ServiceMax
Asset-centric field service management for equipment manufacturers
ProPay integrates with ServiceMax, a field service management platform. ServiceMax, now part of PTC, is asset-centric field service management for equipment manufacturers , it tracks the service history of complex physical equipment over its entire operating lifecycle, not just individual jobs. ProPay's triage decides what reaches it, then reads job status back to drive automated updates.
ServiceMax, now part of PTC, is asset-centric field service management for equipment manufacturers , it tracks the service history of complex physical equipment over its entire operating lifecycle, not just individual jobs. ProPay sits in front of ServiceMax and decides what actually needs to reach it, a work order only gets created after triage has already ruled out a no-truck-roll resolution.
What ProPay does with ServiceMax
ProPay engages the homeowner over SMS to collect model and serial numbers, photos, and symptom detail, then recommends repair, replacement, or call avoidance, before ServiceMax is involved at all. Where a truck roll is warranted, ProPay passes ServiceMax an enriched job: a predicted job code and the parts the technician is likely to need.
Before ServiceMax ever sees a work order, ProPay has already engaged the homeowner over SMS, collecting model and serial numbers, photos, and symptom detail, with 80 to 83 percent of homeowners responding. That triage is what decides whether a job reaches ServiceMax at all: 7.9 percent of submitted claims are resolved without a truck roll.
As the job moves through ServiceMax, asset service history, equipment maintenance records, and work order data, ProPay reads status back to drive automated homeowner and contractor updates over SMS, and validates the resulting invoice against the authorization record before payment releases.
How the ServiceMax connection works
ServiceMax connects through its platform API, which is where ProPay reads asset history and writes claim-related service outcomes.
Where ServiceMax doesn’t expose a field ProPay needs, a Forward Deployed Engineer builds the mapping during deployment. Triage, authorization, and payment can each go live against ServiceMax independently of one another.
What stays in ServiceMax
The equipment’s full lifecycle service history and asset management stay inside ServiceMax.
What changes is how much of a dispatcher’s day is spent on jobs that never needed a technician. ProPay resolves those before ServiceMax sees them, so the jobs that do reach ServiceMax are the ones that actually warranted a truck roll.
Data handling and security
The connection to ServiceMax runs on a company-specific ProPay instance, one client’s job data and customer records are never accessible to another. ProPay is SOC 2 compliant, with both Type I and Type II audits complete.
Every triage recommendation carries a confidence level and the inputs behind it, and is logged. Recommendations outside your configured thresholds route to a person before a job ever reaches ServiceMax.
Deploying the integration
A dedicated Forward Deployed Engineer builds and maintains the ServiceMax connection alongside your team, mapping job codes and dispatch fields to how ServiceMax is configured for your operation.
Frequently asked questions about ProPay and ServiceMax
Does ProPay replace ServiceMax?
No. ServiceMax keeps handling scheduling and dispatch execution; ProPay decides upstream what should reach it and enriches the job before it does.
How does ProPay connect to ServiceMax?
ServiceMax connects through its platform API, which is where ProPay reads asset history and writes claim-related service outcomes. Where no interface exists, a Forward Deployed Engineer builds the connector during deployment.
Does ProPay reduce truck rolls sent to ServiceMax?
Yes. Triage resolves 7.9 percent of submitted claims without dispatch, so fewer unnecessary jobs reach ServiceMax in the first place.
