PTC Service Knowledge and Diagnostics (SKD) is a connected diagnostics solution designed to improve service quality, equipment uptime, and customer satisfaction. It enables service organizations to resolve issues at the point-of-service by automating diagnostics and enabling remote troubleshooting of smart, connected products (SCP). SKD leverages an intelligent knowledge base to reduce unnecessary technician dispatches and parts returns, addressing the root causes of service inefficiencies.

Features

• Connected Interactive Diagnostics: Automates issue diagnostics and supports remote troubleshooting for smart, connected products.
• Intelligent Knowledge Base: Centralized system for storing and sharing diagnostic procedures and solutions.
• Remote Diagnostics: Enables service teams to identify and resolve issues without dispatching technicians.
• Real-Time Solution Sharing: Facilitates immediate distribution of new solutions across service teams.
• Integration with SCP: Designed to work seamlessly with smart, connected products for proactive service.

Benefits

• 20%+ Reduction in Service Calls and Dispatches: Avoid unnecessary technician visits through accurate remote diagnostics.
• 40% Fewer Diagnostic Steps per Call: Streamlined troubleshooting processes reduce time and complexity.
• 20–75% Faster Resolution Times: Accelerated issue resolution improves customer satisfaction and operational efficiency.
• Lower Service and Warranty Costs: Reduced dispatches and improved diagnostics lead to significant cost savings.
• Improved Equipment Uptime: Faster and more accurate diagnostics minimize downtime.
• Enhanced Knowledge Sharing: Real-time updates ensure technicians have access to the latest solutions.