Surging ServiceMax Doubles Space in Hacienda West

Growth in Business Requires Additional Room for Field Service Management Software Company

After just a year and a half in the business park, ServiceMax has moved into new offices that, at 17,450 square feet, are twice the size of its previous headquarters. Right across the courtyard, in the North building of the Hacienda West complex at 3875 Hopyard Road, the new space provides plenty of growing room for the innovator in cloud-based field service management.

ServiceMax met with success when it targeted the incredibly vast and complex field service universe. Thousands of companies around the world deploy service technicians to maintain and repair an enormous range of devices, from coffee machines to sophisticated medical imaging systems. The devices can have an equally broad range of components of varying degrees of sophistication and warranty coverage. The typical service call requires multiple related activities, from verifying customer entitlements and warranties to scheduling and workforce optimization to inventory and parts logistics.

Jeremy Frank, ServiceMax Marketing and Community Manager, describes a classic scenario: "One fuse might be under warranty for three years, a capacitor for two years, and other parts for different lengths of time. The technicians have many, many details to track, and they need easy, automated access to all kinds of information to do their jobs well."

ServiceMax took what used to be a paperwork nightmare and devised an elegant, streamlined solution. Integrating all requisite data, functions, and actions necessary to connect customers and field service personnel, its product is "the first and only complete suite of cloud-based, mobile, and social field service applications."

The growing role of service as a profit center is a strong impetus for focusing on this sector.

"In a very short amount of time, a lot of companies have come to the realization that service is far more important than they originally thought," Frank says, noting that in some organizations the service function has surpassed sales as a revenue generator. Providing a high level of service is a good way to make existing customers happy and keep them loyal. "We're seeing increased demand for products like ours that help companies manage their service organization profitably. If we're a bellwether for the industry as a whole, it is growing exponentially."

Over the past year ServiceMax has added about 20 new hires to its Pleasanton staff, reaching a current total of 45. The previous suite was not completely full, but the company foresaw the need for additional space and made the move in early September. "Once you are at capacity, a move takes longer, so instead of waiting to be cramped, we decided to be proactive," Frank remarks. The new space is "bigger and brighter, with beautiful views of Mount Diablo" - and it can accommodate up to 150 people.

ServiceMax also has an expanding international footprint. The recent signing of a customer in South Africa gives it a presence on every continent in the world, "except Antarctica," Frank quips. An office in the U.K. opened a few months ago, "so now we have offices in Pleasanton, in London, and Bangalore, India." Worldwide headcount is 150.

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