Case Study

Case Study: How Carbon Redefined Customer Service In 3D Printing

September 13th, 2022
Daniel Hong, null
Daniel Hong
Laura Naparstek, null
Laura Naparstek
With contributors:
Rick Parrish , Ian Jacobs , Annika Gunderson , Sarah Dawson , Ananya Suresh , Shayna Neuburg


Carbon disrupted the already disruptive 3D printing market in 2018 with internet of things (IoT)-fueled customer experiences that underpin a predictive customer service model, helping the company to enrich and maintain customer relationships. This case study unpacks Carbon’s customer service practices and highlights the strategic advantages and savings in cost, time, and effort its support and sales model generated.

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