Strategic Transformation in Global Medical Technology Services
Platform migration from PTC Axeda to PTC ThingWorx and expansion of automated remote services
How a leading global medical technology manufacturer successfully modernized its service platform: by migrating from PTC Axeda to PTC ThingWorx, adopting proven features, and making targeted enhancements for greater automation, transparency, and scalability in global operations.
The modernization took place as a step-by-step evolution of the existing service landscape. Functionalities were specifically adopted and expanded to secure ongoing operations while driving automation and scaling.
Migration, Scalability, and Secure Standardization
With the growing global installation base, the requirements for efficient support processes, audit readiness, and a consistent role and rights concept increased. Remote support was already established. The goal was to consolidate operations on a future-proof platform and consistently standardize processes.
The focus was on:
- Platform change during ongoing operations:
Migration of the IoT/device management solution from Axeda to ThingWorx. - Reduction of manual activities:
Recurring tasks should be performed using standardized remote actions instead of time-consuming remote desktop sessions. - Consistency through to CRM:
Device and service context should be usable and documentable across systems. - Governance & transparency:
Clear rules for remote access and traceable documentation of actions performed. - Data basis for analysis:
Automated collection and provision of diagnostic data.
Thingworx as a Target Platform With Advanced Service Capabilities
The inventory functionality from Axeda was migrated to ThingWorx and further developed in a targeted manner. The solution links device status, processes, and service workflows across systems.
- Core functions at a glance
Migration Axeda → ThingWorx (existing functionality)
Transfer existing device management and service functions as a stable basis for global operations. - Alerting & Notifications
Proactive notifications support prioritization and rapid response. - Remote Desktop + One-Click Remote
Actions Remote desktop access remains optional. In addition, one-click remote actions enable the automated execution of defined activities to reduce interactive sessions and standardize processes. - Technician Dashboards
Structured overviews bundle support-related information in a compact and application-oriented manner.
- Automated asset registration including Salesforce enrichment
Devices register themselves automatically after commissioning and retrieve metadata from Salesforce (e.g., region). This metadata controls the role and rights concept so that devices are only displayed to authorized technicians. - End-to-end workflow integration (CRM ↔ IoT platform)
Service workflows are initiated from the CRM and documented across systems. - Automated data collection for analysis
Diagnostic data is automatically collected and made available for evaluation. - Transparency for the customer
Visibility of when remote access is permitted, as well as information on actions performed, enhance traceability and compliance. In addition, the customer can actively approve remote access and control which measures may be carried out.
Focus on measurable leverage
Modernization creates the basis for scalable, globally controllable service and relieves operational teams through clearly structured, automated processes.
Specifically, this means:
- Standardized, automated remote processes that reduce manual intervention and shorten response times
- Greater transparency and governance for remote access, including clear approvals and traceable actions
- Improved data availability for analysis and continuous optimization, instead of manual data collection
- Greater process consistency through integration into existing CRM workflows and cross-system documentation
Using platform migration as a lever for modernization
Platform migration is not purely an IT project. It affects processes, governance, and service architecture—and thus influences how scalable, controllable, and transparent the service will be in the long term.
Those who consciously design the migration can consolidate structures, expand automation in a targeted manner, refine role and authorization concepts, and establish a resilient database.
This turns a necessary system change into a strategic development step.
Methodology and Implementation
Implementation was carried out in an agile manner according to Scrum, with technical specifications and quality assurance in short iterations, in order to implement requirements flexibly and in a manner suitable for international rollout.
Tech Stack Overview
IoT platform
- Source: PTC Axeda (inventory, migrated)
- Target: PTC ThingWorx (device management & services)
CRM & Process Integration
- Salesforce for metadata (e.g., region, responsibilities)
- CRM-triggered service workflows with cross-system logging
Connectivity & Remote-Services
- Classic remote desktop access (VNC)
- Automated one-click remote actions for standardized tasks
Methodology
- Agile implementation (Scrum)
- Iterative technical specification and quality assurance
Service Enablement
- Alerting & notifications
- Technician dashboards
- Automated collection of diagnostic and operating data
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