May 10, 2013
Varian Deploys a New Helpdesk Tool Based on Axeda Machine Cloud
By Mandira Srivastava
To enable their helpdesk associates to remotely audit devices and application as well as to have direct access hospital workstations for quickly diagnosing fixing the problems, Varian Medical Systems, a manufacturer of medical devices and software for diagnosing cancer and other medical conditions, has provisioned a new helpdesk customer service tool, SmartConnect Bridge. This tool has been deployed by using Axeda (News - Alert) Machine Cloud technology.
Ths solution gives helpdesk a direct, real-time access to customer workstations which enables Varian to efficiently solve machine issues and improve response time in emergency situations. SmartConnect Bridge satisfies HIPAA requirements by facilitating audit of machine updates. Additionally, by matching the workstation's ID to Varian's database in SAP (News - Alert), the solution enables technicians to authenticate the customer and the machine without.
"Machine downtime anywhere is frustrating, but in a hospital it is especially problematic, as it can interfere with optimum patient experience," said Dan DuBeau, program manager at Varian, in a statement. "With SmartConnect Bridge, we can we address urgent issues instantly -- alleviating stress and providing the highest level of service possible."
In a recent survey from INEX Advisors and Connected World Magazine, “regulatory compliance” was quoted by M2M adopters as the top strategic initiative by their organizations.
"The medical device industry clearly demonstrates how real-time access to machine data can dramatically improve countless processes throughout an organization -- beyond service, including compliance, finance, sales, and marketing," said John Carroll, CEO, The Service Council. "By fully leveraging Big Machine Data, connected enterprises like Varian are providing world-class customer service while streamlining their own operations.”
Some of the results seen by both Varian and hospital IT staffs in early pilots with SmartConnect Bridge, include considerably reduced number of onsite service calls and travel, labor, and maintenance costs, faster response and remediation of machine issues and fast and easy workstation audits and access to SAP data -- streamlining compliance with HIPAA regulations.
"Our initiative with Varian demonstrates the ways Axeda is working with customers and partners to find new ways to enable innovation," said Bill Zujewski, CMO and executive vice president for product strategy at Axeda. "There is tremendous opportunity to add real value across a connected hospital environment."
Edited by Rich Steeves