Transitioning from reactive to proactive service by leveraging remote monitoring technologies
Chris La FrattaDirector, Global Services Engineering Programs
Agenda
2
• 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
10
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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