ServiceMax Go 4+

The most unintuitive, slow and confusing dispatching app I’ve ever used. The learning curve on this is MASSIVE. All this would be barely tolerable, if EVERY CLICK didn’t require the most painfully slow cloud sync! What the heck! … just look into ServiceTitan if your organization is shopping around.

Since implementing SM our whole business model has been destroyed. They claim the Customers are our most important and valuable asset. Since implementing SM we can no longer support our customer needs due to the complications the software has induced in our work environment. Our customers tell me directly that they now try to avoid calling in for support due to the extremely long wait times and the complexity in trying to schedule a service event. It’s been 6 months now and things are still terrible.
The FSEs can no longer order parts and have them onsite the next day. Now it has to go through many levels and quotes sent back to the customer for approval. What used to take me a matter of hours or a day to get a customers device back online now can takes days to weeks before they are back up and running.
Another point I find interesting is this is a GE product and the GE biomed shops don’t even use it. The ones I ask tell me they have never heard of it.
This software was not designed for the FSE. It was designed for the higher level management and the bean counters. There is nothing about this software that appears to benefit the FSE. Except, maybe, the fact that it takes so long to close a work order now that you will be earning more in the amount of overtime that you will need to close the work orders.
Looks like GE has found a way to sabotage their competition with this product.

Dear app reviews., please allow reviews to contain 0 stars.

SMX has nothing to offer techs in the field but headaches and frustration.

Every SVMX operational procedure sent to the field is a work around for SMX instead of an operational procedure.

We have good techs leaving in droves because of this new app. The operation is way to complicated and contains way to many steps not to mention all the glitches and ticket lock ups that happen.

Techs spend more time documenting their documentation then servicing our customers. I used to close a service orders in 15 minutes. Now it takes an hour minimum.
Now thanks to this garbage software we have much less productivity fixing equipment for our customers and more time updating the app.

This app isn’t about service at all , it’s about micromanaging people while sitting behind a desk in your home office so you can justify your job and send neat little spreadsheets and graphs in team meetings.
Literally nothing about this app has to do with service or the customer.

Parts ordering through this app is a joke at best.

Now our time cards are going to be done through this app even though it still doesn’t work correctly. It’s like watching a train wreck happing on slow motion.
I can smell a class action lawsuit waiting to happen when techs don’t get paid because of a company who uses this product.

Oh I do not recommend this app to anyone.