Presentation is loading. Please wait.

Presentation is loading. Please wait.

Transitioning from reactive to proactive service by leveraging remote monitoring technologies Chris La Fratta Director, Global Services Engineering Programs.

Similar presentations


Presentation on theme: "Transitioning from reactive to proactive service by leveraging remote monitoring technologies Chris La Fratta Director, Global Services Engineering Programs."— Presentation transcript:

1 Transitioning from reactive to proactive service by leveraging remote monitoring technologies Chris La Fratta Director, Global Services Engineering Programs

2 Agenda 2 Philips Healthcare Customer Insights Remote Service at Philips Healthcare Proactive Remote Services Value-Added Services Summary

3 Philips Simply focused on health and well-being

4 Depth and reach of Philips Healthcare What we do. Where we are.

5 The current reality in services 5

6 Reactive service model Tier 1 Customer Focused / Basic Product Knowledge Tier 2 Technical Experts / Application Specialists Field Service Engineer onsite support (First trip resolution) Remote fix Route to Tier 2 support Failure analysis Dispatch engineer Call closure 5-15 min20/call 4-8 hours 500/call min 50/call Incoming customer call System Fails 6

7 Philips Remote Services implementation Facts and figures 7 >7,500 healthcare facility connections > 45,000 device connections IPsec VPN & SSL based on industry best practice ISO Certified Real-time monitoring & software updates Remote fix & diagnosis Faster speed of service and lower costs through remote services

8 Proactive Monitoring Condition-based, system-generated alerts What Monitor critical system parameters in real time Create automatic notifications from system-generated alerts Address system deviations proactively and preempt failures Why Avoid system downtime and customer disruption Improve workforce and spare parts planning 8

9 Proactive SW updates Automatic distribution of SW updates, patches and anti-virus files What Schedule and push SW updates automatically Maintain SW revision records systematically through ERP system integration Why Minimize system downtime; updates can be performed off hours Maintain latest system SW revisions for increased performance, compliance, & security Reduce travel and workload for internal field engineers ERP 9

10 Post-monitoring trending & analysis Analyzing system performance for patterns and prediction What Analyze system performance over time and across installed base Identify system or usage patterns preceding failures Develop predictive algorithms Why Avoid system downtime and customer disruption Schedule and plan service/parts replacement with advanced notice Improve product design/reliability 10 DB

11 Value-added service opportunities Usage-based billing, consulting and opportunity mining What Create automatic customer invoices based on real time device usage Incorporate usage information into preventative maintenance strategy Identify sales opportunities based on real time device usage data Why Enable usage-based selling & workflow consulting Improve customer intimacy and partnerships 11

12 Summary Customers value speed of service and planned maintenance Remote services facilitate faster break-fix service Remote diagnosis and remote fix Proactive remote services minimize customer disruptions Proactive monitoring/alerting Proactive SW updates Post-monitoring trending and analysis Remote services provide a foundation for value-added services Usage-based billing Work-flow consulting 12

13


Download ppt "Transitioning from reactive to proactive service by leveraging remote monitoring technologies Chris La Fratta Director, Global Services Engineering Programs."

Similar presentations


Ads by Google