one such example; as a vendor of field
service management solutions, it was
devoid of any legacy infrastructure that
might have encumbered field service
teams and readily embraced Zoom for
its customer-facing interactions and
utilised tools from Salesforce and its
own real-time communication tool, Zinc,
to effortlessly transition into a remote
working paradigm. Notter relates that
this was also necessary to ensure
ServiceMax practices what it preaches,“We can’t go into an environment try-
ing to sell digital transformation to a
business if we haven’t been on the
journey ourselves.”
Although remote working methods
could never replace the in-person ‘ride
alongs’ that ServiceMax used to under-
stand customers’ business objectives
pre-COVID, Notter still praises the
definite benefits that new workplace
trends are bringing. For example, one
of the current problems facing service276
FEBRUARY 2021SERVICEMAX