Use ServiceMax Zinc to connect the entire ServiceMax team

Service teams, from the back office to the field technician, need access to information, knowledge and people to be successful. ServiceMax Zinc is a communication and collaboration platform that integrates with the tools service teams already use, so they can collaborate in context and get the information they need, when they need it. Zinc brings structure, automation and control to communication and collaboration.

Increase the efficiency of service resolution

ServiceMax Zinc connects everyone, enabling organisations to reduce mean time to repair, increase customer satisfaction and improve employee engagement.

➤ Smart collaboration

Designed for service teams, ServiceMax Zinc integrates seamlessly with existing service records, workflows and tools. An integral part of all ServiceMax products, Zinc facilitates service collaboration across teams and personas, providing instant support and access to experts.

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➤ Drive efficiency with automation

Make collaboration faster and easier. Eliminate routine collaboration tasks and use AI-powered bots, hotlines and automation to route and track requests.

➤ Gain insight and security

Track engagement across conversations and broadcasts and access analytics on team collaboration to optimise processes and increase employee engagement. Robust security and encryption ensure that all team members meet compliance requirements.

➤ Stay connected, stay on track

ServiceMax Zinc allows technicians to easily deliver information in the most appropriate medium. In addition to messaging, voice/video calls, content sharing and location sharing, Zinc offers live AR video calls to help technicians diagnose issues properly. Broadcasts alert teams and groups to new processes and procedures.

Collaborate smarter, faster, and more intuitively

Zinc improves the connectivity of service teams through structured communication, automation and collaboration. Integrated with existing tools, teams seamlessly access contextual information. Hotlines enable rapid technician-to-expert troubleshooting. Conversations are stored in service records and linked to objects such as work orders and contracts for future reference. Zinc is embedded in ServiceMax Go, Engage, ServiceBoard and SFDC, ensuring collaboration across familiar platforms. Accessible via desktop apps (Windows, Mac), mobile apps (Android, iOS) and the web.

Automate routine collaboration tasks

Eliminate routine tasks with Zinc. Zinc uses bots and automation to streamline task routing and tracking, improving collaboration with speed and accuracy:

Chatbots intelligently route incoming hotline requests to subject matter experts.
Clarify messages and route them to the appropriate teams
Send reminders to ensure each request is resolved
Escalate requests as needed to get the right answer quickly
Manage users and ensure the right people get the right message
Automatically include team members in relevant conversations when they are added to the relevant work order or SFDC record

Analyze usage trends

Information flows through organisations in many ways, providing insight into inefficiencies, weaknesses and gaps, such as training needs or process failures. Analytics help service managers understand communication patterns - who, what, when and why. Fast deployment and easy-to-use administration ensure rapid time to value, with robust security and compliance.

Explore Zinc features

 Messaging

Send text, photos, videos, files, locations or audio. Create new 1:1 or ad hoc groups. Camera-to-Text (OCR) to scan text from photos. Speakerphone mode - new text messages are read out loud.

Video calling and annotation

Annotate live video overlay for remote troubleshooting and collaboration. Capture still images from video to stream, annotate and share.

 Broadcasts

Send long-form text, photos, videos or files to targeted audiences. Optional urgent delivery setting ensures all users must read and view broadcast content before using the app for compliance and reporting purposes.

Hotlines

Set up hotlines for technical support and access to experts. Track questions and help requests with a simple ticketing system, with status and timestamps for accountability.

Intelligent bots and AI

Use intelligent automation to route hotline enquiries to the right subject matter experts. Zinc bots ask questions and route requests based on user responses, with options to send reminders and escalate requests.

Integrations across ServiceMax

Zinc is built into all ServiceMax products. Seamless integration with ServiceMax Core, Service Board, DataGuide, Go and the ServiceMax Engage mobile apps.