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TRANSFORMING YOUR CUSTOMER EXPERIENCE – USING DATA SCIENCE FOR PROACTIVE SUPPORTGlen WorthingtonVice President – Support Services Innovation Lab, PTC

Vivek SundaramDirector of Technical Services, Glassbeam Inc.

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THE EVOLUTION OF SUPPORT

solve issuesas fast as possible

share knowledgeas much as possible

detect and address issues before impact

cases articles recommendations microservices

<=1990’sCALL CENTERS

2000’sONLINE SELF-HELP

2017+PREVENTION & AUTOMATION

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SERVICE TRANSFORMATION

JOURNEYTODAY

UNDERSTAND

ADVANCE

OUTPERFORM

ServiceVisibility

DigitalServiceContent

Real-Time Product

Data

OptimizedInventory

RemoteService

Proactive & Predictive

MaintenanceOptimizedTechnicianWorkforce

Digital Twin

Product as a Service

ConstantAnalytics

New Revenue Streams

More Profitable Contracts

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CO

NN

ECTE

D a

ndPR

OA

CTIV

E80

% o

utbo

und

supp

ort

2020+

WHERE IS PTC TAKING PROACTIVE SUPPORT?

New Rapid Outcome Services Based on Connected DataAnalytics Based Services (E.G. Comparative Benchmarking)

Embed proactive approaches across Customer SuccessMake PTC products more self-serviceable

Evangelize data-driven decision-making across PTC

Eliminate break/fix cycleReduce customer and PTC effort

TOD

AY

2017 AUTOMATED ISSUE DETECTION & PRESCRIPTION

NEW SERVICES

PRODUCT AND ECOSYSTEM

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EARLY EXAMPLES – CONNECTED VALUE

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TOP “CONNECTED ISSUES” ARE INVESTIGATED PROACTIVELY

PROBLEM ID

NUM

BER

OF

OC

CUR

REN

CES

Top issues get resolvedwithout customer intervention

Investigationsare initiated proactively

Technical Support Engineers monitor top issues on connected systems

Focus on Proactively Fixing Top

Issues

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SPECIFIC NOTIFICATIONS COMPLEMENTS TS BULLETINS

Messages are broadcasted to specific audience

Tailored messages are crafted depending on the system situation

Impacted systems are identified within our connected pool

Windows 10 Creators Update bulletin for Creo

188successful broadcasting

%

BULLETINRELEASED

CONNECTED CAMPAIGN

TOTAL NUMBER OF CUSTOMERS AWARE

traditional channelstargeted email campaigntargeted eSupport banner

+

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A Sample of What to ExpectFrom Support

V1.0 IMPLEMENTATION OF CONNECTED RECOMMENDATIONS

NEW PROACTIVE RAPID OUTCOME SERVICES

BEHIND THE SCENES CONNECTED DATA ANALYTICS & FIXES

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THE KEY TO THIS IS DATA INGESTION &

ANALYTICS

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ABOUT GLASSBEAM

• Cloud-based IoT Analytics-as-a-Service launched in 2014

• Mission to "help product companies make sense of complex machine data collected from connected devices”

What We Do

Recognized Leader in IoT Analytics

The Internet of Things (IoT) with an ever-growing number of inter-connected machines, systems and devices generates vast amounts of data called “Machine Data” that is complex in variety, volume and

velocity. Glassbeam knows how to handle this complexity through its patented cloud-based technology.

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• Industry Challenges in the IoT Era

Source: Cisco, IDC Report on “Digital Universe in 2020”

By 2020, there will be 20 times more connected “things” than people

Data Transformation of Log Data• Machine Data is complex and multi-

structured with multiple formats like text, XML, JSON, CSV, Tables, Key-Values, JMX etc

• Machine Data must be “wrangled,” prepped, and cleansed before any meaningful analytics

Real time and historical analytics

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A CONNECTED MRI – VOLUME, VARIETY AND VELOCITY

Unstructured Data

• Exam Data• Error Logs• Audit Logs• Device

Configuration• Magnet Supervision

Structured Data

• Sensor Readings• User Settings• Master Data• KB• Error Code Lookups

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Data indexing

& Cubing

Data quality & cleansing

Target Schema Design

Extract, transform, load (ETL)

Complex Parsing scripts

Source Data

Modeling

PROGRAMMERS DBA BUSINESS / DATA ANALYSTS PROJECT MANAGER

DATA TRANSORMATION CHALLENGE

TEXT LOGS

CRM

XML

ERP

JSON

support

CSV

bugs

Sensors

KB

Average 6 Months Duration with Significant Waste in Iterative

Processes

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Glassbeam SPL™ & SCALAR™

SPL ENGINEER

WITH GLASSBEAM

TEXT LOGS

CRM

XML

ERP

JSON

support

CSV

bugs

Sensors

KB

Elapsed Time of 1 Week Providing 25x faster time-to-value

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Glassbeam SPL™ & SCALAR™

Glassbeam Studio

BUSINESS ANALYST

WITH GLASSBEAM STUDIO

TEXT LOGS

CRM

XML

ERP

JSON

support

CSV

bugs

Sensors

KB

Elapsed Time of a day or few hours dramatically cutting down time-to value by over 100x compared to traditional approach

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Customer

Call Initiated

Front Line(Tier1)

30min-1hr

Review & Triage

$

SLA ExpiredEscalate to Tier2(Peer Review)

4-24 hr

Issue Escalated

$$

Tier3 / Engineering

$$$ 3d – 1w

Solution ProvidedSolution

A TYPICAL SUPPORT PROCESS: MANUAL & INEFFICIENT

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CustomerFront Line

(Tier1)

Repair /ECO Data

-Experience-Tribal Knowledge -Bug

Tracking -Known Issues

Solution

Customer Machine Data

WITH GLASSBEAM SUPPORT AUTOMATION: SHIFT LEFT

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VISIT US AT OUR BOOTH AND WE WILL SHOW YOU HOW

THE BENEFITS

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QUESTIONS?

20# L I V E W O R X

MEET US ATTHE CUSTOMER SUCCESS AREA

FOR MORE DETAILS

a new Technical Support…UNLOCK

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