SmartConnect™, Varian Medical Systems' Remote Service Program, Provides Proactive Support for Cancer Center Customers
FOXBORO, Mass. - June 26, 2008 - 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™ 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 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-sensitive treatment regimens on track by ensuring that our radiotherapy systems are up and running."
Varian Medical Systems is the world's leading manufacturer of integrated cancer therapy systems. For the past two years, the company 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 www.axeda.com.
Axeda Corporation delivers on-demand remote service capabilities to some of the world's leading manufacturing companies and large enterprises. The award-winning Axeda ServiceLink solution helps companies, including Abbott Laboratories, Diebold and EMC, proactively service and support products to drive 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 www.axeda.com.
About Varian Medical Systems
Varian Medical Systems, Inc., of Palo Alto, California, is the world's leading manufacturer of medical devices and software for treating cancer and other medical conditions with radiotherapy, radiosurgery, proton therapy, and brachytherapy. The company supplies informatics software for managing comprehensive cancer clinics, radiotherapy centers and medical oncology practices. Varian is a premier supplier of tubes and digital detectors for X-ray imaging in medical, scientific, and industrial applications and also supplies X-ray imaging products for cargo screening and industrial inspection. Varian Medical Systems employs approximately 4,600 people who are located at manufacturing sites in North America and Europe and in its 60 sales and support offices around the world. For more information, visit http://www.varian.com.