Let’s talk about how technical documentation impacts field service procedures, high costs of inaccurate technical information, the root causes of service failures, and how to achieve high field service productivity and effectiveness.

Many of the fundamental issues in service occur due to inaccurate service information and technical documentation that is difficult to understand.

We have all been in a situation, at least once, that involved failure to deliver a service as promised. Why? It’s because all brands and businesses make promises! But the truth is… service issues happen

When service fails to deliver on promises, or a buyer experiences poor customer service, the result almost always ends with lost customers, canceled subscriptions, and tarnished brand reputation.

The impact of a service failure can be devastating. Let’s talk about the root causes impacting service issues and failures

The impacts of service issues

The greatest influence on service almost always has to do with one thing; technical documentation. By technical documentation I am referring to tech pubs, standard operating procedure documents, service instructions, maintenance manuals, guides, work instructions, procedures, bulletins, etc.

I’m talking about anything and everything that is provided to help assist and guide service technicians. Many of the fundamental issues in service occur due to technical documentation, let’s talk about why.

Technical Documentation and Field Service

Today many field service and manufacturing organizations rely on traditional time-intensive methods to develop and deploy technical documentation such as service procedures, work instructions, guides, manuals, etc.

But the fact is – oftentimes the tech pubs, guides, and manuals that are created, aren’t even read (or in some cases even used) by field service representatives for which they were designed!

In addition, technician instruction manuals and documentation designed to be used in field service are often out-of-date. This is due to the high maintenance and distribution costs to create, maintain and produce continually up-to-date field service documentation.

This issue compounds as products become more and more complex in response to ever increasing customer demands for innovation and customization.

This rise in complex products has resulted in complex service and maintenance procedures, affecting and influencing inaccuracies in technical writing and documentation. As the demand for complex maintenance and service procedures increase, technician efficiency decreases due to more time being spent searching for the correct service information in a format that can be used on the field. This often results in repair and maintenance delays.

When service technicians encounter unfamiliar problems and don’t have reliable service information to solve a problem, the need for repeat service visits increases. There are many major negative consequences from these situations.

For example, a customer might experience equipment downtime. This downtime impacts both the service provider, as it inflates the cost of service, as well as the customer, as they lose productivity.

The high costs of inefficient field service

For you, as a service provider, the consequences of poor service information, complex products, and poor technician efficiency can drastically impact your costs of service in a number of ways.

For starters, let’s assume you work with service contracts. Service contracts often contain elements such as equipment up-time clauses. In the case you were to unintentionally breach one of these ‘set clauses’, it’s fair to assume the organization would face undesirable penalties and costs.

Take a deep breath. All is not lost. The added costs from inefficient service strategies are completely avoidable!

Repeat field service visits also drastically increase business costs. Multiple repeat visits to service products quickly increase costs and become very expensive. This is why many organizations seek to avoid repeat service visits at all cost.

A rarely considered cost-driver for service stems from difficulties comprehending poorly written, inaccessible, and out-of-date technical documentation.

When service technicians are unable to easily identify which spare parts are required, they often order multiple parts in hope that one will be correct. This results in high part returns, and handling costs. Not to mention, the need to hold more parts in stock from inflated orders (the bull whip effect), also affects parts inventory.

The skills gap is also increasing the cost of inefficient service.

“Faced with continuing economic expansion and retirement of baby boomers, the US manufacturing industry is looking at a potential shortage of 2.4 million workers in the next decade.” – 2018 Deloitte & The Manufacturing Institute skills gap study

To put it in perspective, a large portion of our workforce is approaching retirement soon. This is causing the skills gap to widen. With the loss of tribal knowledge, access to consumable expert knowledge becomes increasingly necessary.

New and inexperienced technicians have repeat service visits which cause an organization to face higher training costs, while overburdened experienced staff members are forced to train and pick up the slack for newer employees.

All of these things impact customer satisfaction. These conditions damage service reputations for both an organizations product, as well as, service contracts. Most importantly, all of these scenarios impact an organizations ability to retain customers and garner repeat business.

Sometimes you need to break down the barriers between product development and operations.

How to gain high service productivity and effectiveness

In order to obtain high technician productivity and effectiveness you must re-evaluate your service methods and procedures

Increase technician comprehension with accurate AR work instructions

To increase technician comprehension, look into concepts to create accurate, in-context augmented reality (AR) work instructions that overlay digital information onto a physical product.

Establish accurate part identification

Consider implementing accurate AR experiences so part identification, replacement and ordering are easy and accurate.

Enable remote real-time work instructions

Enable expert technicians to give remote, real-time guidance on physical objects using assisted reality tools like Vuforia Chalk.

