Varian Enables HIPAA Compliance and Optimizes Customer Service with the Axeda Machine Cloud
BOSTON, May 8, 2013 /PRNewswire/ — Axeda Corporation, the leading provider of cloud-based service and software for managing connected products and delivering machine-to-machine (M2M) applications, today announced that Varian Medical Systems, a leading manufacturer of medical devices and software for treating cancer and other medical conditions, has deployed a new helpdesk customer service tool, SmartConnect Bridge, using Axeda Machine Cloud technology.
SmartConnect Bridge gives Varian’s helpdesk staff direct access to hospital workstations, allowing them to remotely audit devices and applications, quickly diagnosis issues, and fix problems without having to send a technician to the site. By enabling direct, real-time access to customer workstations, the solution helps Varian efficiently solve machine issues while improving response time in emergency situations.
“Machine downtime anywhere is frustrating, but in a hospital it is especially problematic, as it can interfere with optimum patient experience,” said Dan DuBeau, Program Manager at Varian. “With SmartConnect Bridge, we can we address urgent issues instantly – alleviating stress and providing the highest level of service possible.”
SmartConnect Bridge also facilitates a quick and easy audit of machine updates – satisfying HIPAA requirements and enabling technicians to authenticate the customer and the machine. The solution matches the workstation’s ID to Varian’s database in SAP, allowing the help desk technician to identify the customer, even if the workstation has never been accessed by a Varian technician.
Connected Machines: What’s Behind Adoption
In a recent survey from INEX Advisors and Connected World Magazine, M2M adopters cited ‘regulatory compliance’ as the top strategic initiative driving their organization’s investment in M2M.
“The medical device industry clearly demonstrates how real-time access to machine data can dramatically improve countless processes throughout an organization – beyond service, including compliance, finance, sales, and marketing,” said John Carroll, CEO, The Service Council. “By fully leveraging Big Machine Data, connected enterprises like Varian are providing world-class customer service while streamlining their own operations.”
Both Varian and hospital IT staffs experienced impressive results in early pilots with SmartConnect Bridge, including:
- Considerably reduced number of onsite service calls and travel, labor, and maintenance costs.
- Faster response and remediation of machine issues – dramatically increasing machine uptime and improving satisfaction of hospital staff and patients.
- Fast and easy workstation audits and access to SAP data – streamlining compliance with HIPAA regulations.
“Our initiative with Varian demonstrates the ways Axeda is working with customers and partners to find new ways to enable innovation,” said Bill Zujewski, CMO and executive vice president for product strategy at Axeda. “There is tremendous opportunity to add real value across a connected hospital environment.”
About Axeda
Axeda provides the leading cloud-based service and software for managing connected products and implementing innovative M2M applications — significantly reducing the cost and complexity of connecting and remotely servicing the products of the world’s leading companies. Axeda customers use its M2M application enablement platform to deliver innovative M2M solutions and optimize their business processes with data from their connected products.
By relying on the Axeda® Platform to power their connected products, companies are transforming their business by improving customer satisfaction, reducing costs, and generating new sources of revenue. The M2M solutions behind these connected products range from remote service, fleet management, usage-based insurance, asset tracking, mHealth, and more. Join our developer community at:
http://developer.axeda.com and learn more at www.axeda.com.
