ServiceMax Releases Reverse Logistics Module

New module supports returns, repairs and exchanges through global service network

Pleasanton, Calif.August 1, 2012— Cloud-based, mobile and social field service applications provider ServiceMax announced the latest release of ServiceMax Summer ’12. Featured in Summer ’12 is Service Parts & Reverse Logistics (SP&RL) with new, extensive functionality to help global service organizations automate and optimize their returns, repairs, refurbishments and exchanges across various hubs, depot repair centers and suppliers within the cloud.

SP&RL is built to model, track and support complex service relationships all while keeping the original customer in the context of the parts and repairs moving through the system. This provides accuracy and automation of the entire service chain; reduces total turn-around time for the customer; and provides visibility to all involved parties including the support center agents and customers. With ServiceMax, service organizations have the flexibility to perform both traditional field service and complex depot repair based on the nature of a service request, increasing efficiency and ensuring companies meet their SLAs and solve customer problems as quickly as possible.

ServiceMax is focused on innovation that solves significant service industry problems leveraging the power of the cloud, mobile and social technology,” said Dave Yarnold, Chief Executive Officer of ServiceMax. “SP&RL is our latest feature that is helping global companies create seamless global service networks to ensure the highest levels of efficiency and delightful, profitable and lasting relationships with every customer.”

ServiceMax Summer ’12 also includes:

  • Enhancements to Service Flow Manager
  • Barcode scanning via iPad camera
  • GPS tracking on iPad mobile
  • SFM search on iPad mobile
  • The addition of Dutch (generally available) and Italian (pre-release) translations 


“As service chains become more complex, increased visibility and operational efficiency is more integral to the success of the service operations,” said Aly Pinder, Senior Research Associate with the Aberdeen Group. “Top performing organizations leverage enhanced service parts planning and reverse logistics capabilities—75 percent and 50 percent respectively—to reach this heightened level of insight. Our recent survey, detailed in the report ‘Optimizing the Service Supply Chain,’ shows that these top performing organizations achieve significantly higher returns in key customer-facing and operational metrics, such as an 88 percent customer retention rate—versus 55 percent for all others—and a 32 percent average increase in spare parts inventory turns over the previous 12 months—versus a two percent decrease for all others.”