What is service optimization?
While service has traditionally been viewed as a reactive necessity, service leaders are now proactively redefining their approach. They are making the shift from a reactive, break-fix model to operating with greater insights and knowledge. Service is becoming a strategic growth driver and a lever of digital transformation across the organization. PTC’s service optimization solutions digitally transform how service is planned, managed, and executed by leveraging advanced digital technologies. This enables service organizations to optimize the performance of physical assets across their lifecycle to maximize customer value while enabling critical outcomes for the business.
Why service optimization?
Changing economic conditions and macro pressures impact service operations, customer demands, and supply chains. This makes service optimization more important than ever for:
- Maximizing asset utilization & readiness to meet customer commitments
- Reducing operating & maintenance costs to improve competitive advantage
- Protecting & uncovering opportunities for predictable service revenue
- Generating higher operating margins to support profitability initiatives
- Empowering service workers with the right tools to get the job done
Service optimization technologies
To optimize service, PTC brings together solutions to proactively manage, maintain, and service critical assets across the entire lifecycle and accelerate the impact from a service transformation perspective.
SLM
Service lifecycle management (SLM) aligns field service management, service execution, parts management, technical communication, and support operations to ensure assets operate with maximum uptime.
With SLM, customers achieve maximum value over the serviceable life of a product, starting with installation, including ongoing maintenance, and ending with refurbishment or recycling after decommissioning.
PLM
Product lifecycle management for service improves service performance and technician efficiency with end-to-end management and delivery of configuration-specific service and parts information. With PLM, the most up-to-date service and parts information is extended from engineering to service in a highly accessible way, improving overall efficiency while reducing operational costs.
IIoT
Remotely monitor connected products deployed in the field to understand how they are performing and address issues before they become downtime problems. Advanced analytics and real-time visibility prevent downtime and increase customer satisfaction. Inform engineering with incident reports and product usage data to speed corrective action and drive future improvements.
Augmented Reality
Augmented reality (AR) improves service effectiveness and accelerates skill development while elevating customer satisfaction and reducing costs. It can transform field service by equipping technicians with the information they need at their fingertips, transforming paper-based materials into in-context digital instructions, and enabling knowledge sharing.
Service optimization case studies
PTC’s service optimization solutions provide the perfect mix of technologies to maximize customer uptime and satisfaction while lowering service costs.
ServiceMax
End-to-end field service management to proactively manage, maintain, and service equipment and machinery across every stage of the asset lifecycle.
Servigistics
Ensure optimal service parts supply, delivery, and costs with inventory control.
Arbortext
Efficiently create, manage, and deliver technical content.
Warranty
Utilize best-in-class warranty management software to maintain a view of service and product knowledge.
Vuforia
Improve service effectiveness and accelerate skill development with Augmented Reality.
ThingWorx
Increase uptime and reduce technician dispatches with IoT connected products and remote monitoring solutions.