Recently, PTC released two new customer stories on practical uses of PTC solutions to streamline and improve operations. Each story is real and can be applied across a variety of industries. If you’re responsible for producing parts catalogs or improving your service delivery organization, these case studies are for you.
For over 80 years, the Schneider Electric North America product catalog, the Digest, has been viewed as a best-in-class product resource by customers. The 1,000-page Digest was developed as a print-first document. In 2012, 175,000 copies of the Digest were printed and distributed at a significant cost to Schneider.
High publication costs along with a labor-intensive effort to update information caused many delays in delivering timely information to customers. While surveys indicated 87 percent rating the printed Digest as either excellent or very good, only 68 percent rated the online PDF at the same level. The online PDF version of the Digest was too slow to download and use, did not provide an effective search capability, and was not compatible with mobile devices.
“Putting out the Digest every three years was a complex and expensive effort and did not meet all our customers’ needs,” says Kevin Habel, global product manager for the MOTIF environment at Schneider Electric. Read the entire case here.
Cars and trucks are becoming ever more complicated machines. This market reality was creating significant quality, uptime, and financial challenges for one well-known manufacturer of trucks, buses, and construction and industrial equipment.
The manufacturer has used case-based reasoning (CBR) for many years to troubleshoot issues and improve efficiency. CBR is a type of artificial intelligence that organizations deploy to capture effective procedures so they can be referenced and applied to solve recurring problems. To further improve this strategy, it needed a more intuitive way to author, store, and share knowledge.
In 2007, the manufacturer’s Trucks Technology service and repair organization deployed PTC Servigistics Advisor to support local truck dealers. With Servigistics Advisor, technicians are able to use guided troubleshooting and natural language processing capabilities to help dealer service personnel resolve more unique customer issues on the first call.
Servigistics Advisor is allowing the manufacturer to capture knowledge on repetitive problems and greatly reduce the time needed to author new solutions. Read the entire case here.