ServiceMax Strengths, Domain Expertise, and Key Differentiators
Built on the Salesforce platform, ServiceMax offers a suite of field service applications that provide customers with a complete view of their assets, enabling them to run more profitable, efficient service operations in complex, asset-intensive industries. ServiceMax offers two product lines, ServiceMax Asset 360 for Salesforce, and ServiceMax Core, both of which support the Field Service Management market and offered on the Salesforce platform.
Asset 360 is specifically an add-on to Salesforce's native Field Service capability. All of ServiceMax’s field service management capabilities are purpose-built for asset-centric industries, offering features, services, and integrations (such as IoT for connected field service) that help customers improve asset uptime with optimized in-person and remote service, boost technician productivity with the latest mobile tools, and deliver metrics for confident decision making.
All product lines support both employee technicians and service contractors and include embedded capabilities to enable real-time collaboration (Zinc) to better support technician troubleshooting and knowledge and enable remote support directly with customers.
ServiceMax Recent Developments
In February 2020, ServiceMax announced $80 million in growth funding led by new investor Salesforce Ventures and existing investor Silver Lake. ServiceMax, while launching a new offering, ServiceMax Asset 360 for Salesforce, available from November 2020. ServiceMax Asset 360 for Salesforce will deliver a 360-degree view into install base, service contracts and asset performance to maximize equipment uptime and reduce maintenance costs. This advanced insight, natively developed within Salesforce Field Service, will empower customers to shift from selling products to adopting outcome-based strategies that propel businesses forward.
ServiceMax Mergers and acquisitions (M&A) Activities
In November 2021, ServiceMax completed the previously announced transaction to acquire LiquidFrameworks, a leading mobile field operations management solutions company, specializing in the energy industry, from Luminate Capital Partners, a private equity firm investing in growth and enterprise software companies.
LiquidFrameworks’ FieldFX is a cloud-based mobile field operations software suite designed to manage contracts, quotes, equipment, jobs, and field tickets for service companies in the energy industry. ServiceMax will incorporate the FieldFX product suite from LiquidFrameworks into the ServiceMax portfolio alongside its Core and Asset 360 offerings.
In February 2019, GE Digital and Silver Lake announced an agreement for GE Digital to sell a majority stake in ServiceMax, a provider of cloud-based software productivity tools for field service technicians, to Silver Lake. Under the agreement, GE will retain a 10% equity ownership in ServiceMax. Since GE Digital acquired the company in 2016, ServiceMax has continued to invest in its technology and delivered growth that has outpaced the market over the past two years. ServiceMax and GE Digital have also entered into a reseller agreement to ensure ongoing collaboration to serve their joint customers, including GE’s industrial business units, and plan to continue to deeply integrate their technology offerings.
In February 2019, ServiceMax acquired Zinc, a company that provides a frictionless way for service workers to get and share knowledge in real-time. Building on an initial integration between the two companies began in April 2018, which later led to the acquisition. The acquisition enables ServiceMax to expand its Service Execution Management platform with the only offering that allows customers to benefit from communications functionality tailored to meet the challenges of the service workforce.
In collaboration with Silver Lake, ServiceMax will enjoy increased agility to accelerate its growth initiatives, pursue new strategic partnerships and execute a dedicated Field Service Management agenda. ServiceMax offers cloud software tools that improve the productivity of complex service and equipment-centric business operations for over 400 corporate customers across dozens of industries. As a separate company, ServiceMax will have the strategic focus required to penetrate the vast $34 billion global Field Service Management software market opportunity. The majority of the approximately 39 million field technicians globally who install, maintain and repair machines do not currently have access to any Field Service Management software such as ServiceMax.
ServiceMax Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying ServiceMax applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of ServiceMax and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified ServiceMax Core customers.
Ownership: - Silver Lake Partners
Number of Employees: 600
ServiceMax Key Cloud and HCM Applications
ServiceMax HCM and Cloud HCM Applications Revenues, $M:
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* HCM Applications Revenues = License + Support & Maintenance + SaaS ( Hardware and Prof. Services are Excluded )
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
ServiceMax Revenue Breakdown by Type:
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ServiceMax HCM Applications Revenues By Sub-Functional Markets, $M:
Split by Sub-Functional Markets
2021 HCM Revenues, By Sub-Functional Markets, $M
ServiceMax HCM Applications Revenues By Verticals, $M:
ServiceMax Total and HCM Applications Revenues by Region:
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ServiceMax Direct vs Indirect sales
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ServiceMax Customers - Breakdown by Geo, Size, Vertical and Product
No. of ServiceMax Customers: 450
No. of ServiceMax HCM Applications Customers: 450
No. of ServiceMax Cloud HCM Customers: x
No. of ServiceMax Cloud HCM Subscribers: 400000
More than 450 companies and over 400,000 users across the globe have turned to ServiceMax to help them keep the business running. The customers represent more than a dozen industries, and feature companies ranging in size from the largest global brands like Philips, Sony, Bayer, Pitney Bowes, to mid-sized organizations looking to grow their service businesses.
