Gerber Technology Provides Intelligent Smart Services for Proactive Support with Axeda.

Challenge
To maintain low-cost and high customer satisfaction by resolving issues beyond dispatching technicians onsite

Solution
Use Axeda®—marketed as GERBERconnect™ —as the next-generation service delivery model to provide real-time system diagnostics for proactive service and support

Results
• Reduced field service visits in Australia, China, Europe, and the United States
• Improved first-time fix rate by 5%
• Resolved issues to avoid downtime before customer is even aware
• Regionalized and reduced overall inventory levels
• Ensured next-day part delivery
• Addressed the aging workforce issue by increasing the product knowledgebase within technical support