Remote Service: What are you waiting for?

Remote Service Parts ManagementThe printer in the office, the one closest to our department, went offline again. This is an annoyance that companies and users experience every day. It got us thinking. 
What if?

  • What if the repairman knew there was an issue the printer at the same time we did? 
  • What if he could diagnose the issue before coming to look at the printer? 
  • What if he could log in and fix the printer without even coming to see it? 
I recognize and admit that this is a rather simplistic analogy. In reality, these questions point to how smart, connected products can enable the technician and change the way things are serviced. The value is clear, but does it apply to everything? When determining the impact of Remote Service, some of the factors to consider include:

Long Life - Does your organization manufacture and service  equipment with designed to last for year, even decades? Is there an opportunity to provide spares, wears are services to your customer over that extended lifespan?

You should be offering remote services.

High Value - Does your equipment represent a major investment for your customer? Is the total cost of ownership a key factor for their business?

You should be offering remote services.

Critical Functionality - Is your equipment a critical link in your customers operation? Does unplanned downtime drive huge financial cost? Does your equipment provide mission-critical outcomes?

You should be offering remote services.

If you’re not already investigating how a Remote Service solution can transform your service organization and the value proposition for your customers, you should be.

Why should I offer remote services? Four Reasons.

1. Improve Customer Experience – Enabling your technicians with Remote Service can drive up to a 25% reduction in asset maintenance costs and increase availability nearly 35%1

2. Increase response times – Nearly 50% of Best in Class companies have field assets that are connected with 45% executing auto dispatch

3. Increase operational efficiency – One customer reduced the Mean Time to Repair (MTTR) their 
equipment by nearly 50%. Not only did this reduce their costs to service the equipment, it significantly increased the up-time and availability within their customers’ operations.3

4. Save money and time dispatching technicians - one client was able to resolve 17% of of their service issues remotely

With quantifiable results for the issues your service organization faces today, the question isn't "should I have a remote service organization?". The question is “What are you waiting for?”

To learn how best-in-class organizations are using PTC's Remote Service solutions to improve first time fix rates, reduce onsite service visits, and improve equipment uptime, visit the Remote Service Success Stories page. 
For information on how PTC can help transform your service organization, visit PTC Remote Service or ask to have an SLM expert contact you.


1. US Department of Energy
2. Aberdeen – March 2015
3. Varian Case Study

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