Case Study: iQor achieves automated high-skill diagnostics and $1M+ annual savings with PTC ThingWorx & Service Knowledge and Diagnostics

How iQor is Using Integrated Solutions and Expert Knowledge to Automate High-Skill Work

iQor, a global customer and product support provider with 32,000 employees in 18 countries, faced a growing reverse‑logistics challenge: high volumes of returns and increasingly complex, connected devices that required specialist diagnostic expertise. To capture and scale that expertise, iQor engaged PTC, building on existing Service Lifecycle Management use and adopting ThingWorx and Service Knowledge and Diagnostics (SKD) to help automate diagnostics and share master technicians’ know‑how.

PTC implemented a Connected Service Knowledge and Diagnostics (CSKD) platform that links ThingWorx, SKD, and iQor’s depot/SDM systems, and hosted the solution in PTC’s cloud (99.5% availability). The CSKD “cookbook” codified expert troubleshooting, walked technicians through tests at the workbench, and automated logging—delivering more than US $1 million in annual cost savings, faster rollouts (future implementations expected twice as fast), higher first‑time repair quality, and the ability to run high‑skill work with minimal training.

iQor

Chris Hall

Senior Director of Global IT Solutions