All of these help service organizations create a more flexible, agile, workforce. These changes result in increased equipment uptime and productivity. They result in happier customers and more empowered workers.

Most importantly – you can start implementing these benefits today. All the technology currently exists. We would love to work with you and your organization to understand your service operations goals and map a path forward.

Here’s why every manufacturing company should be considering product lifecycle management applications.

Expand PLM software usage throughout your enterprise with PLM apps

Let’s face it, no company uses a single product data management system (PDM) or a Product Lifecycle Management (PLM) system for ALL of its organization’s needs.

Your organization likely uses an abundance of different technology software to collect and store data. These technologies can include customer relationship management (CRM) systems, quality management system (QMS) software, enterprise relationship planning (ERP) systems, application lifecycle management (ALM) systems, and so many more.

If your organization currently uses a PLM system, odds are you most likely paid a pretty penny for it. So why not make the most of that product lifecycle system investment and use your system’s complete functionality?!

Product lifecycle applications support, enable, and enhance the value and footprint of PLM software. PLM Apps go a long away to assist and ensure consistent access to up-to-date product data. They can help expand controlled access to valuable content and give functional groups a single simplified view of files, data, and content all within a single browser-accessible screen.

You’re going to want to invest in these kinds of advanced technology solutions that simplify data gathering processes and expand the value of your PLM investment. PLM apps are meant to help you find data easier which reduces user frustration and helps take productivity to new levels within your organization.

PLM applications, also referred to as PLM system plugins, deliver on the dreams of many organizations. They are a simple solution that drastically increases enterprise PLM usage.

PLM apps integrate siloed data from disparate systems

With the use of multiple complex enterprise systems, your organization’s data is most likely held captive in siloed systems. Many PLM applications help connect these disjointed enterprise systems using common application programming interface (API) connection abilities.

PLM apps simply pull data from other enterprise systems into a new user-interface through API integrations. They don’t rely on interface features from other enterprise platforms or systems (besides the data and information they extract), therefore, they are less likely to be affected by a new release of the underlying enterprise systems!

PLM apps simplify searches for the occasional PLM software user

PLM apps change the user interface (UI) and user experience (UX) of your PLM system so that it’s easier to use. This can be useful for occasional or novice users who can feel overwhelmed by the complexity of their PLM system compared to those that use their PLM system on a daily basis.

PLM applications offer user-friendly interfaces that simplify the complexity of PLM systems and make it easier to search, find, locate, and understand product information. In fact, many of these tools even allow organizations to adjust settings for specific users (such as purchasing, marketing, accounting, etc.) so they can access the direct information they need.

PLM apps Many customers we work with use complex product lifecycle management systems such as PTC Windchill or Siemens Teamcenter. Due to the robust capabilities of these enterprise systems (and other PLM systems), many users find product data hard to navigate – especially if they aren’t daily users within these systems.

PLM apps speed up product development processes by providing users with complete access to real-time complex enterprise data.

Product lifecycle applications really do make PLM easier – see it for yourself by watching this short PLM applications video.

Customize PLM apps without disrupting your PLM software

PLM applications and system plugins offer simple and easy ways to customize enterprise product data systems. A PLM Administrator can customize the apps to conform to their company’s goals and prioritization of tasks without disrupting the PLM software itself.

Time after time, we see organizations add PLM customizations to their mainframe PLM software, only to wind up facing dozens of challenges as new system software versions get released. Because PLM apps are an extension of PLM software systems, they are minimally affected by upgraded software versions and updates (if at all).

PLM apps provide organizations with the ability to easily custom tailor simplified product lifecycle management interfaces or mashups. This functionality provides additional value and integration capabilities with other enterprise systems.

PLM Applications offer a brand-new UI for your intricate product data management system; enabling a fresh and simple user experience. They also have started to help organizations solve problems easier and faster with direct, accessible, and instantaneous insights from data.

Your systems are only as good as how you use them. If employees struggle to navigate your product lifecycle system interface, PLM apps are definitely something you should be looking into!

How PLM apps drive flexibility within your organization

PLM applications provide access to PLM information to employees outside of engineering such as marketing, sales, finances, and procurement.

Access to PLM system data provides another way for teams to identify the broad scale of their day to day activities and information. This can help teams understand and prioritize tasks to be more efficient and productive.

This flexibility allows teams to work the way they want. By enhancing a complex system and tailoring each end-user experience, it’s easy to see how these PLM system plug-ins can drastically improve productivity and drive value across an organization.

What is better than providing every department with product information that they want and need to do their job?!

Want to learn more about PLM Applications and how they could pair up with your current enterprise systems? Let’s have the conversation!

