PTC Integrates ThingWorx With Microsoft Dynamics 365 to Enable Improved Field Service
New Connector Has Ability to Improve First-Time Fix Rates by Empowering Field Technicians With Critical
Information From IoT and MR Sources
PTC (NASDAQ:PTC) today announced at the sold-out LiveWorx® 18 digital transformation conference a new connected field service solution that integrates
the ThingWorx ® platform with Microsoft Dynamics 365 for Field Service. ThingWorx with Dynamics 365 Field
Service enables field technicians and others to seamlessly connect to vital engineering data (such as bill of material (BOM)
information), which can provide improved insights in an easy-to-understand way, thus enabling expedited service delivery.
ThingWorx is PTC’s Industrial Innovation Platform that integrates Microsoft Azure IoT capabilities. The new connector for
Dynamics 365 provides companies additional ways to develop a connected service strategy that enables improved efficiency of service
operations. As a result, ThingWorx can now tap into key features of Dynamics 365 for Field Service to enable reduced downtime and
resolution of service issues faster by allowing users to schedule the right resource with the right part and information to
complete the job. A typical scenario may include these steps:
1. A machine in a factory sends a sensor-initiated alert to ThingWorx through Azure IoT indicating that it’s about to fail.
2. Automated actions are generated when ThingWorx receives IoT alerts, collects and contextualizes the alert information, and pulls
relevant and supporting data from myriad systems, such as PTC’s Windchill ® PLM solution.
3. A comprehensive view of the situation is presented to the service manager using ThingWorx with Dynamics 365 Field Service,
including IoT data and predictive failure information.
4. Advanced scheduling capabilities in Dynamics 365 for Field Service are used to help the technician service manager assess and
validate the situation and then schedule the right resource with the right skills.
5. Automated field service notifications are sent to the customer that there is an issue and that a technician is scheduled to fix
the problem.
ThingWorx with Dynamics 365 Field Service also pairs PTC’s Vuforia® Studio augmented reality platform with Microsoft
HoloLens, providing a robust authoring tool that enables technicians to access powerful mixed reality (MR) experiences. For
example, technicians on site will now be able to use HoloLens (or other industry devices) to visualize assembly and disassembly
procedures.
“IoT and mixed reality have changed how companies are building and servicing their products. With better insights into more
engineering data, our customers can improve uptime and increase first-time fix rates,” said Iain Michel, general manager,
ThingWorx, PTC. “Our collaboration with Microsoft enables our customers to bring together information from the major product
lifecycle functions, including design, manufacturing, operations, and service for the purpose of ensuring the highest quality
service response.”
ThingWorx with Dynamics 365 Field Service is available now on Microsoft AppSource and is being demonstrated during LiveWorx 18
this week at the Boston Convention and Exhibition Center.
“When servicing a product, ThingWorx with Dynamics 365 Field Service enables a technician to easily access detailed information
from a customer’s engineering data systems (like PLM) about the affected equipment’s bill of materials (BOM) so that they have a
quick understanding of what parts are needed for their service visit,” said Sona Venkat, general manager, Intelligent SaaS,
Microsoft Corp. “This BOM information is critical to ensuring that issues are addressed faster and field technician visits are more
efficient.”
This is the next stage of the relationship announced in January between PTC and Microsoft to help customers
unlock the value in their digital transformation journeys.
Additional Resources
About PTC (NASDAQ: PTC)
PTC helps companies around the world reinvent the way they design, manufacture, operate, and service products in and for a
smart, connected world. In 1986 we revolutionized digital 3D design, and in 1998 were first to market with Internet-based product
lifecycle management. Today, our leading industrial innovation platform and field-proven solutions enable you to unlock value at
the convergence of the physical and digital worlds. With PTC, manufacturers and an ecosystem of partners and developers can
capitalize on the promise of the Internet of Things and augmented reality technology today and drive the future of innovation.
PTC.com @PTC Blogs
PTC, LiveWorx, ThingWorx, Vuforia, Windchill, and the PTC logo are trademarks or registered trademarks of PTC Inc. or its
subsidiaries in the United States and other countries.
Media
PTC
Jack McAvoy, 781-370-6143
Corporate Communications
jmcavoy@ptc.com
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