The NPS Loop: How Your Feedback Shapes ServiceMax and PTC

At PTC, we believe the key to our success is the trust and partnership we share with our remarkable customers. We understand the crucial role that you play in providing amazing service and products for your own customers. We also know that you rely on PTC to support your digital transformation. We believe in the work you do and we’re committed to providing you with an exceptional customer experience. Central to this commitment is our Net Promoter Score (NPS) program, a powerful tool that allows us to continually improve our processes and help service organizations become as efficient and productive as possible. Your voice helps us do better; develop better products, communicate better and head in the right direction for the future.

This year, we solicited feedback from our ServiceMax customers through the NPS program, as we have for the last 10 years. Again, we received invaluable insights that will help shape our services and offerings. We take your feedback to heart and use it to drive our strategies. Here’s what that looks like in 2024:

Support investments from NPS feedback

You told us…

• There’s too much back and forth with support cases; I want to know when I can expect a response and get a substantial update.
• I don’t want to explain my issues repeatedly, when you resolve it, show me the root cause and be my expert advisor.
• It’s still challenging to find the support resources I need.

So, we’re going to…

Improve response time, communications, increase support skills and promote AI search capabilities.

• Use secure AI to enhance customer communications, reducing time to resolve and improve communication.
• Notify customers when Knowledge Articles (Kas) are attached to closed cases and increase verbosity in resolution fields.
• Add a dedicated Support Team trainer, improve support skills in Service Board & Optimax business use cases, annual certification / recertification for support team
• Equip PSMs to add “What's News” to case review calls.
• Promote AI Search went live Feb 2024 and improving over the year, improving customers’ ability to find product documentation and technical support content.
• We’ll look at programs to encourage customers to use the right resources, training, and experts when they make implementation choices.

Documentation investments from NPS feedback

You told us…

• I’m not aware of documentation and resources available to me.
• Make help docs easier to navigate and discover.
• The documentation isn’t detailed enough, prescriptive enough; help me configure the software so I’ll be successful.

So, we’re going to…

Increase awareness, detail of help docs and improve UI in product documentation.

• Increase awareness
  • Create more guides, decks, and videos pointing to the help resources available, and publish them quarterly in the customer newsletter.
  • Work with Account Owners to educate customers on the resources available.
  • Create an active opt in campaign to help customers who have opted out of updates understand what they may be missing.
  • Adjust the help text in the NPS survey to better describe what’s available.
• Make it easier to navigate and discover
  • Migrate the help docs to PTC center and improve the UI via best-in-class dynamic service information tool, Arbortext.
  • Invest in Coveo federated search for easier discovery.
• More details
  • Deeper case analysis, usage analytics data to figure out doc gaps.
  • Create content to address legacy areas need.

Engineering investments from NPS feedback

You told us…

• Issues take too long to resolve and releases of the Go App could be improved.

So, we’re going to…

Invest in checklists for engineering, UI analytics, monitoring app for performance, proactive checks on open issues.

• Identify and integrate additional tooling for monitoring app performance/stability (specifically crashes).
• Explore a tool for UI analytics to understand the app usage pattern.
• Create a checklist template to collect essential information (Org details, subscriber access, logs, etc.), which will help minimize the round trips with the support/customer. Enforce the checklist information to be provided during the consult/defect creation.
• Improve responsiveness for issues in the engineering queue by performing periodic checks on open issues.

Roadmap investments from NPS feedback

You told us…

• I want to understand your roadmap, know where to find it, and see my feedback incorporated into product plans.

So, we’re going to…

Drive improvements in roadmap delivery, frequency, and clearer updates on where customer feedback is baked into roadmap.

• Frequency & Visibility
  • Publish and enable every customer-facing team to deliver the roadmap.
  • Consistently deliver theme-based roadmaps across all product lines.
  • Cycle a product overview deck updated every six months with release updates.
  • Add a release blog post highlighting what’s coming soon.
• Delivery
  • Provide more detailed justification for ideas/enhancements that are in releases and ideas that are not prioritized.
• Functional
  • Amplify innovation themes – AI, DT Closed-Loop in external messaging.
  • Highlight specific requests in the NPS feedback and Product Management will address requests.

Communications and Expert Advice investments from NPS feedback

You told us…

• I want to be able to prove the value of my investment in ServiceMax.

So, we’re going to…

Better equip sellers to start meaningful conversations about value and ROI from ServiceMax.

• Increase monthly account check-ins and QBRs with Account Owners.
• Create a value framework through our Global Customer Transformation Team (GCT) to equip account owners to better talk about value and ROI.
• Author a value analytics benchmark tool to help customers compare against others.
• Highlight available value assessment tools and engagements with Professional Services and GCT experts.

You told us…

• I want to know if ServiceMax is continuing to focus on innovation for field service in the future.

So we’re going to…

Provide updates, guidance, and customer expert spotlights to show innovations for field service and trends in field service.

• Enable easier access to roadmap and company updates for every customer
  • Deliver more Design Time webinars as part of the releases
  • Create product update sessions and company direction updates at in-person user groups. These will also enable us to gather strategic input from customers on our product and company direction
• Continue to guide customers on trends and best practices in field service with thought leadership blogs, webinars, videos.
• Continue to feature customers who are innovating in field service.
• Communicate more frequently, in more channels, about the latest ServiceMax innovations including how customers can boost their value of the ServiceMax platform.
• Partner with FieldFX customers to connect our product team with our best customers and provide networking and collaboration opportunities at an amazing user event, ConnectFX in Houston this year. Learn More about investments and innovations for FieldFX customers on the ServiceMax Community Kitchen

At ServiceMax, we believe in the voice of the customer. Your feedback is important to us and is the driving force behind our strategies and initiatives. We view the NPS program as a feedback loop and commit to revisiting it annually to ensure we align with your needs and expectations.

We understand how powerful technology can be when it’s implemented the right way, how impactful innovation can be when it’s thoughtfully delivered, and how strong our partnership can be, if we get the details right.

We are investing in your success and are always looking for ways to improve our processes to help you keep the world running. Thank you for choosing ServiceMax, a PTC Technology, and for your ongoing partnership. Rest assured, your voice is heard, and your feedback is shaping the future of ServiceMax.