Digital Service Management System for Pega

Discrete manufacturers are going through deep transformation of their business models. For example, 47% of industrial manufacturers aim to build new industrial value networks and digital ecosystems. In addition, service and parts management is seen as a growing source of revenue, differentiation, and margins - as compared to new equipment sales.

Atos Digital Service Management (DSM) enables manufacturers to transform the service management process to make use of industry shift. DSM provides end-to-end service management, including predictive maintenance, customer dashboards for equipment and service monitoring, a centralized command center for remediation, optimized service scheduling, parts escalation workflow, and field service operations.

DSM employs a loosely coupled architecture built on the core Pega PlatformTM and field service framework. DSM enables discrete manufacturers to move toward a subscription-based business model through product servitization, improved operational efficiency, faster service maintenance, enhanced customer experience, and personalized service contracts.

• Synchronized sensor-data monitoring and event processing using IoT platform integration for predicting maintenance and repairs
• Real-time dashboards for customers and command center personnel to take remedial steps
• Predictive service requests trigger automation and straight-through processing
• Parts escalation workflows to prioritize service parts procurement
• Automated service technician assignment using Pega Customer Decision HubTM
• Work-order management and resolution through field service mobile app