Now, 3D Systems can find the most cost-effective solution for each failure incident. No longer does a new service request automatically mean a technician will be dispatched. Instead, the system investigates the failure, offering up likely solutions based on its analysis of historical service data. Many times, technicians can resolve the issue remotely, and if not, they have an accurate description of the problem and the parts they’ll need before arriving on site. “As the asset talks to us more and more, we’re shifting from being reactive to proactive to predictive,” Hessinger shared.
This has led to reduced truck rolls, reduced parts consumption, improved FTF and mean time to repair rates, and an increase in customer satisfaction. In the last 2.5 years, their NPS score has grown from 22 to 65, a 195% increase!
Other results include a 62% reduction in parts usage and a 39% decrease in repeat visits. Most importantly, 3D Systems has benefited from increased equipment uptime due to a more accurate and rapid response mechanism using ServiceMax and Aquant.
“With artificial intelligence-driven insights, resolving customer challenges has become more efficient and accurate, ultimately driving improved service profitability,” says Hessinger.