Episode 23: Field Service Organizations Contribute to Sustainability Efforts Long Before it was Termed Cool!
In this episode of Speaking of Service, Aly Pinder, Research Vice President, Worldwide Aftermarket Services Strategies, IDC, speaks with Chris Wolff, VP of Strategic Partnerships at PTC, on his thoughts around how sustainability supports the field service world and drives value to the customer.
Field service organizations have been contributing to sustainability efforts long before sustainability was cool. What’s new is the view on how teams on the ground make better decisions to improve service and support greater sustainability efforts.
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On this episode of Speaking of Service, Chris MacDonald, PTC’s Head of AI and Analytics, and Joe Biron, General Manager, Strategic Missions Products at Microsoft, discuss the adoption of connected products strategies and how harnessing the data stream of your connected products and underlying data strategies can unlock business value.
Chris and Joe talk about how digital transformation and the use of IoT and advanced analytics are already delivering value to many enterprises. Companies are getting devices online, but lack confidence in using collected data, limiting the ROI on connected systems.
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Read Chris MacDonald´s perspective on predictive maintenance in this related interview.
On this episode of Speaking of Service, Chris MacDonald, PTC’s Head of AI and Analytics sits down with John Carroll, CEO and Founder of The Service Council™, to discuss the state of market execution and adoption, whether predictive programs are meeting expectations and how our proactive analytics journey can get back on track.
Chris and John talk about implementing predictive maintenance to drive a service strategy. As companies gather more data about their products, devices, and processes, there is a need to turn that data into a proactive service approach. But many companies struggle to fully realize the value of predictive service and transform their approach to one that is more cohesive.
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Read the Service Council's Research Insight on the Journey to Predictive Service
On this episode of Speaking of Service, PTC Head of AI and Analytics Chris MacDonald’s guest is Anthony Moffa, Senior Director of Smart Connected Products at PTC, to discuss how to successfully navigate hurdles incurred at the beginning or during a service transformation process and how to use lessons learned to improve performance and outcomes.
Chris and Anthony talk about what it takes to lead successful digital transformation initiatives and implement smart connected product strategies. It's not just about technology or opportunity, but also organizational skills and expertise.
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On this episode of Speaking of Service, Chris MacDonald, PTC Head of AI and Analytics, has a discussion with Billy Milligan, Solutions Development Lead at Howden, about the smart approach Howden applies to incorporate more sophisticated analytics by prototyping and listening to users.
Howden has successfully overseen the launch, expansion, and enhancement of its Uptime platform by carefully considering feedback and continuously improving its features to benefit decision makers.
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On this episode of Speaking of Service, Chris MacDonald, PTC Head of AI and Analytics, has a discussion with Chris Joynt, AI and Analytics Translator at PTC, on how to successfully navigate hurdles incurred at the beginning or during a service transformation process and how to completely transform customer relations and better capture expert knowledge for a smart long-term AI strategy.
Service leaders have focused on managing service efficiently, including parts management, dispatching technicians, and more. While this approach has generated useful historical data, it fails to capture how machines are being used.
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Explore a transformation roadmap approach organizations are advised to follow to bring AI to life.
On this episode of Speaking of Service, Chris Wolff, VP of Strategic Partnerships at PTC, talks with Aly Pinder, Program Director – Service Innovation & Connected Products at IDC, on how to successfully navigate hurdles incurred at the beginning or during a service transformation process and how to completely transform customer relations and better capture expert knowledge for a smart long-term AI strategy.
Service organizations are providing resolution and quality experiences in-person and remotely. To maintain high customer perception of service value without a technician onsite, service teams must take certain measures.
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On this episode of Speaking of Service, Chris MacDonald, PTC Head of AI and Analytics, has a discussion with Andy Hay, President and CEO, Sysmex America, Inc., about the company’s path to digital transformation and focus on driving health outcomes.
The medical device industry is highly regulated, and compliance with various standards and regulations is crucial. Smart connected products have revolutionized the way medical devices are designed, manufactured, and used.
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On this episode of Speaking of Service, Chris MacDonald, PTC Head of AI and Analytics, welcomes Danny Jackson, Digital Transformation Director, and Brian Allred, Global Director, Data Analytics and Digital Technologies at Autoliv, to discuss the company’s digital transformation journey and how it’s evaluated the strategic value of data.
The value of data can be measured and quantified through a specific use case where technology and data combine to create business value. However, the strategic value of data has a larger impact on an organization, as it can be applied to multiple use cases, not just one.
