Work orders built by hand
Dispatchers create and assign work orders manually, with no link back to asset class or entitlement. Every job starts from a blank template instead of a proven one.
Salesforce · ServiceMax · Field Service
Your techs shouldn't work blind. We give them the full asset record.
ServiceMax runs work orders, entitlements, dispatch and asset history inside Salesforce. Twopir Consulting implements, configures and extends it against your real asset data, contract terms and technician workflows — not a demo org. One field service architecture, from dispatch to invoice.
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Trusted by 500+ organizations — including manufacturers, equipment operators and telecom infrastructure teams running field service on Salesforce with Twopir Consulting.
Built for Field Service Operations
- Salesforce Partner
- ServiceMax Core
- Asset 360 for Salesforce
- ServiceMax Go
- Dispatch Console
- Preventive Maintenance
- Depot Repair & Returns
- ERP Integration
Where service delivery breaks between dispatch and invoice
Field service organizations rarely fail at the repair. They fail in the handoffs around it — triage to dispatch, dispatch to site, site back to billing. Every manual step in that loop costs a truck roll, an SLA breach, or a disputed invoice.
Techs arrive without the asset record
Technicians reach the site with no installed-product history, prior repairs, or open recalls. First-time fix rates suffer because the context never made it to the field.
Offline work breaks the record
Techs in low-connectivity sites lose photos, parts logs and signatures when sync fails. Back-office teams reconstruct jobs from memory and disputed timesheets.
Entitlements checked by phone
Contract coverage and warranty status get verified by phone or spreadsheet before every job, which delays dispatch and produces billing errors after the fact.
Parts and billing never reconcile
Van stock, parts consumption and returns live apart from the work order, so inventory drifts and invoices get disputed against what was actually done on site.
Reporting arrives a quarter late
SLA compliance, first-time-fix rate and technician utilization live in exported CSVs. By the time a manager sees the number, the quarter is already over.
Platform Context
What ServiceMax is — and who it's for
ServiceMax is asset-centric field service management software from PTC, built on the Salesforce platform. It manages the service lifecycle around the installed asset — work orders, service contracts and entitlements, scheduling and dispatch, parts, depot repair and preventive maintenance — with ServiceMax Go, an offline-first mobile app for technicians. Because it runs inside Salesforce, service works from the same accounts, contacts and cases as sales and support, with no parallel system.
It's built for organizations where the asset, not the ticket, is the unit of service — equipment manufacturers, med-tech, energy, telecom infrastructure and industrial operators with fleets of installed products under contract. PTC ships it in two Salesforce-native forms: ServiceMax Core, a standalone field service suite on the Salesforce platform, and ServiceMax Asset 360, which extends Salesforce Field Service with asset-centric depth. Which one fits is an architecture decision, and it's the first question our audit answers.
The platform ships the capability; it does not ship your entitlement rules, your asset data model, or your dispatch logic. Twopir Consulting — a Salesforce Partner — implements, configures and builds on ServiceMax inside your org. If you're choosing the wider field service platform rather than this product, start from our Salesforce field service services or the industry-specific apps we implement.
Three different services. We offer all three.
"We work with ServiceMax" hides three distinct engagements with three different buyers. Naming which one you need — and where one ends and the next begins — is how a project gets scoped honestly.
Implement ServiceMax
Stand the product up in your Salesforce org, against your real asset and contract data — the engagement for teams starting from spreadsheets, a legacy FSM tool, or a bare org.
- Org, asset-data and dispatch-process audit first
- Installed product and contract data migration
- Baseline work order types and Dispatch Console setup
- ServiceMax Go rollout with technician training
- Parallel-run validation before cutover
Configure ServiceMax
Tailor a running org to how your service business actually works — the engagement for teams whose ServiceMax is live but generic, underused, or fighting the process it should carry.
- Work order templates by asset class — labor, tooling, materials
- Entitlement and SLA rules mapped from real contract terms
- Dispatch Console logic: territory, skill, priority
- Preventive maintenance plans on schedule or telemetry
- SLA, first-time-fix and utilization dashboards
Build on ServiceMax
Custom development that extends the product past its declarative surface — the engagement for requirements ServiceMax doesn't ship, built by the same team that configured it.
- Apex, Flows and Lightning components on ServiceMax objects
- ERP, finance and billing integration — MuleSoft, Celigo, Workato
- IoT and telemetry-triggered work order creation
- Barcode, scanning and inventory extensions in the field
- Customer portals on Experience Cloud over asset data
| Service | What it covers | You need it when |
|---|---|---|
| Implement | Standing up ServiceMax in your Salesforce org: data model, migration, baseline configuration, mobile rollout, training. | Field service still runs on spreadsheets, whiteboards, or an FSM tool outside Salesforce. |
| Configure | Everything on ServiceMax's declarative surface: work order types and templates, entitlement rules, PM plans, Dispatch Console settings, dashboards. | ServiceMax is live but generic — dispatchers work around it and entitlements are still checked by hand. |
| Build on | Custom development past that surface: Apex and Lightning components on ServiceMax objects, external API integrations, data structures the product doesn't ship. | A real requirement — ERP sync, IoT triggers, barcode workflows — has no declarative path. |
The boundary sits at ServiceMax's declarative surface. Work order types, templates, entitlement rules, PM plans and Dispatch Console settings are configuration. The moment a requirement needs Apex, a custom Lightning component, an external API callout, or a data structure the product doesn't ship, it's custom development — scoped and priced as such during the audit, never discovered mid-project.
