The document discusses the business challenges of inaccessible, outdated, and undeliverable technical information for service workers. It states that on average, service workers spend 56% of their day on non-productive tasks like searching for information. The document then summarizes PTC's Technical Information solution, which aims to create structured and illustrated product-centric content, manage that content and changes to it, and deliver configuration-specific graphical information to improve service efficiency. Some benefits highlighted include reductions in authoring time, increases in meeting quality targets, and increases in customer satisfaction.

1. PTC Technical Information
Dynamic Task-Based
Service Intelligence

2. 2
Technical Information
“Currently, the average service firm
reveals a 56% level of utilization
which means that nearly half of an
average worker’s day is spent in
non-productive tasks.”
– Aberdeen Group
Mobility in Service (2010)
2

3. 3
Technical Information: Business Challenges
Inaccessible Outdated Undeliverable
• UNABLE TO PERFORM
SERVICE DUE TO LACK OF
INFORMATION
• MUCH SERVICE TIME – 40% OR
MORE – IS SPENT SEARCHING
FOR INFORMATION.
• REPAIR AND RESOLUTION
TIMES ARE UNPREDICTABLE.
• PRODUCT DOWNTIME RISES.
• FREQUENT ERRORS CAUSE
REWORK.
• OPERATOR INSTRUCTIONS
AND SERVICE PROCEDURES
DON’T MATCH THE PRODUCT.
• MISTAKES ABOUND IN
IDENTIFYING AND UTILIZING
SPARE PARTS.
• NEW PRODUCT SHIPMENTS
ARE DELAYED. INBOUND
SUPPORT CALLS SKYROCKET.
• REPAIR CYCLES SLOW – OR
EVEN HALT. SERVICE
PRODUCTIVITY FALLS.
• OPERATIONAL RISKS
INCREASE. THE COMPANY
FACES MORE LIABILITIES.

4. 4
Dynamic Task-
Based Service
Intelligence
Provides end-users with
relevant, up-to-date technical
information specific to product
configurations and service
events to improve service
efficiency.
Your Goal
4

5. 5
PTC’s Technical Information Solution
CREATE
structured and illustrated content
for content reuse and improved
localization
MANAGE
product-centric content and
change management
DELIVER
configuration-specific, graphical
information across the service
ecosystem

6. 6
PTC’s Technical Information
Create Product-centric Information
Maximize productivity
and information value
ensure higher quality
product information
in less time
• 2D & 3D Illustrations from CAD
– Associated with source for easy
change management
– Reduce the amount of text to be written
• Content Based on Products, Not
Documents
– Topic based authoring based on
products supported, not documents
required
• Connected with Product-Centric
Content Management
– Associate content to products from the
authoring environment
W H Y IT MATTER S
W H AT IT MEA N S
26% REDUCTIONS IN AUTHORING
TIME v. 6%
INDUSTRY AVERAGE

7. 7
PTC’s Technical Information
Product-centric Information Management
Enable the delivery
of rich technical information
• Manages Information Based on
Product Structure
– As-Supported Product Structure
– Applicability based on
options, variants, operating conditions
– Facilitates reuse across products rather
than documents
• Associative / Change Management
– Maintains links between technical
information and original product data
– Enables automated change management
processes for content, illustrations and
delivery
• Enables Product-Centric Delivery
– Automates the „publishing‟ process
W H Y IT MATTER S
W H AT IT MEA N S
91% OF PROJECTS
MEET QUALITY TARGETS

8. 8
PTC’s Technical Information
Product-centric Interactive Information Delivery
Improve access,
usability and reliability
of information to
operate, maintain and
service products
• Delivers Information, not
Documents
– Information organized by product model
or SN
– Product “aware”
• Contextual
– Only provides the information you need
• Richer, Graphical Presentation
– Text is combined with linked 2D or 3D
illustration
– Able to navigate through the product
visually
• Up-to-date
– Generated automatically / efficiently
W H Y IT MATTER S
W H AT IT MEA N S
41% INCREASE IN
CUSTOMER SATISFACTION
SCORES

9. 9
Demonstration

10. 10
38%
LESS TIME TO
RESOLVE CUSTOMER
SUPPORT ISSUES1
…to ENTERPRISE
– Increase revenue & profitability
…to SERVICE ORGANIZATION
– Improve content creation processes /
automation
– Improve cycle times
– Reduce cost reduction
…to FIELD SERVICE
– Highly profitable service operations
PTC’s Technical Information: Solution Benefits…
45%
AVERAGE INCREASE
IN REVENUE FOR
BEST-IN-CLASS1
41%
DECREASE IN
INBOUND CUSTOMER
SUPPORT CALLS1

11. 11
A System of Market Leading Solutions
PTC
Service
Lifecycle
Management
(SLM) Solutions
PTC Supply Chain Management
(SCM) Solutions
PTC Product Lifecycle Management
(PLM) Solutions
PTC Computer-aided Design
(CAD) Solutions
• PTC Component & Supplier Management
• PTC Product Analytics
• PTC Manufacturing Process Management
PTC
Application
Lifecycle
Management
(ALM) Solutions
• PTC 3D Design
• PTC Multi-CAD
• PTC Program & Portfolio
Management
• PTC System Requirements
& Validation
• PTC Global Platforms
• PTC Global Product
Development
• PTC Global Quality
• PTC Project Management
• PTC Global Software
Development
• PTC Technical
Information
• PTC Service
Knowledge
Management
• PTC Service Parts
Information &
Management
• PTC Warranty &
Contract Management
• PTC Field Service
Management

12. 12
CNH Supports Growth with PTC SLM
A world leader in the agricultural and construction equipment businesses.
Supported by more than 11,600 dealers in approximately 170 countries
“In addition to the significant cost
savings, the Arbortext solutions have
allowed CNH to build a framework that
offers faster information cycles to meet
product delivery schedules and that
supports a web-based delivery model to
offer more interactive, product-specific
information.”
Terry Williams, CNH
Director, Technical Information Services & Tools

13. 13
AFTER
Provide easy-to-find and trustworthy information to the service
network
BEFORE
Struggling with ineffective and/or poor quality information across
the service network
An enterprise solution to…
– Create structured and illustrated content
for content reuse and improved
localization
– Manage product-centric content and
change management
– Deliver configuration-specific, graphical
information across the service ecosystem
…achieve high-performance teaming
– Increase service productivity and capacity
– Maximize product up-time and
productivity
– Improve customer satisfaction and
retention
PTC’s Technical Information Solution Summary
*1Schuh & Co, others from PTC customer experience; 2PTC Customer
DYNAMIC TASK-BASED
SERVICE INTELLIGENCE

14. 1414
Alignment: Next Steps
• Agree on company initiatives and what areas of Technical Information are
important for your company
• Engage owners of this initiative with a deeper solution discussion
• Engage PTC’s business transformation team to align specific process
steps and actions to potential value for your company