Field Service Optimization Solutions

Improve first-time fix rates, reduce truck rolls, and maximize customer satisfaction. Transform your entire service chain and surpass your competitors.<br /> <br />Start your field service transformation by reading the buyer’s guide below.

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What is field service optimization?


PTC’s innovative service optimization suite includes applications of CAD (computer-aided design), PLM (product lifecycle management), IIoT (industrial internet of things), AR (augmented reality), and SPM (service parts management) digital technologies. This combination transforms all aspects of service, and with purpose-built capabilities, delivers faster time to value, lower total cost of system ownership, increased service effectiveness, and growth of aftermarket revenue.

This unique portfolio connects products in the field to the entire value chain, driving new aftermarket business, and informing engineering and operations of the performance of products deployed to the field.

Top challenges in the field service industry

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Today, field service departments face many challenges, including increasingly difficult service level agreement terms including extended uptime and faster responses. Factoring in increasing worker shortages and inconsistent technician experience levels makes daily life even more difficult.

Watch the video on how PTC’s service technology portfolio drives service transformation—including up to 60% faster time-to-value. When delivered via a “value ready deployment” (VRD), this portfolio can achieve up to 40% lower total cost of system ownership. And as a follow up, read Gatepoint’s Pulse Report on the latest trends in service optimization.

Get the Report
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Three ways to optimize field operations

By optimizing field service operations, organizations can both maximize customer uptime and satisfaction while lowering service costs. How can they achieve this? Speed response and minimize dispatches through remote condition monitoring, predictive maintenance, and remote service capabilities. Increase first-time fix rates and minimize return visits with better call planning and remote diagnostics. Reduce on-site technician time with AR-enhanced work instructions.

<p>By optimizing field service operations, organizations can both maximize customer uptime and satisfaction while lowering service costs. How can they achieve this? Speed response and minimize dispatches through remote condition monitoring, predictive maintenance, and remote service capabilities. Increase first-time fix rates and minimize return visits with better call planning and remote diagnostics. Reduce on-site technician time with AR-enhanced work instructions.</p>

Maximize customer uptime

With real-time data, service levels and financial performance are improved. Time-based maintenance becomes condition-based maintenance and predictive maintenance programs can detect issues before they become real problems and allow resolution at optimal schedules and cost.

With real-time data, service levels and financial performance are improved. Time-based maintenance becomes condition-based maintenance and predictive maintenance programs can detect issues before they become real problems and allow resolution at optimal schedules and cost.

Minimize technician dispatches

Increase first-time-fix-rates by understanding issue root-causes in advance, so technicians arrive with needed parts, documentation, work instructions, and training.

Increase first-time-fix-rates by understanding issue root-causes in advance, so technicians arrive with needed parts, documentation, work instructions, and training.

Maximize service revenue

Service revenues can be maximized in several ways: Commonly, organizations can increase the efficiency and the speed of their service models to this end. More recently, new service business models are being adopted with the benefit of increased profitability and revenues..

Service revenues can be maximized in several ways: Commonly, organizations can increase the efficiency and the speed of their service models to this end. More recently, new service business models are being adopted with the benefit of increased profitability and revenues..

Flipping the script: How IoT is transforming the service industry

Amid worker shortages and digital disruption, uncertainty about equipment performance, efficiency, and customer satisfaction is common and threatens competitive advantage. Savvy service leaders adopt a connected service strategy to address this while also leveraging key value drivers to transform their business.

Transform Service
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Gain access to powerful information by combining IoT and AR

In a recent research analysis by the Service Council™, service providers indicated that first-time fix rate and workforce resolution were their top metrics. Find out how IoT and AR work better together to achieve these goals.

Explore the Story

Transform your service model and your workforce

PTC’s service optimization solution provides the perfect mix of technologies to reduce the cost of service and help accelerate the productivity and efficiency of service technicians.

With advanced analytics and real-time visibility into the health of your products, you will know exactly what is wrong, why it went wrong, and ensure your technician has the right parts and procedures to fix the problem—sometimes before it happens. And, with remote software content management you can minimize how often technicians even need to be dispatched, keeping costs down and reducing the number of technicians necessary to service your assets.

But, when you do need to train new technicians, augmented reality helps with onboarding and continuous on-the-job training. From 3D, step-by-step instructions to over-the-shoulder guidance and expert knowledge capture—you can ensure your workers have the information they need to fix things the first time, every time.



Improve Service Efficiency

Increase productivity across the value chain with technology that helps you do more with less—with speed and scalability.

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Maximize Revenue Growth

Increase service profitability up to 50% and improve customer lifetime value for a sustainable competitive advantage.

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Reduce Field Service Costs

Control costs for truck rolls, warranties, and inventory through predictive maintenance, remote monitoring, and more.

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 Optimize field operations and increase profitability

Remote condition monitoring

Increase uptime and reduce technician dispatches to improve first-time fix rates and customer satisfaction.

 Augmented reality for service

Improve service effectiveness and accelerate skill development with AR capabilities while also elevating customer satisfaction and reducing costs.

