Confirming that progressive support strategies offer business value to
both PTC and its customers, PTC
(Nasdaq: PTC) today announced the company was named for the second
consecutive year a "Top Ten Best Support Website" for 2014 by the Association
of Support Professionals (ASP). This designation highlights the
company's commitment to deliver a global support program focused on the
customer experience to build stronger relationships and provide real
value that drives business success.
PTC is delivering business value to its customers by re-engineering its
Global Support program to move beyond a traditional software sales and
maintenance transaction to one that helps its customers meet four key
According to Monica Schnitger, president of market research firm
Schnitger Corp., "PTC realizes that getting their support offering right
is good business practice and a competitive differentiator. A strong
services offering gives PTC first insight into customer needs and
ultimately builds stronger loyalty to the PTC brand, which makes it more
difficult for a competitor to take the account."
PTC partnered with its customers to help guide the company's support
services direction by offering expertise and insight into the daily
tasks, upgrades and migration challenges businesses face. Because of
this customer feedback and involvement to develop something that fits
their requirements, the usage of the eSupport Portal has increased 165%
since the site was launched in 2013.
Brian Martin, from SGT Inc., is a senior mechanical engineer and
application administrator at NASA Goddard Space Flight Center and offers
this insight about their use of the revamped PTC eSupport portal. "I've
used PTC products for more than 22 years and am responsible for the
deployment, support and administration of PTC software. PTC asked me to
provide feedback on how to make the portal more usable and I'm pleased
to see they implemented many of my suggestions. For example, it used to
tke hours to search for, review and understand support tickets, that
can now be done in about 10 minutes because the information is available
on one dashboard."
"Exceptional customer support is more than documented processes,
technical support hotlines and a website," said Tony DiBona, executive
vice president, global support, PTC. "We believe it's helping our
customers through the entire support spectrum - from demonstrating how
they can contribute to new product ideas in our online community,
learning about specialized application features online or in live
webcasts, and delivering support tools that are integrated right into
PTC software. When that's been accomplished, we have delivered business
value to our customers, which is what they need to be responsive
ultimately to their customers."
About Association of Support Professionals (http://www.asponline.com)
The Association of Support Professionals is an international membership
organization for customer support managers and professionals. In
addition to its annual "Ten Best" awards, the ASP publishes research
reports on a wide range of support topics, including fee-based support,
services marketing, financial ratios, and support compensation. The ASP
also hosts open-access discussion forums and a job board on LinkedIn.
PTC (NASDAQ: PTC) enables manufacturers to achieve sustained product and
service advantage. PTC's technology solutions help customers transform
the way they create, operate and service products for a smart,
connected, world. Founded in 1985, PTC employs approximately 6,000
professionals serving more than 28,000 businesses in rapidly-evolving,
globally-distributed manufacturing industries worldwide. Get more
information at www.PTC.com.
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PTC and the PTC logo are trademarks or registered trademarks of PTC
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