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Transitioning from reactive to proactive service by leveraging remote monitoring technologies

Transitioning from reactive to proactive service by leveraging remote monitoring technologies Chris La Fratta Director, Global Services Engineering Programs. Agenda. Philips Healthcare Customer Insights Remote Service at Philips Healthcare Proactive Remote Services Value-Added Services

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Transitioning from reactive to proactive service by leveraging remote monitoring technologies

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  1. Transitioning from reactive to proactive service by leveraging remote monitoring technologies Chris La Fratta Director, Global Services Engineering Programs

  2. Agenda • Philips Healthcare • Customer Insights • Remote Service at Philips Healthcare • Proactive Remote Services • Value-Added Services • Summary 2

  3. PhilipsSimply focused on health and well-being

  4. Depth and reach of Philips HealthcareWhat we do. Where we are.

  5. The current reality in services 5

  6. Reactive service model Tier 1 Customer Focused / Basic Product Knowledge Tier 2 Technical Experts / Application Specialists Route to Tier 2 support System Fails Remote fix Incoming customer call Call closure Failure analysis Dispatch engineer 5-15 min€20/call 30-180 min€50/call Field Service Engineer onsite support (“First trip” resolution) 4-8 hours€500/call 6

  7. Philips Remote Services implementationFacts and figures >7,500 healthcare facility connections Remote fix & diagnosis IPsec VPN & SSL based onindustry best practice ISO 27001 Certified Real-time monitoring & software updates >45,000 device connections Faster speed of service and lower costs through remote services 7

  8. 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 8

  9. Proactive SW updatesAutomatic distribution of SW updates, patches and anti-virus files ERP • 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 9

  10. Post-monitoring trending & analysisAnalyzing system performance for patterns and prediction DB • 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

  11. 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 11

  12. 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 12

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