Case Study: 3D Systems achieves increased uptime and improved service profitability with ServiceMax & Aquant

Manufacturing Leader 3D Systems Increases Uptime, Drives Improved Service Profitability with ServiceMax & Aquant

3D Systems, a leader in additive manufacturing, needed to meet rising customer expectations for consistent uptime and faster response times. Although the company had used ServiceMax since 2017 for installed base and work order management, it needed to transform its service organization to deliver predictive, rapid support for its internet‑connected printers.

By integrating ServiceMax with Aquant’s AI-driven service intelligence and Remote Triage, 3D Systems mines IoT and historical service data to give technicians instant diagnostics, predict failures, enable remote fixes, and optimize dispatches. The change cut parts usage by 62%, reduced repeat visits by 39%, enabled 500 assets with IoT, improved first‑time fix and MTTR, reduced truck rolls, and increased uptime and service profitability.

3D Systems

Mark Hessinger

VP of Global Customer Services