each record represents one or multiple units—tracked via serial number, batch/lot number, or product number—meeting diverse tracking requirements. The Installed Product record is foundational, driving entitlements, service delivery, and material movement.
2. Installed Product Lookup (IPL)
   Enables accurate mapping between external systems (IoT, ERP) and ServiceMax records by leveraging unique identifiers or combination keys (External Unique Key).
3. Service Flow Manager (SFM)
   A no-code Salesforce-based engine managing workflows—automatic PMs, more intelligent RMAs, case auto-creation, and work-order generation—tied directly to Installed Product records.

In Salesforce-integrated setups (Asset 360):

• Asset Hierarchy & Timeline: Parent-child structures and rich asset timelines enhance operational insight.
• Technical Attributes: IoT-driven metrics support condition-based servicing.
• Entitlement Engine: Automated warranty and contract enforcement enables smarter decision-making.

Configuration Example:

Deploying serial‑tracked CNC machines across global sites? Here’s a practical setup:

• Define serial number as the External Unique Key in IPL to map event payloads accurately.
• Configure an SFM transaction:
  • Source: Installed Product
    
  • Action: Create Preventive Maintenance WOs, mapping scheduled-date and technician fields.
• Activate recurring work-orders automatically in the Service Board.

Architecture:

Data/Process Flow Diagram

Architecture Walk‑Through:

1. Entry Point:
   Technical or IoT events, triggered by serial or batch identifiers, land via Installed Product Lookup into the ServiceMax record .
2. Processing via SFM:
   Pre-configured workflows generate work orders, PM campaigns, field change orders, and RMAs based on asset context.
3. Entitlements & Coverage:
   Cases and WOs pass through the automated entitlement engine which validates warranty and contract entitlements.
4. Material Logistics / RMA:
   Service flows auto-generate part orders, reverse logistics, and shipments based on Installed Product status.
5. Analytics & Optimization:
   Dashboards display asset utilization, cost‑to‑serve, contract health, and campaign effectiveness via Asset 360 analytics.

For Salesforce-led environments, this architecture overlays smoothly onto Field Service Lightning with Asset relationships, entitlement layers, and real-time dispatching.

Why Use Installed Product Management? 

Addressing Visibility and Lifecycle Gaps:

Field teams often struggle to track where assets are, what their maintenance history looks like, and whether they’re still operational. ServiceMax’s Installed Product Management solves this by providing a 360° view of all customer-installed assets—CNC, cutting, lathe, and more—enabling teams to see every asset’s location, maintenance history, and live operational status.

Enhancing Compliance and Recall Readiness:

When regulatory compliance or manufacturer recalls hit, organizations without asset lifecycle tracking risk non-compliance and costly delays. With Installed Product records serving as a core reference for service delivery, entitlements, and material movement, you can rapidly identify impacted units and trigger automated field change orders and RMAs.

Optimizing Service Delivery:

Each Installed Product record—tracking single or multiple units by serial, batch, or product number—drives entitlement verification, work order creation, and part logistics. This foundation supports Service Flow Manager (SFM) automation and entitlement engine integrations, delivering tightly coordinated, proactive field operations.

Proactive Field Operations:

With 360° asset lifecycle visibility, teams can transition from reactive break-fix tactics to proactive maintenance, condition-based triggers via IoT, and preventive planning. The result: less downtime, higher first-time fix rates, and more efficient service routes.

Key Benefits:

Benefit Summary Table

Deep Dive: Mechanisms & Outcomes:

1. Serial/Batch Tracking
   Installing a product under single or batch mode allows tailored tracking per asset, improving service accuracy. This is configured within the Installed Product record fields.
2. Entitlement and Coverage Enforcement
   When a work order or service request is generated, the entitlement engine matches contracts against the Installed Product using account, date, and location fields. This ensures that service jobs are covered and billable.
3. Preventive Maintenance Automation
   Using SFM, scheduled PM work orders are auto-generated from Installed Product data—no manual intervention. Standard templates support this included in Asset 360.
4. Recall / Compliance Campaigns
   Filter on Installed Product criteria to identify affected assets, then push Field Change Orders and RMAs at scale using automated workflows .
5. IoT‑Enabled Condition-Based Maintenance
   By ingesting telemetry into Asset Technical Attributes, ServiceMax can auto-trigger PMs when thresholds are exceeded, reducing unplanned downtime.
6. Service Analytics & Dashboards
   Built-in dashboard templates monitor cost-to-serve, contract attach ratio, and asset profitability, enabling leaders to identify service gaps.

