LiveWorx 17 Service Wrap-Up



With LiveWorx 17 behind us, the excitement generated by the thousands of attendees, partners, and of course, cutting-edge technology, is still palpable. PTC’s CEO, Jim Heppelmann, started his keynote by stating that it's become PTC's sole mission to help customers harness the value created by the physical & digital worlds.

The convergence of the physical and digital opens up opportunities for the service lifecycle, streamlining operations, improving customer outcomes, and opening up revenue opportunities that were simply not possible before. Here’s how the physical and digital worlds can come together, with the power of the Internet of Things, and PTC.

 

1. The possibilities for service are endless when design can address service issues faster and more easily at the source

When service information from assets, equipment, and technicians can be looped back into the design process, instead of repairing a chronic issue, OEMs and manufacturers can design products avoiding recurring issues. More than that, when feedback is incorporated seamlessly, design can happen for serviceability. For example, if replacing a power source on an asset requires multiple steps and several tools that affect mean time to repair, designing a power supply that’s easier to access improves repair times, the technician experience, and customer outcomes.

 

2. When sales and engineering can look at the same data, powered by IoT connectivity, they can offer customers a better and more personalized experience

A dashboard that pulls data directly from field equipment is useful to engineers, of course, who can offer service and functionality recommendations. For example, when there is an equipment malfunction, an engineer with direct visibility into the asset can see that a software update needs to be performed, or that a component has failed, and can walk a customer through an update, or dispatch a technician with the most accurate information and even the right part in hand. But this information also becomes invaluable for sales when it comes to nurturing customer relationships and selling additional services. How? An account executive can see that a customer might need more on-call service, additional support, or a supply of accessories. By anticipating a need, sales, engineering, and customers are aligned around asset performance.

 

3. The universal “language” of 3D, augmented reality, and virtual reality can eliminate the “loss in translation” that happens in complex technical documentation

LiveWorx 17 Service Parts Management

Dealers, customers, and field technicians all rely on service documentation to troubleshoot and maintain equipment. The ability to quickly and efficiently get an asset back up and running depends on this technical documentation to be accurate to the model, to its particular iteration, and to its parts. Without this fidelity, service is delayed and equipment is unavailable. Using advanced technology like AR, VR, and 3D illustrations, technicians can get easy to understand, just-in-time information, without worrying about whether a document was accurately translated. They can see repair information overlayed on an asset, compare to original operating state, and more. And of course, instead of rifling through a heavy paper manual, technicians can call up documentation on tablets, mobile phones, or AR-enabled glasses.

 

4. The Iot turns your equipment into a “sensor” for your relationship with the customer, turning customer relationship management on its head

Customers aren’t very effective sensors. They typically don’t contact you until there is an issue, which puts you into firefighting mode. When your equipment is sending constant feedback back to your service, sales, and account teams, there is an opportunity to be proactive in managing the customer experience.

 

5. The IoT turns your data into usable, actionable information

At LiveWorx, PTC’s Jim Heppelmann tells us that if data is the new oil, you’re going to need a new refinery. Equipment in the field can generate hundreds and thousands of points of data, which can quickly become overwhelming and useless without the strategy behind its collection. By formulating a business case for each point of data collected, and pulling it into a cross-functional, IoT-enabled dashboard, OEMs, manufacturers, and service providers can make sense of information and put it to use.

 

PTC is at the frontier of innovation in the new industrial revolution, with a vision that has become the industry’s vision. Connecting physical to digital, in service of your customers. Where you go next depends on where you are now, and what your organization’s vision is. Learn more on our LiveWorx Service Hub.