In today’s fast-paced manufacturing environment, agility, accuracy, and collaboration are more essential than ever. Windchill, PTC’s powerhouse Product Lifecycle Management (PLM) solution, delivers all three by providing secure, real-time access to product data across disciplines and locations. Companies stand to reduce costs, speed innovation, and enhance next generation products. PTC’s product lifecycle management (PLM) software, Windchill, lets you do just that. Designed to streamline product development from concept to service, Windchill empowers teams to work smarter, innovate faster, and maintain quality—no matter how complex the lifecycle. But let’s start by answering the basics first: what is windchill?

What is PTC Windchill?

PTC Windchill is a product lifecycle management (PLM) application suite that leverages a consolidated view of product information through multi-system data. It’s a systemic enterprise wide approach to maintaining product and process quality throughout the entire product lifecycle. Released by PTC in 1998, Windchill made its mark as one of the first internet-based PLM platforms. It has since become an industry staple across sectors (automotive, aerospace, electronics, medical devices, and more) supporting over a million users globally.

PTC Windchill PLM software provides a complete functionality dimension to help organizations capture product structures from computer-aided design tools, transform them into full engineering bill of materials (eBoMS), to manufacturing bill of materials (mBoMS), to service bill of materials (sBoMS) all while retaining the linkages between different perspectives on the product. Windchill solutions break down organizational barriers, allowing teams to work faster and more accurately all while reducing time-to-market and cutting costs.

Why Windchill Matters: Core Capabilities that Redefine PLM

When companies are juggling increasingly complex product designs, global supply chains, and regulatory demands, having the right PLM foundation is critical. Windchill provides the structure, visibility, and automation needed to handle this complexity without slowing innovation. Its core capabilities not only keep product data accurate and accessible but also empower teams to make faster, better decisions across the entire lifecycle.

Centralized, Secure Product Data Management

Windchill functions as a single source of truth (consolidating CAD files, BOMs, requirements, and supplier data) all housed in a scalable web architecture. Whether you’re working in engineering or collaborating with external partners, you’ll always have a current, secure view of product information.

Effortless BOM and Change Management

Windchill’s dynamic Bill of Materials (BOM) management enables inline editing, structural comparisons, and variant configuration for agile product planning. And with built-in Engineering Change Management (ECM) workflows, you can automate review processes, approvals, and compliance documentation to speed up time-to-market and reduce errors.

Workflow Automation and PLM Collaboration

With task and role-based apps, Windchill supports intuitive collaboration for both expert and casual users. From manufacturing to service teams, everyone can access relevant data through task-specific interfaces without over-customizing the system. This makes handoffs smoother and ensures alignment across functions.

Scalability and Deployment Flexibility

Whether deployed on-premises, in a private cloud, or via Windchill+ SaaS, the platform scales with your needs. Organizations benefit from streamlined upgrades, uptime, and strong compliance controls.

Elevating PLM: AI-Ready Product Development

Windchill isn’t just about data—it’s about intelligent data. By housing consistent, accessible product information, Windchill forms a foundation for AI-powered innovation. That means better decision-making, automated routine workflows, optimized resource use, and faster design improvements.

Key Benefits at a Glance

For many organizations, the true value of a PLM system comes down to the tangible benefits it delivers day-to-day. Windchill is designed to make collaboration easier, processes faster, and information more reliable, no matter how large or distributed your teams may be. By looking at its benefits side by side, it becomes clear how Windchill helps manufacturers overcome common product development roadblocks.

Core Windchill Capabilities

Beyond the big-picture advantages, Windchill delivers a deep set of tools that tackle the nuts and bolts of product lifecycle management. These capabilities are what allow engineering, manufacturing, and service teams to stay aligned—even when managing thousands of parts, configurations, or requirements. By exploring its core features, you can see how Windchill creates a connected, digital foundation for end-to-end product success.

Windchill’s robust feature stack supports even the most intricate development environments:

Windchill also supports industry-specific packages—PDMLink, MPMLink, ProjectLink, Compliance, Cost, FRACAS, FMEA, and more—so your team can tailor the platform to its use case, from reliability analysis to technical documentation.

Example Use Case: Digital Thread with IoT Integration

PTC’s integration of Internet of Things (IoT) with Windchill closes the loop between product data and actual performance in the field. That enables real-time error reporting, role-based insights, and proactive maintenance or design improvements—putting reliability right in your development cycle.

Next Steps with Windchill

So, what is Windchill? It’s much more than PLM. It’s the digital backbone that unifies product data, processes, and people across your organization. With modern deployment options, robust feature breadth, and readiness for AI, PTC Windchill equips manufacturers to innovate confidently, reduce cost, and accelerate delivery all while maintaining quality and control.

Looking to better understand how a PLM solution like Windchill can benefit your company? Check out The Manufacturer’s Guide to PLM Best Practices to learn more.