Case Study: ShotSpotter achieves complete visibility and faster, more reliable field service to protect public safety with ServiceMax

Gunshot Detection Leader ShotSpotter Taps ServiceMax for Complete Visibility into Every Product, Work Order, and Service Partner

ShotSpotter, a leader in gunshot detection with sensors deployed in more than 90 cities worldwide, relies on its field service team to keep sensors online because downtime directly affects public and officer safety. Rapid growth exposed limits in a patchwork of Excel and Salesforce tools that couldn’t scale or provide reliable tracking of device locations, maintenance histories, service commitments, or management of dispersed third‑party contractors.

In July 2014 ShotSpotter deployed ServiceMax to gain end‑to‑end visibility and integrate with existing systems; contractors receive auto‑generated, updatable work orders, and managers can monitor performance and capture field diagnostics. The platform sped troubleshooting, informed product design changes, and helped drive customer advocacy—resulting in a 23‑point improvement in Net Promoter Score (May 2015–June 2017) and a 98% customer renewal rate.

ShotSpotter

Jeff Jaeger

Field Service Manager