PTC Global Support Drives Business Value for Customers

Named a “Top Ten Best Support Website” for 2014 by Association of Support Professionals for Second Consecutive Year

NEEDHAM, Mass. — (BUSINESS WIRE) — August 28, 2014 — Confirming that progressive support strategies offer business value to both PTC and its customers, PTC (Nasdaq: PTC) today announced the company was named for the second consecutive year a “Top Ten Best Support Website” for 2014 by the Association of Support Professionals (ASP). This designation highlights the company’s commitment to deliver a global support program focused on the customer experience to build stronger relationships and provide real value that drives business success.

PTC is delivering business value to its customers by re-engineering its Global Support program to move beyond a traditional software sales and maintenance transaction to one that helps its customers meet four key challenges:

  • Keeping ahead of their competition by delivering high quality products on time
  • Delivering software releases that are stable and reliable
  • Controlling costs by creating products that minimize the need for customization
  • Reducing security threats to intellectual property.

According to Monica Schnitger, president of market research firm Schnitger Corp., “PTC realizes that getting their support offering right is good business practice and a competitive differentiator. A strong services offering gives PTC first insight into customer needs and ultimately builds stronger loyalty to the PTC brand, which makes it more difficult for a competitor to take the account.”

PTC partnered with its customers to help guide the company’s support services direction by offering expertise and insight into the daily tasks, upgrades and migration challenges businesses face. Because of this customer feedback and involvement to develop something that fits their requirements, the usage of the eSupport Portal has increased 165% since the site was launched in 2013.

Brian Martin, from SGT Inc., is a senior mechanical engineer and application administrator at NASA Goddard Space Flight Center and offers this insight about their use of the revamped PTC eSupport portal. “I’ve used PTC products for more than 22 years and am responsible for the deployment, support and administration of PTC software. PTC asked me to provide feedback on how to make the portal more usable and I’m pleased to see they implemented many of my suggestions. For example, it used to take hours to search for, review and understand support tickets, that can now be done in about 10 minutes because the information is available on one dashboard.”

“Exceptional customer support is more than documented processes, technical support hotlines and a website,” said Tony DiBona, executive vice president, global support, PTC. “We believe it’s helping our customers through the entire support spectrum – from demonstrating how they can contribute to new product ideas in our online community, learning about specialized application features online or in live webcasts, and delivering support tools that are integrated right into PTC software. When that’s been accomplished, we have delivered business value to our customers, which is what they need to be responsive ultimately to their customers.”

Additional Resources

About Association of Support Professionals (

The Association of Support Professionals is an international membership organization for customer support managers and professionals. In addition to its annual "Ten Best" awards, the ASP publishes research reports on a wide range of support topics, including fee-based support, services marketing, financial ratios, and support compensation. The ASP also hosts open-access discussion forums and a job board on LinkedIn.

About PTC

PTC (NASDAQ: PTC) enables manufacturers to achieve sustained product and service advantage. PTC's technology solutions help customers transform the way they create, operate and service products for a smart, connected, world. Founded in 1985, PTC employs approximately 6,000 professionals serving more than 28,000 businesses in rapidly-evolving, globally-distributed manufacturing industries worldwide. Get more information at

Follow us on Twitter - Watch us on YouTube - Connect with us on LinkedIn - Join our PTC Community -

1 | 2  Next Page »

Review Article Be the first to review this article
Featured Video
Latest Blog Posts
Alex Carrick, Chief Economist at ConstructConnectThe AEC Lens
by Alex Carrick, Chief Economist at ConstructConnect
Mid-November Economic Nuggets, With a Focus on Mega Projects, Inflation and Air Travel Statistics
Dr. Biplab SarkarVectorworks Blog
by Dr. Biplab Sarkar
See How You Can Design Without Limits With Vectorworks
ASIC Architects and Hardware Engineers at D. E. Shaw Research for D. E. Shaw Research at New York, New York
Senior Highway Engineer for RS&H at Jacksonville, Florida
Transit GIS analyst/planner for Jarrett Walker and Associates at Portland, Oregon
Product Design Engineer - Softgoods for Apple Inc at Cupertino, California
Director, Industrial Machinery Solutions- SISW PLM for Siemens AG at Livonia, Michigan
Upcoming Events
The Buildings Show 2021 at Metro Toronto Convention Centre – South Hall. Toronto Canada - Dec 1 - 3, 2021
SIGGRAPH Asia 2021 at Tokyo, Japan Japan - Dec 14 - 17, 2021
Utopian and Sacred Architecture Studies (USAS) - 2nd Edition at University Way, Dockland Campus London, E16 2RD, UK London --Choose One-- United Kingdom - Jun 14 - 15, 2022

© 2021 Internet Business Systems, Inc.
670 Aberdeen Way, Milpitas, CA 95035
+1 (408) 882-6554 — Contact Us, or visit our other sites:
TechJobsCafe - Technical Jobs and Resumes EDACafe - Electronic Design Automation GISCafe - Geographical Information Services  MCADCafe - Mechanical Design and Engineering ShareCG - Share Computer Graphic (CG) Animation, 3D Art and 3D Models
  Privacy PolicyAdvertise