ServiceMax configured around how your service business runs
Every capability below is ServiceMax's — the product ships it. What we deliver is the version that matches your asset classes, contract terms and technician reality, instead of the starter template.
Work Order & Dispatch Architecture
Work orders that carry the whole job — account, contract, entitlement, technician — from trigger to closure, assigned by rules instead of a whiteboard.
- Work order types and templates by asset class
- Dispatch Console auto-assignment: territory, skill, SLA priority
- Case-to-work-order flows from Service Cloud
- Status transitions that feed the SLA audit trail
Entitlements, Contracts & SLAs
Coverage, warranty terms and SLA windows checked automatically before a work order is confirmed — not reconstructed after the invoice goes out.
- Entitlement rules mapped from real contract language
- Warranty and coverage checks at work order creation
- SLA clocks with response and resolution tracking
- Entitlement-priced service quotes off the asset record
Installed Products & Asset 360
One record per asset carrying its full lifecycle — service history, meter readings, warranty status — that technicians, dispatchers and account teams all work from.
- Asset hierarchies and installed-product data model
- Service history and meter data on one timeline
- Asset 360 configuration over Salesforce Field Service
- Asset data quality rules that keep the record trustworthy
ServiceMax Go Mobile Rollout
The offline-first technician app configured for your real connectivity conditions — a basement, a substation, a mine shaft — with sync that doesn't lose the job.
- Offline profiles tuned to your field conditions
- Sync validation rules that prevent conflicts and data loss
- Photos, signatures and parts capture in the work order
- Technician onboarding that lands adoption in week one
Preventive Maintenance Automation
PM plans that generate work orders on schedule or off asset telemetry, shifting service from reactive dispatch to planned, parts-ready maintenance.
- PM plans by asset class, schedule or meter threshold
- Auto-generated work orders with full job templates
- IoT and telemetry triggers into the PM engine
- Capacity-aware PM scheduling around emergency work
Parts, Depot Repair & Returns
Parts consumption, van stock and RMA workflows tied back to the work order — with field and depot repairs segmented so coverage is billed correctly.
- Van stock and parts consumption on the work order
- Field-versus-depot work order segmentation
- RMA and returns workflows with entitlement checks
- Inventory that reconciles to billing without re-entry
Four phases, honest timelines
A focused single-business-unit implementation typically runs 8 to 14 weeks from audit through mobile rollout. Multi-region deployments with complex entitlement mapping run longer — and we scope that during the audit, before any contract is signed.
Org & Asset Audit
We map your current Salesforce org, asset data quality, contract structures and dispatch process before configuring anything. Most rework in ServiceMax projects traces back to skipping this step.
Configuration & Entitlement Mapping
Work order types, templates, entitlement rules and Dispatch Console logic get built against your actual asset classes and contract terms, not a generic starter template.
Mobile Rollout & Enablement
ServiceMax Go gets configured for your offline conditions and rolled out with technician training, so field adoption happens in week one, not after three support tickets.
Managed Optimization
Post go-live, we monitor SLA and first-time-fix metrics, tune dispatch rules, and extend the org as new asset classes, contracts or regions come online.
What moves between ServiceMax and the rest of your stack
A field service platform earns its keep at its edges — where work orders become invoices and telemetry becomes dispatch. Each connection below names what flows, in which direction, and who consumes it. For the connector-level detail, see our ServiceMax integration services.
Salesforce Platform
Native, not integrated: ServiceMax objects live beside Cases, Accounts and Assets, so service reads sales context — and sales sees service history — with no sync layer at all.
ERP & Finance
Completed work orders, parts consumption and entitlement-checked labor flow to SAP, NetSuite or QuickBooks for invoicing via MuleSoft, Celigo or Workato; payment status flows back to the account, so finance bills what the field actually did.
IoT & Telemetry
Meter readings and fault alerts flow into Installed Product records; threshold breaches auto-create maintenance or emergency work orders, so dispatch reacts to the machine, not the phone call. See our Salesforce IoT work.
Service Cloud Cases
Customer cases convert to work orders with entitlement carried across; work order status flows back to the case, so the contact center answers "where's my tech" without calling dispatch.
Barcode & Field Inventory
Barcode scans from the ServiceMax mobile app resolve to installed products and parts records, so serial-level accuracy comes from a camera, not a keyboard — the pattern behind our Gimbal Barcode case study below.
Salesforce Field Service
Where Salesforce Field Service is already in the org, Asset 360 extends it rather than replacing it; we architect the coexistence — or the migration. Compare on our Field Service Lightning page.