Some of ServiceMax's customers are Mechdyne Corporation, Inspecta, Tyco Integrated Security, SPP Pumps, LiftOne, Thermo Fisher Scientific, Hexagon Manufacturing Intelligence, Eastern Lift Truck Co., Al Salem Johnson Controls, Exide Technologies, Arbon Equipment Corporation, 3D Systems, Tandem, DISH, Schneider Electric, GE Power Europe, and many more.
ServiceMax Market Opportunities, M&A and Geo Expansions
In June 2021, ServiceMax declared that DEF Network companies have standardized on ServiceMax’s field service management platform for the digitization of its service operations globally. The DEF Network is an independent international network of fire safety experts, comprising more than 60 companies. By digitizing its service operations and leveraging real-time IoT data, the DEF Network will further elevate customer service and efficiency levels, streamline reporting and fuel future growth. ServiceMax partner, SpringFive, is leading the implementation.
In July 2021, ServiceMax declared plans to merge with Pathfinder Acquisition Corporation, a publicly-traded special purpose acquisition company co-sponsored by affiliates of HGGC and Industry Ventures (“Pathfinder”) to become a publicly-traded company (the “Business Combination”). Consummation of the Business Combination is subject to customary closing conditions, including approval by Pathfinder’s shareholders.
In February 2020, ServiceMax raised $80 million in growth funding led by new investor Salesforce Ventures and existing investor Silver Lake. This funding has led to ServiceMax Asset 360 for Salesforce, which ServiceMax sells alongside Salesforce Field Service in a joint selling motion. This new product has the opportunity to greatly expand ServiceMax's reach in new industries and use cases.
ServiceMax Risks and Challenges
In 2021, ServiceMax made several leadership appointments. ServiceMax appoints Pavel Kovar as Chief Accounting Officer, Pavel to bring extensive public company leadership & experience to ServiceMax ahead of the public offering. Veteran HR Leader Sophie Ames was appointed as Chief Human Resource Officer. At ServiceMax, Ames will oversee the organization’s human capital strategy, empowering all teams to do their best work, amplifying the employee experience, and building an agile HR organization optimized for scale as ServiceMax shifts into its next decade of growth. She will also be a key driver in advancing diversity and inclusion goals and objectives.
Nell O’Donnell will join the ServiceMax executive team as Chief Legal Officer. O’Donnell will oversee the company’s legal and compliance departments and will report to ServiceMax CEO, Neil Barua. Additionally, two new board members were added Felicia Alvaro, the Audit Committee Chair of Cornerstone on Demand; and Callie Field, the Executive Vice President and Chief Customer Experience Officer for T-Mobile, increasing the size of its Board to eight Directors.
Alvaro and Field will be joining ServiceMax’s Board at a pivotal point in the company’s history as it prepares to be listed on Nasdaq following a business combination with Pathfinder Acquisition Corporation (NASDAQ: PFDR), a publicly-traded special purpose acquisition company co-sponsored by affiliates of HGGC and Industry Ventures (“Pathfinder”). Their particular expertise will play an integral role in helping the Board guide the company’s organizational focus and financial direction.
After having breaking record customer acquisitions in 2019, the question is will ServiceMax be able to continue expanding at this speed.
ServiceMax Ecosystem, Partners, Resellers and SI
ServiceMax has forged this extensive set of partner relationships of over 50 strategic alliances and certified partners globally. Current SI partners include global companies (such as Accenture, Capgemini and Tata Consultancy Services), regional integrators (including Bolt Data, NEC, Techedge, and more), and strategic partners (BearingPoint, GE Digital, Salesforce and more).
A list of technology ISV partnerships also helps ensure that ServiceMax customers obtain the capabilities and features they require. Current ISV partners include companies like Aquant, Nintex, and ProntoForms.
ServiceMax Cloud Platform (PaaS) and Infrastructure (IaaS) Details
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Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.
Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).
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