THE FUTURE OF CONNECTED SERVICE Jim Sweeney VP Solution Management November 15,2016 PTC Forum Europe Stuttgart, Germany
SERVICE CHALLENGES TODAY OEM Revenue & Profitability Losing significant parts revenue to competitors Reactive models and high cost on-site service channels constrain EBITA improvement Technicians and customers struggle to identify the correct technical information and parts High service parts inventory and logistics costs relative to fill rate and availability targets Aging workforce limits ability to scale Customer Retention and Satisfaction Customers demanding enhanced service and outcome based contracts Customer total cost of ownership perceived to be too high Poor service experience has a negative impact on brand loyalty and customer satisfaction OEM is a part vendor versus strategic partner limiting ability to impact customer value drivers All while Service leaders are tasked with driving more revenue and profitability for the Enterprise 2
IIOT CHANGING SERVICE APPROACHES Remotely access, diagnose and service your equipment Connect your equipment directly to your field service organization Predict failures to improve uptime for connected equipment 3
EMERGING SERVICE TRENDS Enable augmented reality to transform the service capability and experience Use your connected equipment to predictively model and plan your service business 4
KEY MOTIVATORS -Keith Larson VP Content Putman Media Smart industry 2016 5
WITH EMERGING NEW BUSINESS MODELS Flight Hours not just Jet Engines Images not just MR Imaging Platforms Document Services not just Printers By 2018, 40% of the top 100 discrete manufacturers and 20% of the top 100 process manufacturers will provide Product-as-a-Service platforms. (IDC, 2015) 6
SERVICE TRANSFORMATION Drive unprecedented value for your customers and your organization by redefining the entire service model 7
THREE STAGES OF TRANSFORMATION The road to complete connected service transformation can be thought of as three distinct stages, building on each other in sequence: 1. Understand Make smarter decisions by analyzing your service and product data in real-time 2. Advance Differentiate your service offering by improving and expediting the way you service products 3. Outperform Completely redefine value for your customers and your organization with new service offerings and business models 8
THE FIRST STEP IS RECOGNIZING THE VALUE OF TRANSFORMATION 9
UNDERSTAND Make smarter decisions by analyzing your service and product data in real-time 10
UNDERSTAND Results Increased customer satisfaction Increased parts revenue for manufacturers Reduced time for service event resolution Service efficiency through improved visibility Use remote monitoring and remote service to reduce on-site visits (costing $2,000 each) by 42%. 11
UNDERSTAND Results Increased customer satisfaction Increased parts revenue for manufacturers Reduced time for service event resolution Service efficiency through improved visibility Organize the delivery of service parts information more effectively for dealers and end customers. Decreased service costs by $1.2M and increased parts revenue by $2M. 12
ADVANCE Differentiate your service offering by improving and expediting the way you service products 13
ADVANCE Results Reduced cost of ownership for customers Increased product uptime and output Lowered total cost to serve and improved utilization of technicians Resolve 17% of service issues remotely and reduce ATM downtime by 15%. Reduce the average time to repair from 3 hours to 30 minutes. 14
OUTPERFORM Completely redefine value for your customers and your organization with new service offerings and business models 15
CONNECTED FIELD SERVICE CAPABILITIES Machine Initiated Service Requests Visibility to Real- Time and Historical Asset Data Remote Access / File Transfer / Software Content Management Automated Diagnostics Contextual Repair Instructions Automatic creation of Work Orders and Cases as exceptions are detected Real-Time and Historical Sensor Readings Automated, Connected Diagnostics Remote Access / File Transfer / Software Content Management BENEFITS Decrease Average Time To Repair Increase First Time Fix Rate Improve Technician Productivity Provide Outcome Based Services 16
PTC REMOTE SERVICE CAPABILITIES Real time asset monitoring Critical alert notifications for service issues Provides remote access to assets Bi-directional file transfers with asset Embedded Connect Diagnostics to assist with issue resolution Historical asset condition and performance Track critical alerts in context of asset Real Time asset monitoring BENEFITS Increase equipment uptime Reduce travel cost with less service visits Scale technical expertise Clarity to asset operation conditions 17
REMOTE MONITORING & TROUBLESHOOTING Configurable mashups to view real time sensor data View history of sensor data to understand alert condition Troubleshoot alert by viewing multiple reports on sensor data Embed diagnostic solutions to troubleshoot error codes and find solutions in context 18
SERVICE SESSIONS TO TRACK ISSUES Dashboard to view alerts and summary across all assets Alerts in the context of a specific asset Track activities against the service session Priority Status Diagnosis Audit trail for complete traceability 19
PTC PREDICTIVE SERVICE CAPABILITIES Alerts based on anomalies in asset operations Failure predictions for asset and asset components Key indicators / signals of future failures Identify operating improvements based on prescriptive analysis Take action on alerts with Remote Service BENEFITS Take actions before failures occur Failure Predictions for equipment Identify key parameters and their contribution to failure PTC Confidential Forward looking information subject to change without notice Maintain service levels for outcome based contracts Improve operations with prescriptive recommendations Anomaly detection for sensor data Profiles to help identify reduce failure rates Detect irregular operating conditions 20
ANOMALY DETECTION a nom a ly Something that deviates from what is standard, normal, or expected Synonyms: Oddity, peculiarity, abnormality, irregularity, inconsistency, aberration, quirk, rarity 21
ANOMALY DETECTION Understand inconsistency in operating conditions View history to validate issue not just a one time occurrence Troubleshoot alert by viewing multiple reports on sensor data Embed diagnostic solutions to troubleshoot error codes and find solutions in context 23
PREDICTIVE SERVICE USE CASES: A medical device manufacturer can leverage data from device monitors to nearly double availability of its equipment, while reducing cost of maintenance by 20% to 30%. An international petroleum company could avoid millions of dollars in downtime and lost production by remotely monitoring and analyzing data collected from critical equipment at a location halfway around the world. A global producer of components and solutions can monitor the temperature of assets such as cold stores, store freezers and refrigerators in 4,500 supermarkets worldwide, analyzing thermostats, evaporators, fans and compressors to greatly reduce unplanned failures, reducing expensive downtime and third-party call outs. https://www.rtinsights.com/research-from-gartner-real-time-analytics-with-the-internet-of-things-dw/ 24
AUGMENTED REALITY 25