Varian Medical Systems, Inc. is the world's leading manufacturer of integrated cancer therapy systems. They are using the Axeda software for remote service monitoring of both their Millennium MLC™, a sophisticated device that shapes the radiation beam during cancer radiation therapy treatments, and their Acuity™ System, an integrated treatment planning, simulation, and verification system for patient plans.

Axeda software connects Varian’s customer service department to complex devices at customer sites, so that Varian service personnel can provide real-time support, remotely monitor the equipment, generate performance reports, and diagnose problems all in a private and secure manner.

Results:

  • Reduced MTTR by 50%
  • Averaged 700 calls resolved remotely per month
  • Save four hours of travel time for each call
  • Reduce service costs by $2,000 for each problem resolved remotely

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"Acuity customers will enjoy the benefits of real-time support from our customer support organization through our SmartConnect solution enabled by Axeda software. This additional deployment will make it possible for our team to provide immediate response to Acuity customer inquiries. It will enable our staff to remotely assist our clients with optimizing the product's image quality, solving operational problems, tuning performance, and updating software. SmartConnect will allow Varian's customer support staff to assist therapists with better usage techniques, and provide instructions on how to manipulate Acuity's tool set for image optimization."

- Bob Larsen, Director of Service Marketing, Varian Medical Systems


"It's a great first line of defense. Whenever I run into problems, Varian can take a look at the system online, and I can watch what they're doing. The engineer doesn't have to make a trip out here just to diagnose the problem."

- Tamara Focht, M.S., Chief of Medical Physics, Cape Cod Hospital, Varian Medical Systems Customer