SmartConnect(TM), Varian Medical Systems' Remote Service Program, Provides
Proactive Support for Cancer Center Customers
FOXBORO, Mass., June 26 /PRNewswire/ -- Axeda, the on-demand remote service software company, and its customer, Varian Medical Systems (NYSE: VAR), have won an M2M Value Chain Award for Varian's SmartConnect(TM) remote service program. The award recognizes the most highly successful commercial applications of machine-to-machine (M2M) technology, and the solution providers that made their success possible.
Powered by Axeda(R) ServiceLink(TM) remote service software, SmartConnect enables Varian's service department to remotely monitor and service the company's cancer treatment technology, ensuring that when patients arrive at hospitals and treatment centers, the radiotherapy equipment is up and functioning properly.
SmartConnect enables secure remote access to products deployed at widely dispersed customer sites. Used to service more than 18 product lines, SmartConnect is a vital component of Varian's customer experience. It ensures that Varian can meet narrow time windows for resolving issues -- improving customer satisfaction and product availability.
Varian's team of highly trained engineers and technicians use SmartConnect to remotely resolve more than 200 U.S.-based service calls monthly, saving four hours of travel time or more for every call. Additional results from the SmartConnect program include:
-- 50% reduction in Varian's mean time to repair (MTTR)
-- 20% fewer technician dispatches worldwide
-- Increased productivity of clinicians and technicians at customer sites through immediate access to technical assistance
"One day of system downtime can cause 35 patients to miss their
treatments -- a risk that no hospital or patient can afford," said Dan
DuBeau, program manager, remote access and MICAP for Varian Medical
Systems. "SmartConnect keeps patients' time-sensi
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