ServiceBench

About ServiceBench

ServiceBench, an Asurion company, provides a cloud-based software platform designed for the service management industry. The company was founded in 1995 as Sideout Technologies Inc. by Rob Baily, Louis Rose, and John Estrada, initially developing electronic catalog software before rebranding to ServiceBench Inc. in mid-2000 to focus on warranty claims processing and service dispatch. In January 2008, ServiceBench was acquired by N.E.W. Customer Service Companies, which later became part of Asurion.

The firm's core offering is a field service management software that connects manufacturers, retailers, extended warranty providers, parts distributors, and service providers. It serves a wide array of industries, including appliances, consumer electronics, HVAC, plumbing, and IT hardware. The platform's business model is centered on providing a comprehensive solution to manage the entire post-sales service lifecycle, from service call initiation to final claims processing. Clients include major global brands like Whirlpool, Electrolux, Samsung, and GE Appliances.

ServiceBench's platform provides a suite of tools for managing service events. Key features include work order management, scheduling and dispatch, parts ordering, claims management, and mobile access for field technicians. The system offers real-time visibility into job status, technician location, and inventory across the supply chain, which helps to optimize operations and reduce repair cycle times. It also includes analytics and reporting dashboards to monitor key performance indicators and identify areas for improvement. A mobile application with offline capabilities empowers technicians by providing them with job details, customer information, and the ability to process payments onsite. The platform is designed to be scalable for businesses of any size and integrates with various business systems through standardized APIs.