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Read the supporting report: Improve Service with Remote Condition Monitoring
On this episode of Speaking of Service, Chris MacDonald, PTC Head of AI and Analytics, talks with Yuri Hovanski, Associate Professor, Department of Manufacturing Engineering at Brigham Young University, and Nathan Hoyt, Internet of Things Software Developer at Bell & Howell, to discuss how BYU faculty and students are utilizing IoT data and platform technology to demonstrate how analytic solutions help small manufacturers to predict and prevent problems.
Connected operations provide Service and Quality insights that are valuable to both large and small manufacturing organizations. The benefits of connected assets, visualization, and analytics can result in positive ROIs for both large and small companies.
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On this episode of Speaking of Service, Chris MacDonald, PTC Head of AI and Analytics, sits down with Haroon Abbu, Vice President, Digital, Data, and Analytics at Bell & Howell, to discuss how the company utilizes data to provide remote service calls and conduct troubleshooting procedures prior to dispatching technicians to assist customers.
Bell & Howell’s approach to data significantly enhances the effectiveness and efficiency of service calls, as measured by first-time fix rate.
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Learn How Bell and Howell Transforms the Business of Service
On this episode of Speaking of Service, Chris MacDonald, PTC Head of AI and Analytics, talks with Chris Joynt, AI and Analytics Translator, about the advantages of organizations that put out strong quality data.
Successful implementation of AI at scale requires a focus on quality data. This responsibility is shared by everyone, not just data scientists and AI engineers. Organizations that stack use cases and take advantage of compounding returns prioritize quality data.
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Are You Ready to Capture Value from Predictive Service Today? Take the Quiz and Find Out!
On this episode of Speaking of Service, Chris Wolff, VP of Strategic Partnerships at PTC, sits down with John Carroll, CEO and Founder of The Service Council™, to discuss new data documenting current trends in dispatch cost and technology implementation, along with timely analysis of customer and company expectations for remote service management.
Manufacturers are relying more on digital tools to improve service experiences, as well as digital communication channels and remote service capabilities to lower costs, boost productivity, and increase customer satisfaction. The Service Council's new research examines the effects of digital transformation in manufacturing, especially for service teams, and analyzes the benefits and obstacles that service leaders encounter.
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Review the Service Council Report: Remote Service Becoming the Standard
On this episode of Speaking of Service, Chris Wolff, VP of Strategic Partnerships at PTC, welcomes Lora Estey, Product Manager at PTC’s Smart Connected Products Group, to discuss how business teams in the aftermarket industry are successfully meeting their goals for time to value and total cost of ownership, while also increasing profit margins and utilizing resources efficiently.
To achieve necessary performance, IIoT technology must have a short time to value and low total cost of ownership. This is especially important in an environment of rising interest rates, and crucial for meeting required program ROI.
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Read Lora's Blog: Service Your Products Better with a Connected Strategy
On this episode of Speaking of Service, VP of Strategic Partnerships Chris Wolff’s guest is Peter Barry, Product Management Director at Sani-Matic, to explain how the SaniTrend™ System's linked data streams generate customer value and aftermarket revenue for genuine digital transformation in the manufacturing industry.
Sani-Matic offers essential equipment for food & beverage and bio-pharm manufacturers that ensures systems are prepared for each batch or new product run without any cross-contamination or sanitation problems, which can negatively impact cost, final product quality, and throughput.
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On this episode of Speaking of Service, Chris Wolff, VP of Strategic Partnerships, is joined by Randy Thompson, Senior Business and Technology Architect at Transition Technologies, to talk about how collaborating with an integration partner does not result in additional costs.
Partnering with an integration partner does not increase costs. The right ecosystem can shorten project time-to-value and increase ROI. However, this is only true if working with an experienced and organized partner. By getting the right advice from the right team, total cost of ownership and time to value can be reduced.
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Discover more on how IoT for Service drives better business results
On this episode of Speaking of Service, Chris Wolff, VP of Strategic Partnerships, talks to Anthony Moffa, Senior Director of Smart Connected Products at PTC, about how companies can make the most out of their connected service strategies.
Companies must implement a strategy to connect their products to achieve desired value quickly and also reduce total cost of ownership, while getting faster time to value. The focus is no longer on why, whether, or if, but on how to start and speed up the process. Smart connected products in a connected service strategy lead to improved overall efficiency.
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Discover more on how IoT for Service drives better business results
On this episode of Speaking of Service, Chris Wolf, VP of Strategy Partnership, is joined by Jeffrey Miller, director of Digital Performance Management at Calypso, to speak on the topic of condition-based maintenance and how companies in the industrial sector can learn from military and defense when it comes to service operations.
Condition-Based Maintenance Plus (CBM+) is a US Department of Defense effort to enhance military asset readiness. The Naval Sea Systems Command (NAVSEA) has stated that proper execution of CBM+ guarantees timely and cost-effective maintenance, leading to improved operational availability. The industrial sector can learn from the military and defense's demonstrated success in this area.