Enable predictive maintenance

 Discover how predictive maintenance can dramatically cut unplanned downtime.

Minimize truck rolls

Lower the costs associated with service by reducing truck rolls and improving first-time fix rates.

Explore new business models

 Give your customers new reasons to buy from you. Introduce new products, optimize existing offerings, and adopt new business models that address emerging market needs.

 Deliver product as a service

 Your smart, connected products are rich in revenue potential. Attract new customers by shifting value from the physical product to its usage and benefits.

Remote condition monitoring Increase uptime and reduce technician dispatches to improve first-time fix rates and customer satisfaction.  Augmented reality for service Improve service effectiveness and accelerate skill development with AR capabilities while also elevating customer satisfaction and reducing costs. Enable predictive maintenance  Discover how predictive maintenance can dramatically cut unplanned downtime. Minimize truck rolls Lower the costs associated with service by reducing truck rolls and improving first-time fix rates. Explore new business models  Give your customers new reasons to buy from you. Introduce new products, optimize existing offerings, and adopt new business models that address emerging market needs.  Deliver product as a service  Your smart, connected products are rich in revenue potential. Attract new customers by shifting value from the physical product to its usage and benefits.

Learn why PTC is a service leader among top IIoT platforms

IDC MarketScape

IDC MarketScape names PTC an IIoT leader in the latest report on worldwide IIoT platforms and applications.

IDC MarketScape names PTC an IIoT leader in the latest report on worldwide IIoT platforms and applications.

SPARK Matrix™

Get your complimentary copy of this report from SPARK Matrix™ and learn why PTC was selected as a top vendor among IIoT solution platforms.

Get your complimentary copy of this report from SPARK Matrix™ and learn why PTC was selected as a top vendor among IIoT solution platforms.

Field service optimization case studies

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Bell-And-Howell
Elekta
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Flowserve
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Strama-MPS

Strama-MPS improved OEE through real-time performance monitoring and production line adjustments. Their key to success was to reduce service costs and customer downtime through remote monitoring and diagnostics. Dive into their story and learn how.

Read the Strama-MPS Story

Celli

Celli Group transforms the food and beverage industry with predictive maintenance and their overall digital transformation strategy. Find out how they reduced equipment failures by 13% to prevent lost revenue.

Read the Celli Story

Bell and Howell

Discover how Bell and Howell was able to successfully complete 71% of service calls remotely and simultaneously achieved a first-time-fix rate of 92%.

Bell and Howell

Elekta

Follow the Elekta example and reduce costs via remote monitoring and service delivery. At Elekta 20% of service issues are resolved remotely without dispatching a technician.

Read About Elekta

Zeiss

Find out how Zeiss improved first-time-fix-rate by 7% in 13 months and had 85% of customers connect their devices for improved service.

More on Zeiss Microscopy

Flowserve

Hear how Flowserve avoided a $16 million cavitation problem and reduced unplanned maintenance costs and emergency work orders.

Listen to the Flowserve Story

BID Group

Discover how BID Group improved customer satisfaction and preference by digitally transforming both their own and their customers’ sawmill equipment and in doing so improved service efficiency and reduced travel and service costs.

Read the BID Group Story

Sani-Matic cleans up with data

Discover how Sani-Matic is enabling customers to automatically collect, record, and analyze cleaning data—helping them meet regulatory standards and improve the efficiency of the cleaning process.

Read the Case Study

PTC products to optimize field service operations

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Discover ThingWorx

 Implement and scale service-optimizing solutions with out-of-the-box applications and a robust industrial IoT platform.

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Vuforia Expert Capture

 See how augmented reality can help you transfer knowledge and expertise from skilled service workers to new hires.

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Vuforia Chalk

 See how Chalk helps service teams collaborate at any time, from anywhere, to solve problems.


Field service optimization resources and further reading

Improve service operations, increase customer satisfaction, and unlock value through service using the IoT and AR.

An executive guide for AI in service operations

Discover the key steps and use cases service leaders need to take in adopting AI.

Discover the key steps and use cases service leaders need to take in adopting AI.

Build a remote service implementation team

Surface the most important contributors to ensure that implementing your remote service strategy is a success. A cross-functional team is crucial to implementing clear processes, providing visibility, and scaling adoption.

Surface the most important contributors to ensure that implementing your remote service strategy is a success. A cross-functional team is crucial to implementing clear processes, providing visibility, and scaling adoption.

Why remote service is key to customer satisfaction

Fast, reliable service and asset performance are significant factors for happy, satisfied customers. Service leaders are transforming their service strategy with the IIoT to keep customer satisfaction rates climbing.

Fast, reliable service and asset performance are significant factors for happy, satisfied customers. Service leaders are transforming their service strategy with the IIoT to keep customer satisfaction rates climbing.

Smart connected tire platform

Discover how Bosch’s smart connected tire platform is a key differentiator for future-proof fleet solutions from safety to mobility in this white paper.

Discover how Bosch’s smart connected tire platform is a key differentiator for future-proof fleet solutions from safety to mobility in this white paper.

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