Positions ServiceMax as the first vendor to deliver secure, real-time communication designed for service teams
ServiceMax, the leading provider of cloud-based software for service execution, announced it has acquired Zinc, the company providing a frictionless way for service workers to get and share knowledge in real-time. The acquisition enables ServiceMax to expand its comprehensive 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.
Real-time communication is critical for the safe and efficient operations of service workers. Whether installing a new piece of equipment or servicing a pre-installed system, having all modes of communication at their fingertips allows technicians to get help instantly, solve complex tasks, receive updates and important company information, and much more. Zinc’s “all mode” communications offering provides users access to secure, enterprise-ready 1:1 and group messaging, voice, video, content sharing, push-to-talk, top-down broadcasts, hotlines, and communication analytics. Building on an initial integration between the two companies that began in April 2018, today’s announcement allows service teams to have access to the most comprehensive service execution offering on the market.
“No service execution strategy is complete without real-time communication,” said Scott Berg, CEO of ServiceMax. “Zinc’s purpose-built offering for service teams and success in adjacent markets, coupled with ServiceMax’s market-leading Field Service Management and Asset Service Management, will allow us to meet the needs of service workers who keep the world running every day. We know our existing customers will value the Zinc solution to further increase outcomes, such as first-time fix rates, while new customers will benefit by starting their service transformation journey with connecting and enabling service workers through real-time communication. This acquisition builds upon our ongoing strategy to accelerate ServiceMax’s growth initiatives and advance our vision for the Service Execution Management software market.”
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Whether the information is an urgent safety alert, tribal knowledge sharing, or a request for assistance, employees using Zinc can quickly get the information they need in real time. The Zinc platform also provides service workers with the flexibility to choose the best type of communication format based on urgency, privacy permissions, and surrounding worksite environment, all in a single application.
By running on all mobile devices and operating systems – including a desktop app designed for Windows and Mac and a browser option – Zinc makes communication easy not only between technicians, but also from office workers to the field. Existing integrations with ServiceMax allow object-specific “contextual communication” within the ServiceMax environment, allowing technicians to engage in communications about a specific work order, customer, location, or asset. As many service teams need to address talent issues such as shortages, aging workforce, or training pace, Zinc also allows its customers to analyze and visualize ongoing enterprise communications to discover experts and help drive engagement across organizations. By connecting service workers and enabling them to share real-time knowledge within the context of the task at hand, Zinc and ServiceMax together improve productivity, customer experience, and employee engagement.
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“Today’s field service leaders must prioritize more than process and operational efficiencies – they must also recognize the importance of empowering their field technicians to have the RIGHT interactions with customers,” said Aly Pinder, Program Director, Service Innovation & Connected Products, IDC. “The ability of ServiceMax and Zinc to immediately surface tribal knowledge in-context not only aids in solving the task at hand on a work order, this integrated solution can also lead to significant improvements in customer experience, as well an enhanced ability to help acquire and engage talent for these critical customer-facing roles.”
“ServiceMax’s history of bold innovation has been transforming field service organizations for well over a decade,” said Stacey Epstein, CEO of Zinc. “The perfect combination of Zinc’s modern, real-time communication with ServiceMax’s cutting edge and comprehensive suite will be unparalleled in the market, and I am thrilled to continue to help companies realize the promise of complete Service Execution Management.”
Zinc will continue to work with other field service management platforms and CRM systems including Oracle, Click, and Salesforce. Zinc and ServiceMax integration with the Salesforce platform will also be supported. Financial terms of the transaction were not disclosed.
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