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LiveWorx 2019
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EH2168B - Making the Connexion: How 3D Systems Leveraged ThingWorx to Optimize Their Support Process

Session Description

Once the need for support is triggered by a customer, the sprint for a fast and effective solution begins. Invalid data and a convoluted process can lead to disorganized chaos that could result in missed SLAs and increased customer dissatisfaction. Join Mark Hessinger, Vice President of Global Customer Services for 3D Systems and Mark Moran, Senior Manager of Barkawi Management Consultants, a Genpact Company, as they discuss how 3D Systems was able to exceed expectations for support and ensure high machine uptime for their customers. Learn how 3D Systems leveraged multiple digital solutions including IoT, CRM, AI and Field Service to enhance support services, drive preventative maintenance, and lay the foundation for predictive analytics.


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Additional Information
Electronics & High Tech
Leveraging IoT Data
The support of a strong vision and roadmap for service play key roles in exceeding customer expectations for service
Digital solutions such as IoT and CRM can be leveraged together to enhance support and drive preventative maintenance
Breakout Session
45 minutes
Session Schedule
     
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