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Discover more on how IoT for Service drives better business results
On this episode of Speaking of Service, VP of Strategic Partnerships Chris Wolff’s guest is Marco Zeller, Director, Remote Service & Io(M)T, Karl Storz, who discusses how Karl Storz, and other original equipment manufacturers, look for systems that offer the latest software updates for improved uptime, compliance, and cybersecurity. These systems must also provide operating rooms with fast value. Karl Storz ensures equipment safety and innovation to enhance patient outcomes.
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Discover more on how IoT for Service drives better business results
On this episode of Speaking of Service, Chris Wolf, VP of Strategy Partnership, talks with John Carroll, CEO and Founder of The Service Council™, about how he sees the current stage of field service and what are the predictions for the future and what should field service organizations look out for.
Companies now view field service and operations differently due to the current economic environment. Service has become a profit center instead of a cost center. What is the current state of field service, what does the future hold, and what should field service organizations be paying attention to?
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Read The Service Council Perspective on Remote Service Becoming the Standard
In this episode of Speaking of Service, Chris Wolf, VP of Strategy Partnership, chats with Jim Brown, President of Tech-Clarity, about his service market research and his perspectives on field service and current developments.
Service transformation is necessary in current economic conditions. Profitability and asset longevity are crucial. Leaders can build on early efforts and apply lessons learned to drive repeatable value. Those who have not started may face competition from more mature organizations.
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On this episode of Speaking of Service, Chris Wolff, VP of Strategic Partnerships at PTC, is joined by Howard Heppelmann, Divisional Vice President of PTC’s IoT Business, to discuss Howard’s perspectives on the service market, particularly PTC’s commitment to service.
McKinsey & Company analyzed 30 industries and found that the average earnings before interest and taxes (EBIT) margin for aftermarket services was 25%, while new equipment sold had a margin of 10%. PTC prioritizes service and aims to bring value to customers’ service strategies.
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Discover More on How to Grow your Service Business with PTC´s Service Optimization Solutio
In this episode of Speaking of Service, Chris Wolff, VP of Strategic Partnerships at PTC, and Martina Stefanon, Business Development Manager IMA Digital at IMA Group, discuss IMA Group’s IoT customer journey and business model—a state-of-the-art predictive maintenance and real-time monitoring service.
IMA Group, a key player in the packaging industry's IoT sector, uses PTC's Service Optimization Solutions to bring about a significant change in the IoT customer journey and business model. Chris talks with Martina about her visionary marketplace for algorithms.
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Discover more about how IMA builds new value for themselves and their customers using IIoT
In this episode of Speaking of Service, Aly Pinder, Research Vice President, Worldwide Aftermarket Services Strategies, IDC, speaks with Chris Wolff, VP of Strategic Partnerships at PTC, on his thoughts around how sustainability supports the field service world and drives value to the customer.
Field service organizations have been contributing to sustainability efforts long before sustainability was cool. What’s new is the view on how teams on the ground make better decisions to improve service and support greater sustainability efforts.
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On this episode of Speaking of Service, VP of Strategic Partnerships at PTC Chris Wolff’s guest is John Ragsdale, Researcher and VP of Technology Ecosystems at Technology Services Industry Association (TSIA), to discuss progressive technology in service.
The world of service is more exciting than ever with advanced capabilities like remote resolutions. However, many industries still rely on their own technology. The focus now is on companies using emerging AI capabilities to benefit from smarter solutions such as predicting issues and understanding patterns.
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Unplanned downtime is the enemy of efficient service, and when technicians are forced to react rather than predict, the resulting services is expensive, inefficient, and unsustainable over time and potentially harmful to customer relationships. Therefore, IOT predictive maintenance needs be top of mind for all field service organizations and the greater eco system.
In this episode of Speaking of Service, Mohan Gatta, Managing Partner, Service Lifecycle Management, Tata Consultancy Services (TCS), joins host Chris MacDonald, AI and Analytics expert, to share his perspectives on the need for predictive maintenance within the field service organization, what he experiences with customers, and how those learnings can in turn drive greater returns for other customers.
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Industrial Machine Builders Podcast
"If you listen to your equipment in the field, you actually hear what your customers are saying to you, and that is the mindset change. I don’t really want to sell the piece of equipment—I want to sell the value that it delivers to that end user."
John Cote, Senior Director of Product Marketing, PTC
ThingWorx offers all the capabilities needed to extract value from smart, connected products and operations. With IIoT applications and solutions built on a market-leading technology platform, ThingWorx is the best IoT choice for companies serious about industrial innovation.
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