Today, the aftermarket business of parts and service provide the main source of growth for many OEMs.  Based on lessons from the recent past, well executed connectivity with equipment deployed at customer sites both enables and optimizes service delivery; those who made the investment in connectivity made great use of it, while those who resisted, wished they had.

PTC’s Service Optimization Solution provides the right set of applications to take service teams out of a costly and inefficient break/fix service model that is overly-reliant on a field-deployed service team, while reducing truck rolls/technician dispatches, improving first-time-fix rates and shortening mean-time-to-repair.  Real-time, condition-based monitoring and service let you react quickly and provide the basis for predictive service that reduces cost, maximizes uptime and increases end-user satisfaction and ROI.  Remote service capabilities, such as remote software management, enable remote root cause analysis and repair without a dispatch.  With visibility and advance notice, your customers can take a more active role in performing their own service; visibility into their own equipment performance, combined with augmented work instructions and augmented expert guidance provide the confidence they need to execute their own procedures, saving time and money and increasing customer satisfaction.  However, when a technician has to go on-site, better call planning from remote monitoring ensures that they go once and only once, arriving with the right tools and parts and with support from augmented work instructions and remote assistance. 

OEMs using PTC’s Service Optimization Solution have been able to

• Reduce service costs by 3-8%  
• Resolve up to 70% of issues remotely  
• Improve first time fix rate to over 90%