Service Information Delivery

Key Driver for Aftermarket Success.

Each year, companies invest thousands of dollars in systems and processes to improve their aftermarket operations—ultimately, to better serve their customers.

And while most of this investment is spent on specialized systems -- call centers, CRM , ERP, and PLM -- companies still struggle with critical service performance issues that lead to increased asset downtime and lower customer satisfaction.

Just ask yourself:

  • Does your call center personnel struggle to find the information they need to address customer questions or issues?
  • Do technicians find it easier to learn by trial and error than by reading complex manuals?
  • Does your service information contain illustrations that accurately explain tasks and procedures?
  • Is this information derived from, and linked to, product designs?

Deliver Better Service at Lower Cost with Better Service Information.

In order to transform a service organization from a cost center to a revenue-generating business, companies need to optimize their processes and develop a method for leveraging information to improve service quality. Information quality and the capability to deliver product- and customer-specific information to service technicians plays a critical role for the success of the organization.

Successful service documentation helps technicians quickly diagnose problems and perform maintenance and repair procedures. Ideally, service documentation gives each technician all of the precise and up-to-date information he needs, and only what he needs, in his native language, and in a format that meets his needs.

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Customer Success Stories

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Service Manual Application

PTC Delivers an out-of-the-box solution for Service Information

As with automating any process, an automated publishing solution requires design and implementation. PTC has developed an application using its dynamic publishing software that minimizes or eliminates this initial step, allowing you to get started with a fraction of the cost and time.

The service manual application is an application of the PTC Product Development System (PDS). The PDS is the only integral, end-to-end solution for improving service information quality while reducing costs and time-to-market. Because the PDS comes from a single vendor, PTC, it delivers the added benefits of lowest deployment and maintenance costs, reduced risk, and lowest total cost of ownership. While PTC aims to provide superior performance and value from our fully integral solution, we remain committed to open standards so that customers can freely choose any combination of products.

Out-of-the-box capabilities of PTC Service Manual Application

Support for standard service information types:

  • Procedures
  • Diagnostics
  • Hazard statements
  • Fault isolation tree

Implementation components:

  • Document Type Definition (DTD)
  • Stylesheet
  • Configuration files
Full information product development life cycle support

Authoring.

  • Component-based approach to authoring (facilitates reuse, improves quality, lowers translation costs)
  • Guided authoring templates
  • Automatic generation of common service manual parts (e.g. tables of contents, lists of figures, indexes)

Automatic Publishing.

  • Automatic publishing to PDF, web, CD-ROM, DVD, and HTML Help formats)
  • Multiple document layouts (two-column or single column formats, fold-out page formats)
  • Automatic styling based on industry best practices

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Interactive Technical Illustrations and Animations.

  • Embed interactive 2D and 3D graphics
  • Technical illustrations and animations derived from product designs (CAD)
  • Automated update of illustrations and animations as designs change

Content Management.

  • Support for compound documents
  • Automatic "bursting" of documents in reusable components (e.g. section, figure, warning)
  • Support for review/approval workflow
  • Version control
  • Access control
  • Change management

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