PTC Transforms Global Software Support, Wins Industry Award for New eSupport Portal
Named a “Top Ten Best Support Website” for 2013 by Association of Support Professionals
NEEDHAM, Mass. - July 11, 2013 - PTC (Nasdaq: PMTC) today announced its newly launched PTC eSupport Portal has been honored as a "Top Ten Best Support Website" for 2013 by the Association of Support Professionals (ASP). This distinction, given to companies that demonstrate excellence in online service and support, acknowledges the complete transformation of PTC's global support program that is designed to dramatically improve the customer experience. Earlier this year, PTC replaced its traditional software maintenance programs with an entirely new set of differentiated global support solutions that maximize user productivity, optimize system performance, reduce risk and help control costs.
According to a new report from the management consulting and research firm CIMdata, "PTC has made a significant investment in revamping their support offerings to ensure they provide more than just maintenance and defect fixes. They want to deliver the support expected by their customers and help them achieve the most from their investments in PTC and its solutions. The customer portal provides easy 24 x 7 access to available services, and the new and updated support structure and capabilities help customers use PTCʼs products more effectively to develop better products faster at lower cost."
The new award-winning PTC eSupport Portal provides support services that enable customers to personalize support resources, including new support options for its customers, an easier-to-use interface with improved search functions and more relevant knowledge-based articles.
"PTC's new eSupport Portal allows me to find the resources I need faster and it's easy to get to articles I've bookmarked for re-use," said Chris Collinson, engineering systems analyst, DEK International. "Not only am I saving my time, but I'm getting my users the application answers they need to maximize the features and move projects along faster."
The "Ten Best" award winners were selected by a panel of judges with expertise in web support design and implementation, using a scoring and evaluation process which covered the following areas:
- Overall usability, design, and navigation
- Knowledgebase and search implementation
- Interactive features
- Community engagement
- The major site development challenge
"Web support continues to evolve rapidly," says ASP founder Jeffrey Tarter. "Companies like PTC are demonstrating the importance of partnering with its customers by delivering a total support experience to meet their specific needs."
"This award for the PTC eSupport Portal is outstanding in that it recognizes the importance of this key customer facing component within our overall PTC Global Support Offering," said Tony DiBona, executive vice president, PTC Global Support. "PTC is committed to providing the best possible support experience to our global customers. We are honored to receive this award from the Association of Support Professionals."
According to CIMdata, "...PTC [is] focused on making the delivery of their support services personalized, proactive, social, and integrated. PTC is focusing on the right areas for improvement, and CIMdata expects to see continuous improvements in their customer satisfaction ratings as a result of this effort."
- The Association of Support Professionals 2013 Top 10 Support Website (announcement)
- CIMdata report, "Rethinking Application Support" (web site)
- PTC Global Support (web site)
About Association of Support Professionals (http://www.asponline.com)
The Association of Support Professionals is an international membership organization for customer support managers and professionals. In addition to its annual "Ten Best" awards, the ASP publishes research reports on a wide range of support topics, including fee-based support, services marketing, financial ratios, and support compensation. The ASP also hosts open-access discussion forums and a job board on LinkedIn.
About PTC (http://www.ptc.com)
PTC (Nasdaq: PMTC) enables manufacturers to achieve sustained product and service advantage. The company's technology solutions help customers transform the way they create and service products across the entire product lifecycle - from conception and design to sourcing and service. Founded in 1985, PTC employs over 6,000 professionals serving more than 27,000 businesses in rapidly-evolving, globally distributed manufacturing industries worldwide. Get more information at www.ptc.com.
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