Service lifecycle management

For manufacturers to maximize their competitive advantage and customer base, they must generate revenue from after-market services as well as from products. With the Adobe® Intelligent Document Platform for service lifecycle management (SLM), service representatives can improve maintenance and repair services by easily accessing accurate, up-to-date information, such as customer status, field manuals, and parts catalogs.

Part of the Intelligent Document Platform, Adobe LiveCycle™ products capture existing data and integrate with enterprise systems, putting incident-critical information — online or offline — at a technician's fingertips.

With Adobe's support for 3D designs and XML, technicians can process customer service needs more quickly and accurately. They can access rich 3D designs embedded in Adobe PDF documents — such as training, repair, or troubleshooting manuals, customer service histories, and parts histories. Because XML's data interchange capabilities link intelligent documents directly to back-end systems, technicians can also comment on and make changes to manuals from the field as well as reorder parts quickly and easily. Pertinent customer information flows from back-end systems in automated processes that capture service information in real time. With Adobe solutions, accessing rich data in a more secure manner is easy — anywhere along the supply chain.