Practical Must‑Use Features:

Feature 1: Installed Product Lookup (IPL)

Description: Maps external identifiers to ServiceMax records.
Benefits: Accurate event-to-asset routing.
Pitfall: Misconfigured External Unique Keys cause mismatches.
Best Practice: Use concatenated formulas for unique key mapping.

Twopir Checklist – IPL

1. Choose identifier strategy (serial, batch).
   
2. Build formula field for unique key.
   
3. Align payload structure.
   
4. Run tests in sandbox.
   
5. Backfill missing records.

Feature 2: Automated PM via SFM

Description: Scheduled PMs created per asset record.
Benefits: Reliable preventative maintenance.
Pitfall: Misaligned scheduling dates.
Best Practice: Include custom date fields in mapping and use Service Board for oversight.

Feature 3: Entitlement Validation Engine

Description: Auto-validates service coverage during WO creation.
Benefits: Reduces revenue leakage.
Pitfall: Incomplete contract configurations.
Best Practice: Define entitlement rules checking account, date, and location fields

Feature 4: Asset Hierarchy & Technical Attributes

Description: Parent-child asset structuring with IoT data.
Benefits: Detailed insights for component-level servicing.
Pitfall: Data overload.
Best Practice: Filter key attributes; configure hierarchy views .

Feature 5: Field Change Order Campaigns

Description: Asset-wide updates and recalls.
Benefits: Streamlined compliance responses.
Pitfall: Over-broad filters.
Best Practice: Test queries in sandbox before rollout.

Case Studies:

Case Study 1: CNC Manufacturer:

Industry Context
A CNC OEM tracked machines globally but lacked unified asset insight. Installed products varied by serial numbers and had no record of service history or location. Regulatory audits and maintenance scheduling were manual and error-prone.

Challenge
Asset visibility gaps led to 18% revenue leakage from missed entitlements. Downtime issues often took days to diagnose. Recall compliance required manual searches.

Solution
Twopir configured Installed Product records using serial+model formula keys. IPL was set up to map all IoT events and ERP data. SFM flows generated PM work orders every quarter per asset. Entitlement rules (account, date, location) were implemented for each WO. Asset hierarchy was built for component traceability and IoT thresholds triggered condition-based PMs. Campaign flows issued firmware updates using field change order automation.

Results

• PM compliance soared to 98%
  
• Downtime decreased 35%
  
• Dispatch labor costs cut 20%
  
• Contract renewals increased by 22%

Insights
Right key configuration is mission-critical. Testing in sandbox with hierarchies avoided data skew. Quarterly tracking validated ROI.

Case Study 2: Regional Printing Services:

Industry Context
An EMEA large-format print services company had hundreds of printers with tracking managed in spreadsheets. Field techs often went to sites without correct parts or service history.

Challenge
First-time fix rate hovered around 68%. RMAs were delayed due to wrong parts. Contract attach fell below 60%.

Solution
Twopir built Installed Product records with serial tracking linked to ERP parts master via IPL. SFM transactions created RMAs and shipments directly tied to the installed product from service cases. Entitlement grid surfaced live warranty and contract details. Automated PMs and field change campaigns enforced asset updates. Dashboards tracked cost-to-serve, asset performance, and renewal opportunities .

Results

• First-time fix rate jumped to 89%
  
• Service revenue grew 18% YoY
  
• Technician travel time reduced by 25%
  
• Contract attach rate rose to 78% (+15%)

Insights
Mobile-enabled asset visibility saves time and prevents part errors. Automated campaigns accelerated recall compliance.

Conclusion:

Installed Product Management in ServiceMax empowers teams to manage CNC, cutting, lathe, and other assets with full visibility, accurate service planning, and proactive workflows. At its core, each Installed Product record—whether tracking single units or batches—drives entitlements, service delivery, and material movement.

By leveraging IPL, SFM, entitlement rules, and IoT data alongside Asset Hierarchy and Analytics, organizations unlock real-time operational control with measurable impact: reduced downtime, higher FTF rates, stronger contract renewals, and compliance readiness.

Your Checklist:

• Set up Installed Product records with correct tracking modes.
• Configure IPL mappings and entitlement rules.
• Automate PMs and field campaigns with SFM.
• Deploy asset hierarchies and IoT attributes.
• Leverage analytics to optimize service outcomes.

Call to Action:
Start in sandbox: create an Installed Product, enable IPL and entitlement rules, and trigger your first PM WO. Monitor results over 30 days, and iterate based on dashboard insights.

Forward Look:
Elevate IPM with AI-driven failure prediction and IoT analytics in Asset 360 to shift to outcome-based service agreements.