Improving service quality, up-time and customer satisfaction are dependent on having the right knowledge to resolve your customer’s issue at the point of service. Without automated access to a strong service knowledge base, your contact center agents or field technicians have to scan piles of service manuals or bulletins to find the information they need to solve a customer’s problem. Without access to an efficient service knowledge management system, you risk low productivity within your service network and low customer satisfaction.
Our Service Knowledge and Diagnostics solution helps you create and leverage a knowledge repository so field service personnel, contact center representatives and even end-users can quickly and accurately diagnose product issues. You can solve highly complex and subjective problems more easily, with better consistency and in less time. Our solution features an advanced diagnostic framework that helps you find the correct information to solve your customer’s service issue quickly while avoiding costly and unnecessary dispatches.
PTC's service knowledge management system will help:
When enhanced with connected interactive diagnostics, this solution automates issue diagnosis and enables remote diagnostics by combining smart, connected products (SCP) with an intelligent knowledge base and rules. This connected solution reduces product down-time and accelerates diagnostics processes by incorporating connected machine data. By leveraging real-time IoT or “connected” technology solutions, you can better capture, analyze and diagnose product issue. With early and accurate diagnostics, you’ll be able to pre-empt product failures, boost remote technician, contact center and field engineer productivity and increase first-time fix rates.
"From a service perspective, product lifecycle doesn't end until we stop servicing that product."
Service Repair Parts Operation
Learn more about PTC Service Lifecycle Management
World class OEMs are looking to drive higher customer value. They're doing this by offering solutions to their customers. Rather than just designing and building products, they're focused on delivering solutions to their customers that drive high value. These solutions are the combination of their best products and their best services. As it turns out these services are driving high customer satisfaction, lots of customer retention, big revenue streams and high margins.
We find that the most successful and innovative OEMs are taking a holistic approach to product lifecycle. In general they're following 3 principles:
They create and maintain a single view of product history
They focus on delivering and capturing in-context rich information at the point of service
And they also focus on collecting and analyzing feedback on product performance to improve their services and their products inside their enterprise.
PTC’s unique approach to Service Lifecycle Management, or SLM, is product-centric. What this means is that the central organizing construct for services processes, data and history is the product itself. We've used this innovative approach to build 5 solutions around 5 key functions inside an OEM: Technical Information, Service Parts, Warranty and Contract Management, In-Service Product Support and Service Event Management.
I encourage you to learn more about how PTC's SLM solutions can drive product and service advantage inside your company.
PTC Service Strategy For Executives: An Analyst's Perspective Video
Aberdeen Report: State of Service Management White Paper
PTC Service Lifecycle Management Solution
PTC Servigistics Advisor
PTC Servigistics Advisor Analytics
PTC Servigistics Advisor Studio
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