Enter Your Email Address to Receive a
Copy of MedicExhange Member Demograhpics

Axeda, the on-demand remote service software company, and its customer, Varian Medical Systems, have won an M2M Value Chain Award for Varian's SmartConnect™ remote service program.

Axeda, the on-demand remote service software company, and its customer, Varian Medical Systems (NYSE: VAR - News), have won an M2M Value Chain Award for Varian's SmartConnect™ 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® ServiceLink™ 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 US-based service calls monthly, saving four hours of travel time or more for every call. Additional results from the SmartConnect program include:

• 50 per cent reduction in Varian's mean time to repair (MTTR)
• 20 per cent 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-sensitive treatment regimens on track by ensuring that our radiotherapy systems are up and running."

For the past two years, Varian Medical Systems has been ranked first in the industry in overall service performance by the ServiceTrak™ survey report on radiation oncology accelerators, which is published by IMV, Ltd., a research company that analyzes service trends and rates manufacturers' performance on the basis of telephone interviews with customers. Last year, Varian took the top rating in a number of service categories, including overall service performance, overall satisfaction with the manufacturer, and effectiveness in resolving problems.

"Our SmartConnect solution plays a significant role in our ability to generate this kind of positive regard among customers," DuBeau said.

Varian uses Axeda software to remotely monitor, support, and service mission-critical products at more than 1,500 treatment centers worldwide.

"Smart services have a significant impact on the bottom line for businesses and manufacturers alike," said Peggy Smedley, editorial director/president, Specialty Publishing Company/M2M Magazine. "Varian has an advanced remote service solution that delivers impressive value for both Varian and its customers."

For a complete case study on SmartConnect, please visit http://www.axeda.com.