For more than 30 years, 3D Systems has developed and delivered cutting-edge 3D printers. Recently, its customers have evolved from using 3D printing technology primarily for prototyping towards developing manufactured products for end users. As a result, providing exceptional service became even more critical.
"We had to dramatically change our services organization to keep pace with our customer's need for much quicker response time,” said Mark Hessinger, VP of Global Customer Services at 3D Systems.
EVOLVING TO MEET CUSTOMER DEMAND
Mark sought a technology partner to achieve three main goals:
3D Systems turned to Aquant’s service intelligence platform to deliver data-driven insights to its service team, empowering them to perform better and solve issues faster.
IMPLEMENTING THE SOLUTION IN ONLY DAYS
During the implementation process, which took less than a week, Aquant’s machine learning algorithms scoured and categorized data stored in field service solutions, CRM, and parts systems. The tool even uncovered insights that lay unused in free text notes from technicians. Aquant’s Natural Language Processing (NLP) engine automatically mapped different phrases customers and technicians used to describe the same problems and solutions.
Then, 3D Systems’ best engineers spent a few hours validating the data and improving findings with their expertise. The result is a dynamic and growing database of knowledge that helps new employees get up to speed faster, and empowers seasoned pros to work even more efficiently.
STREAMLINING ISSUE DIAGNOSIS AND RESOLUTION
3D Systems’ customer-facing agents are troubleshooting customer calls with Aquant’s Intelligent Triage product, powered by data-driven insights. When customers call with challenges, agents simply type their symptoms into their user interface, ask the customer a few automatically generated questions, and recommend a resolution based on the tool’s predictions. Now, basic issues can be resolved remotely, without the help of a specialist. And with years' worth of history now at their fingertips, junior techs and agents are performing at the level of experts.
DECREASING PARTS COSTS AND USAGE
Previously, 3D Systems technicians were likely to grab the most expensive parts to try to fix problems. Now, service pros can accurately identify the source of the problem before a tech even arrives on site. Dispatch is able to send the right tech with the right skills and parts into the field, lowering the total cost of service.
SHARING KNOWLEDGE ACROSS THE TEAM
As a result of implementing Aquant, 3D Systems has seen a 62% reduction in parts usage and a 39% decrease in repeat visits, driving significant cost savings.
“Working with Aquant has helped us make dramatic improvements to how quickly and accurately we resolve service tickets,” said Mark. “We’re looking forward to expanding our Aquant implementation across our partner ecosystem.”
Aquant’s service intelligence platform supercharges service performance by unlocking a new dimension of insight from enterprises’ existing data. The platform mines and analyzes data that is scattered across different systems, hidden in free text, and locked in the minds of the enterprise’s most experienced people. It empowers teams to use that data to improve first time resolution, optimize service team performance, assess risk, and drive exceptional customer experiences. For more information, visit www.aquant.io.