Agilent Technologies (NYSE:A) is the world's premier measurement company and a technology leader in communications, electronics, life sciences, and chemical analysis. Agilent is using Axeda software to enable its internet-based Intelligent Services, which offers laboratory managers new ways to improve productivity and save money.
Reduced onsite repairs with no parts by 20%
Ramped up deployments by 450% from 2007 to 2009
Determined 40% of "Push for Help" requests could potentially be resolved remotely
Tied their initiative to SLAs
Used customer feedback to measure and improve the initiative
"We've designed a highly effective way for our customers to get expert service, sometimes even before they know they have a problem. Intelligent Services introduce a platform on which all of our services advance to a new level of responsiveness and expertise."
- May Van, Vice President and General Manager, Agilent's Laboratory Services Solutions business