Issue Report and Feedback
ServiceMax has launched a new feature called Issue Report and Feedback. This feature enables service organizations and service users to report incidents, non-conformance issues, and provide product feedback directly in the field. Once captured in ServiceMax, these reports and feedback are automatically sent to the Product, Engineering, and Quality teams for analysis and appropriate action, such as:
• Proactively address non-conformance issues jointly with the Service Organizations.
• Streamline product improvement opportunities discovered by the Service Organization.
• Resolve non-conformances as quickly as possible to prevent any recurrence.
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Users can report the incidents or provide product feedback on the Web delivery or ServiceMax Go app.
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The end-to-end integration between ServiceMax and PTC PLM application (Windchill) consists of the following building blocks:
• PTC Windchill Issue Management Solutions: The PTC Windchill Issue Management Solutions is a robust platform used to manage and improve product quality, reliability and performance with a large customer base. The Product and Quality teams in the Windchill system can review non-conformities, identify root causes, and eliminate problems. The Windchill system can take corrective actions encompassing long-term solutions to prevent recurrence of the issue.
• ServiceMax: ServiceMax is a leader in field service management and purpose-built for asset-centric industries. It offers features, services, and integrations that accelerate digital transformation spanning the service lifecycle. ServiceMax enables the Service Organizations and the Service Users to report incidents or issues and provide feedback related to the products or on the field.
• PTC Atlas: The feedback can be sent to the Windchill system using PTC Atlas as the middleware platform. The Workflows in the PTC Atlas platform can run as scheduled, pulling data from Salesforce and pushing it to the Windchill system.
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The ServiceMax-Windchill Integration for the Issue Report and Feedback feature is now available as a Beta release. Contact the ServiceMax Support Team or your Account Representative if you are interested in enabling the end-to-end integration between Windchill and ServiceMax.
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The objective is to maximize the potential of the Windchill Issue Management Solutions and ServiceMax Core by establishing an integration between the two. Users can report the incidents or provide product feedback associated with an Installed Product or Product and forward them to the Windchill system for assessment and prioritization. If the incident report leads to a change notice, the change order can be executed in ServiceMax Core using Field Change Order.
The following diagram explains a high level workflow of the Issue Report and Feedback feature.
Reference Topics