ServiceMax Zinc is a real-time communication platform purpose-built for field service teams, enabling technicians to connect instantly with the right people and information to resolve issues faster and more accurately. By replacing non-compliant consumer messaging apps, Zinc helps organizations reduce mean time to repair, improve customer satisfaction, and enhance team collaboration—all while maintaining enterprise-grade security and compliance.
Hotline Communication
- Streamline expert access and internal support.
- Instantly connect technicians to subject matter experts via intelligent Hotline bots.
- Eliminate delays from call center queues and email chains.
- Track every support request and measure resolution time and service quality.
- Adjust staffing and workflows based on real-time demand analytics.
Broadcast Messaging
- Deliver urgent updates directly to the field.
- Send full-screen alerts to mobile devices that require user acknowledgment.
- Target messages by role, department, location, or skill set.
- Ensure critical information reaches the right people at the right time.
Team Collaboration Tools
- Enable seamless communication across your service organization.
- Support 1:1 and group messaging with text, voice, video, and file sharing.
- Share real-time location data for better coordination.
- Link conversations to ServiceMax records like Work Orders, Assets, and Cases for contextual access.
Enterprise-Grade Security
- Protect sensitive data with robust security architecture.
- End-to-end encryption and secure data centers.
- Multi-layered application and infrastructure security.
- Built-in business continuity and reliability protocols.
Privacy and Compliance
- Maintain control over data and user access.
- Full data ownership with customizable storage and deletion policies.
- Support for multi-factor authentication, SSO, and SAML 2.0 integration.
- Designed to meet enterprise compliance and privacy standards.
Frequently Asked Questions
Q: Can Zinc integrate with ServiceMax records?
Yes, conversations can be linked to records like Work Orders, Assets, and Cases for easy reference.
Q: How does the Hotline feature work?
Hotline bots route technician requests to the appropriate expert instantly, bypassing traditional support queues.
Q: Is Zinc secure for enterprise use?
Yes, it uses military-grade encryption and complies with enterprise security and privacy standards.
Q: Can I send alerts to specific teams or roles?
Yes, broadcast messages can be targeted by department, location, skill, or role.
Q: Does Zinc support multimedia communication?
Yes, it supports text, voice, video, file sharing, and location sharing.
Version History
v12.0.0 —— 13 Jun 2025
Performance & UX improvements—routine updates to enhance app responsiveness and user experience.
v11.4.0 —— 25 Apr 2025
Performance & UX improvements—continued refinements for smoother operation.
Issue resolutions:
00168607 — Fixed search by work_address (introduced in v11.1).
00168851 — Enabled users to join existing contextual conversations (introduced in v11.2).
00166898 — Standardized iOS hotline search behavior (introduced in v11.0).
