liveworx.com # L I V E W O R X
TRANSFORMING YOUR CUSTOMER EXPERIENCE – USING DATA SCIENCE FOR PROACTIVE SUPPORTGlen WorthingtonVice President – Support Services Innovation Lab, PTC
Vivek SundaramDirector of Technical Services, Glassbeam Inc.
# L I V E W O R X 22# L I V E W O R X
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
3# L I V E W O R X
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
# L I V E W O R X 4
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
5# L I V E W O R X
EARLY EXAMPLES – CONNECTED VALUE
# L I V E W O R X 6
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
# L I V E W O R X 7
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
+
8# L I V E W O R X
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
9# L I V E W O R X
THE KEY TO THIS IS DATA INGESTION &
ANALYTICS
# L I V E W O R X 10
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.
# L I V E W O R X 11
• 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
# L I V E W O R X 12
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
# L I V E W O R X 13
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
# L I V E W O R X 14
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
# L I V E W O R X 15
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
# L I V E W O R X 16
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
# L I V E W O R X 17
CustomerFront Line
(Tier1)
Repair /ECO Data
-Experience-Tribal Knowledge -Bug
Tracking -Known Issues
Solution
Customer Machine Data
WITH GLASSBEAM SUPPORT AUTOMATION: SHIFT LEFT
# L I V E W O R X 18
VISIT US AT OUR BOOTH AND WE WILL SHOW YOU HOW
THE BENEFITS
19# L I V E W O R X
QUESTIONS?
20# L I V E W O R X
MEET US ATTHE CUSTOMER SUCCESS AREA
FOR MORE DETAILS
a new Technical Support…UNLOCK
liveworx.com # L I V E W O R X
