At 3D Systems, a leading additive manufacturing solutions company, artificial intelligence is powering fast and predictive service that helps the company meet uptime demands while empowering engineers on the job. For over 30 years, 3D Systems has been delivering cutting-edge 3D printers, print materials, on demand manufacturing services, and manufacturing software that allow companies to optimize their designs, transform their workflows, bring innovative products to market, and drive new business models.
Since 2017, 3D Systems has relied on ServiceMax’s powerful installed base, work order management, and reporting capabilities to improve first time fix rate, mean time to repair, engineer utilization, and ultimately provide a better customer experience. But as technology has advanced, so have 3D Systems’ customers’ expectations for consistent uptime and reliable technology.
To ensure that their customer service matches the quality and speed of their printing capabilities, 3D Systems turned to ServiceMax and its partner Aquant.
“We had to dramatically change our services organization to keep pace with our customers’ need for a much quicker response time,” said Mark Hessinger, VP of Global Customer Services at 3D Systems.