ServiceMax Zinc

by ServiceMax

Intelligent remote service

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Automate Routine Tasks

Get smarter about collaboration. Eliminate routine tasks and leverage bots and automation to route and track requests. Zinc uses automation to make collaboration faster, more effortless, and prevents things from slipping through the cracks.

  • Chatbots intelligently route inbound Hotline requests to the right subject matter experts.
  • Ask questions, clarify requests, and route messages to the right teams.
  • Send reminders to ensure every request is resolved.
  • Escalate requests as needed to get to the right answer, fast.
  • Manage user groups, update user attributes, and ensure the right people get the right message.
  • Automatically add team members to conversations when they are added to the corresponding work order or SFDC record.

Analyze Usage Trends and Improve Processes

Information flows throughout the organization in many different modes. Hidden in these communication threads are answers to possible inefficiencies, weaknesses, and information gaps, such as the need for more training or business process improvements.

  • With analytics, service leaders can finally see how their organization communicates—the who, what, when, and why. With quick implementation and easy administration, service teams get immediate time-to-value, all while being assured of enterprise-grade security and compliance.
  • View usage data, access communication maps, identify which regions or groups are communicating better, and ultimately correlate these patterns with your most important business metrics.
  • Maintain accountability and improve operations. Track engagement across different conversations and broadcasts.
  • Measure communication activities to optimize processes.
  • Analytics give insight into technician performance, staffing requirements, and support requests.
  • With enterprise-scale security, satisfy compliance requirements and communicate securely.
  • Hotline analytics show real-time request statuses, response times, usage patterns, and hot topics and questions.
  • Measure team engagement with analytics for Broadcast read receipts, Broadcast engagement details, and overall communication patterns.
  • Custom reporting options to configure analytics to meet your specific needs.
  • Full conversation data export available.
  • Configurable data retention time.
  • Enterprise-grade data center security, customer data security, and data encryption in transit.

Stay Connected, Stay Aligned

When technicians are in the field, they need instant access to information, resources and people to succeed. Zinc’s powerful remote service features allow teams to communicate 1:1 and in groups using text, voice, video and photo annotation, content sharing and location sharing.

  • Group conversations provide a flexible way for information to flow freely across the organization. Conversations can be connected to ServiceMax and Salesforce objects, allowing for fast and seamless discussion to happen within the context of a work order, installed product, case, contract and more. With a highly intuitive user experience, technicians easily troubleshoot in a 1:1 video call, join a team conference call with one tap, send their location to find a part nearby, and much more.
  • Messaging, voice/video calling, content sharing, and location sharing allow technicians to easily convey information in the appropriate medium.
  • Video annotations help technicians appropriately diagnose issues.
  • Broadcasts alert teams to new processes and procedures, ensuring safety and compliance.
  • Accessible via Windows and Mac desktop apps, Android and iOS mobile apps, and on the Web.

Enhance Communication Across Apps

Zinc connects the entire service team, enabling everyone to do their best work by adding structure, automation, and oversight to communication and collaboration. Integrated with the tools service teams already use, service teams can collaborate in context and get the information they need at the right time.

  • Integrations with key business applications including Box, Google Drive, Dropbox, SharePoint, and Salesforce ensure seamless knowledge sharing.
  • Integrations with ServiceMax Go, Engage, ServiceBoard, and SFDC allow teams to collaborate within the tools they already use for service.
  • Send Broadcasts to Engage and Go; no need to open Zinc.
  • Hotlines directly embedded in ServiceMax Go for field engineers to get answers quickly.