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PTC Transforms Global Software Support, Wins Industry Award For New ESupport Portal

PTC (Nasdaq: PMTC) today announced its newly launched PTC eSupport Portal has been honored as a “Top Ten Best Support Website” for 2013 by the Association of Support Professionals (ASP). This distinction, given to companies that demonstrate excellence in online service and support, acknowledges the complete transformation of PTC’s global support program that is designed to dramatically improve the customer experience. Earlier this year, PTC replaced its traditional software maintenance programs with an entirely new set of differentiated global support solutions that maximize user productivity, optimize system performance, reduce risk and help control costs.

According to a new report from the management consulting and research firm CIMdata, “PTC has made a significant investment in revamping their support offerings to ensure they provide more than just maintenance and defect fixes. They want to deliver the support expected by their customers and help them achieve the most from their investments in PTC and its solutions. The customer portal provides easy 24 x 7 access to available services, and the new and updated support structure and capabilities help customers use PTCʼs products more effectively to develop better products faster at lower cost.”

The new award-winning PTC eSupport Portal provides support services that enable customers to personalize support resources, including new support options for its customers, an easier-to-use interface with improved search functions and more relevant knowledge-based articles.

“PTC’s new eSupport Portal allows me to find the resources I need faster and it’s easy to get to articles I’ve bookmarked for re-use,” said Chris Collinson, engineering systems analyst, DEK International. “Not only am I saving my time, but I’m getting my users the application answers they need to maximize the features and move projects along faster.”

The “Ten Best” award winners were selected by a panel of judges with expertise in web support design and implementation, using a scoring and evaluation process which covered the following areas:
  • Overall usability, design, and navigation
  • Knowledgebase and search implementation
  • Interactive features
  • Community engagement
  • The major site development challenge

“Web support continues to evolve rapidly," says ASP founder Jeffrey Tarter. “Companies like PTC are demonstrating the importance of partnering with its customers by delivering a total support experience to meet their specific needs.”

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