Case Study: EMC achieves 60% more service jobs per shift and higher customer satisfaction with PTC's Service Lifecycle Management

EMC - Customer Case Study

EMC, a global leader in IT infrastructure and services, faced rising service complexity as its product portfolio and global footprint expanded. To optimize its Total Customer Experience, EMC needed to replace largely manual, regionally inconsistent scheduling, dispatch, and parts-management processes with an integrated, mobile-enabled solution—so they turned to PTC and its Service Lifecycle Management (SLM) offerings, including Field Service Management and mobility.

PTC deployed centralized SLM capabilities—skills-based scheduling and dispatch, parts planning and inventory visibility, mobile field access, and integration with CRM/ERP—giving EMC a single source of service truth. The PTC solution drove measurable gains: service jobs per shift +60%, resource utilization >80%, return trips cut from 20% to 5%, travel time nearly halved, parts admin activity down 66%, over $7M annual savings from reduced same-day shipping, and customer satisfaction rising from ~90% to over 95%.

EMC

John Dodd

Director of Customer Service Operations