transitioning from reactive to proactive service by leveraging remote monitoring technologies chris...
TRANSCRIPT
Transitioning from reactive to proactive service by leveraging remote monitoring technologies
Chris La FrattaDirector, Global Services Engineering Programs
Agenda
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• Philips Healthcare
• Customer Insights
• Remote Service at Philips Healthcare
• Proactive Remote Services
• Value-Added Services
• Summary
PhilipsSimply focused on health and well-being
Depth and reach of Philips HealthcareWhat we do. Where we are.
The current reality in services
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Reactive service model
Tier 1Customer Focused / Basic Product Knowledge
Tier 2Technical Experts / Application Specialists
Field Service Engineer onsite
support
(“First trip” resolution)
Remote
fix
Route to Tier 2
support
Failure analysis
Dispatch engineer
Call closure
5-15 min€20/call
4-8 hours€500/call
30-180 min €50/call
Incoming customer call
System
Fails
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Philips Remote Services implementationFacts and figures
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>7,500 healthcare facility connections
>45,000 device connections
IPsec VPN & SSL based onindustry best practice
ISO 27001 CertifiedReal-time monitoring &
software updates
Remote fix & diagnosis
Faster speed of service and lower costs through remote services
Proactive MonitoringCondition-based, system-generated alerts
What
• Monitor critical system parameters in real time
• Create automatic notifications from system-generated alerts
• Address system deviations proactively and preempt failures
Why
• Avoid system downtime and customer disruption
• Improve workforce and spare parts planning
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Proactive SW updatesAutomatic distribution of SW updates, patches and anti-virus files
What
• Schedule and push SW updates automatically
• Maintain SW revision records systematically through ERP system integration
Why
• Minimize system downtime; updates can be performed off hours
• Maintain latest system SW revisions for increased performance, compliance, & security
• Reduce travel and workload for internal field engineers
ERP
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Post-monitoring trending & analysisAnalyzing system performance for patterns and prediction
What
• Analyze system performance over time and across installed base
• Identify system or usage patterns preceding failures
• Develop predictive algorithms
Why
• Avoid system downtime and customer disruption
• Schedule and plan service/parts replacement with advanced notice
• Improve product design/reliability
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DB
Value-added service opportunitiesUsage-based billing, consulting and opportunity mining
What
• Create automatic customer invoices based on real time device usage
• Incorporate usage information into preventative maintenance strategy
• Identify sales opportunities based on real time device usage data
Why
• Enable usage-based selling & workflow consulting
• Improve customer intimacy and partnerships
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Summary
• Customers value speed of service and planned maintenance
• Remote services facilitate faster break-fix service• Remote diagnosis and remote fix
• Proactive remote services minimize customer disruptions• Proactive monitoring/alerting
• Proactive SW updates
• Post-monitoring trending and analysis
• Remote services provide a foundation for value-added services• Usage-based billing
• Work-flow consulting
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