Experience Cloud Portals
Customers see their own asset service history, open work orders and PM schedules; their service requests flow in as cases — cutting status calls out of the contact center.
Analytics & Dashboards
Work order cycle time, first-time-fix and utilization flow into Salesforce dashboards and CRM Analytics for service leadership — live from field data entry, not a quarterly CSV export.
Where we've seen ServiceMax deliver most
Every number below is scoped to the engagement it came from — no aggregates, no industry averages dressed up as our results.
Preventive Maintenance at Fleet Scale
A construction and mining operator with thousands of distributed assets needed PM plans that trigger work orders off schedule and telemetry — not a spreadsheet a planner checks monthly. We configured PM automation with templates carrying labor, tooling and materials by asset class.
2,000+ Work orders auto-generated per month · single client
Emergency Dispatch for Telecom Infrastructure
When a case or IoT alert has to become a work order and a technician assignment in seconds, manual dispatch is the bottleneck. We built case-to-work-order-to-dispatch flows for telecom infrastructure clients where minutes of downtime cost real money.
< 4 hrs Mean time to repair · down from double-digit hours
Depot Repair & Warranty Reconciliation
Manufacturers managing in-warranty returns need work orders segmented by type — field versus depot — with entitlement checks that prevent billing a customer for covered repairs. That segmentation is the whole fix.
40% Service cycle time reduction · past engagements
Barcode-Driven Field Inventory
Barcode generation through the Gimbal Barcode app and scanning through the ServiceMax mobile app — so technicians identify parts and installed products with a camera instead of manual entry, and the inventory record stays serial-accurate in the field.
Read the Case StudyNot a vendor. An architectural partner.
ServiceMax projects don't get hard at the software. They get hard at the entitlement exceptions, the asset data quality, and the technician syncing from a basement. That's where we start.
We configure against real entitlement chaos, not demo data
Contract terms, warranty exceptions and legacy pricing rules are where ServiceMax projects actually get hard. We map that mess in the audit, before we touch configuration.
We build for the technician's offline reality first
A dispatcher's dashboard is easy to demo. A technician syncing from a basement or a mine shaft is the actual test — and it's where our mobile configuration starts.
Salesforce Partner depth beyond ServiceMax's edges
When a project needs Salesforce Field Service, Experience Cloud or ERP integration alongside ServiceMax, that work stays in-house instead of getting handed to a second vendor.
A senior-led team on every engagement
Delivery is staffed by the architects and consultants behind 500+ client engagements — not a rotating bench of junior resources learning on your org.
Managed services after go-live, not a handoff
SLA and first-time-fix metrics get monitored after launch, and dispatch rules get tuned as your asset base and contracts change. Most engagements continue as an ongoing relationship.
What field service leaders ask before we start
A focused implementation for a single business unit typically runs 8 to 14 weeks, from org audit through mobile rollout. Multi-region or multi-business-unit deployments with complex entitlement mapping run longer, and we scope that timeline during the audit phase before any contract is signed.
It's not always either-or. ServiceMax Core is a standalone field service suite on the Salesforce platform, while ServiceMax Asset 360 extends Salesforce Field Service with asset-centric depth — so Asset 360 deployments include Salesforce Field Service by design. If your service model is asset-light and scheduling-driven, Salesforce Field Service alone may fit. We assess this during the audit and recommend the architecture that matches your asset model, not the one that's easier to sell.
At ServiceMax's declarative surface. Work order types and templates, entitlement rules, preventive maintenance plans, Dispatch Console settings and dashboards are configuration. When a requirement needs Apex code, a custom Lightning component, an external API callout, or a data structure the product doesn't ship — ERP sync, IoT triggers, barcode workflows — that's custom development. We name which side each requirement falls on during the audit, so the boundary never surprises you mid-project.
Yes. ServiceMax Go is built offline-first, so technicians can complete work orders, capture parts usage, photos and signatures without connectivity. We configure sync validation rules specifically to prevent conflicts or data loss when a device reconnects — which is where most poorly-configured deployments fail.
Entitlements are checked automatically against the asset and contract record before a work order is confirmed — covering warranty status, SLA response windows and covered service types. This removes the manual verification step that causes both dispatch delays and after-the-fact billing disputes. The accuracy of those checks depends on how well the entitlement rules mirror your real contract terms, which is why entitlement mapping is its own delivery phase.
No. Our managed services phase monitors SLA compliance and first-time-fix metrics, tunes Dispatch Console rules as territories or technician rosters change, and extends configuration as new asset classes or contracts come online. Most of our engagements continue into an ongoing support relationship.
Yes. We regularly connect ServiceMax's work order, parts and entitlement data to ERP and finance systems using MuleSoft, Celigo or Workato, depending on your existing integration stack — so completed work syncs to invoicing without manual re-entry.
Next Step
Ready to run field service on asset data you can trust?
Talk to a Salesforce architect about your current ServiceMax setup, entitlement structure or migration plan — no generic sales deck involved.
Speak with a team that has run ServiceMax against real entitlement data
