Axeda® Helps Egenera Reduce Resolution Cycle Time from Days to Hours while Meeting Customer Service-Level Agreements
Challenge
To remotely monitor the Egenera Systems, minimize customers’ total cost of ownership, and meet SLAs in delivering service and parts to customer sites within four hours
Solution
Use Axeda® ServiceLink to remotely monitor and service Egenera Systems in ensuring high availability and meeting customer SLAs
Results
• Customer satisfaction rating of 4.75 out of 5 in meeting SLAs (an increase from 3.1 out of 5, which was their previous rating with their internally developed solution)
• Response times on customer calls or Web requests for service reduced from an hour to under two minutes
• Resolution cycle time reduced from days to hours
