Software helps manufacturers deliver remote service programs.
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Press Release Summary:
Axeda® ServiceLink v5 includes business intelligence engine for tracking and reporting service metrics. Other components include Axeda® Case Management that captures actions performed in Axeda ServiceLink to resolve trouble ticket, Axeda® Preventive Maintenance for time-based service and inspections based on actual numbers, and Axeda® Transport that extends remote service to mobile devices.
Original Press Release:
Axeda Corporation Announces Axeda® ServiceLink 5
FOXBORO, Mass., May 21 -- Axeda Corporation, the secure remote service and support company, today announced Axeda® ServiceLink 5, a major new release of the company's flagship product suite (formerly Axeda® DRM). With innovative new applications and features for service intelligence, collaboration, management and delivery, Axeda ServiceLink 5 is the most advanced remote service platform on the market, enabling manufacturers to deliver services that generate new revenue streams at reduced costs.
"Axeda ServiceLink 5 provides sophisticated capabilities that product manufacturers need to deliver world-class remote service programs," said Brian Anderson, Vice President of Marketing, Axeda Corporation. "For example, new service intelligence features give managers the metrics they need to drive program results, and advanced service collaboration features capture information on how support cases are resolved, increasing the efficiency of the service organization."
Axeda ServiceLink 5: Enabling Service Excellence
Axeda ServiceLink 5 is packed with enhancements in the base product and offers a host of new applications to deliver unmatched service excellence. Key capabilities include:
Service Intelligence -- Axeda ServiceLink 5 includes a fully integrated business intelligence engine for tracking and reporting service metrics such as MTTR, MTBF that ensure that SLA's to customers are met. Information is presented through Axeda® Report and the new Axeda® Dashboard application, which provide rich displays and reports that highlight key performance indicators with drill-up, drill-down, and drill-through capabilities. An intuitive Web-based report builder enables business users to create powerful ad-hoc reports and management dashboards without IT assistance.
Service Collaboration -- The new Axeda® Case Management application automatically captures all actions performed in Axeda ServiceLink to resolve a trouble ticket, providing a knowledge base of best practices to optimize operations. Axeda ServiceLink's Service-Oriented Architecture (SOA) enables integration to trigger case creation in existing trouble ticket systems, and provide views of device information within other enterprise applications. The result is a complete view of all service actions performed for a customer at the device level, within the call center and in the field.
Service Management -- Avoiding unscheduled product downtime and emergency service visits enables manufacturers to save money while keeping customers satisfied with higher utilization rates. The new Axeda® Preventive Maintenance application enables time-based service and inspections based on actual-not estimated-numbers, helping to eliminate premature site visits. This application also helps reduce part and inventory costs by providing a visual display of multiple service counters for a product, enabling service technicians to know exactly which parts of the product require service.
Service Delivery -- Via the new Axeda® Transport capability, remote service is extended to mobile devices, such as ventilators, infusion pumps, and handheld computers. By connecting to an iPod-like docking station, mobile devices can receive software patches, upload their latest diagnostic information, receive feature upgrades, and participate in trouble shooting sessions with manufacturer service technicians.
Respironics Projects Millions in Service Margin Increases
Respironics is using Axeda Transport as part of its award-winning Respi- Link(TM) service for its Esprit® Critical Care ventilators. This capability allows the service team to download software and option upgrades to the sales team's laptops. Sales reps can then perform upgrades to their demonstration units anytime, anywhere - without being directly connected to the Internet. The next time the sales rep connects to the Internet, a report of the upgrade is automatically transmitted back to Respironics' Axeda ServiceLink server. This capability allows rapid deployment of new software or option offerings while eliminating the need to have a service technician perform the upgrade.
"Respi-Link, along with software and option downloads performed by our customers, lets us reduce the number of on-site repair and installation trips, increases our service contract revenue, and increases product sales," said Dick Ellis, Director, Critical Care Services, Respironics Inc. "As a result, we are estimating $2 million in margin improvement over the next 3 years - but even more importantly, we are helping hospitals deliver better patient care."
Axeda Service Link 5 is available this quarter through Axeda Corporation and its authorized distributors. The release includes new features and upgrades in the base product, and offers additional applications. Please contact Axeda at sales@axeda.com or call 508-337-9200 for additional information.
About Axeda
Axeda Corporation is the secure remote service and support company. Its solution helps Fortune 1000 companies worldwide, including Abbott Laboratories, Diebold and EMC, proactively service and support products to ensure optimal uptime at the lowest possible cost. In 2006, Axeda became the first and only remote service application provider to receive the prestigious VeriSign® Security Certification. Axeda Corporation is a privately held company headquartered in Foxboro, Mass. and can be reached at http://www.axeda.com/.
Source: Axeda Corporation
CONTACT: Media, Erin Nolan Smith, Director, Marketing Communications, Axeda Corporation,508-718-6351, enolan@axeda.com
Web site: http://www.axeda.com/
