1 w h i t e p a p e r Using Smart Services to Automate Business Processes by Integrating with CRM and ERP Applications Executive Summary What could you do with real-time access to performance data from the products that you ve sold to your customers? How might that change how you do business? In the past, product manufacturers considering remote access saw it simply as a tool for troubleshooting problems on their products deployed at customer sites. However, manufacturers are now realizing that being able to remotely manage and service customer products can drive innovations to business processes that reach beyond the service organization. More and more product manufacturers are adopting Smart Services to transform business processes across many areas of a manufacturer s organization. Companies that have deployed Smart Services are seeing benefits to four key business processes: Service handling. Monitoring and managing customer products delivers improved service, lower cost-to-serve, and higher customer retention rates. Smart Services also enables new types of service offerings to increase services revenue opportunities. Software management. Automation improves the efficiency and reliability of the software update process, and helps with regulatory compliance by maintaining accurate records of changes to customer products. It can also enable new sales models by offering software features and applications on a trial basis. Pricing and ordering. Smart-Services-enabled usage monitoring supports pay-as-you-go pricing models, enabling companies to target a new market segment. Usage monitoring also enables proactive consumables sales and better parts and inventory management. Service intelligence and reporting. By providing the customer content to help them run their own operations more effectively, product manufacturers demonstrate that they can be true business partners rather than just product vendors. A New Class of Software, Delivered On-Demand Delivered as Software-as-a-Service (SaaS), Smart Services is a response to specific market pressures and has been enabled by the convergence of three technology trends.
2 In the marketplace, there has been increasing competitive pressure on product manufacturers, as product margins typically decrease over time, to derive a higher percent of profits from their services business. The result has been myriad initiatives to reduce service operations costs and increase service revenues, all while keeping customers happy. The deployment of a basic remote access tool to enable remote troubleshooting is a good example of one such initiative. It has allowed service organizations to reduce the cost of performing service on equipment located at customer sites, while offering customers a value-added service that improves problem resolution times. However, if basic remote access tools were sufficient in maintaining a competitive advantage, Smart Services would not have been developed. On the technology horizon, the convergence of four trends has enabled the development and wide adoption of Smart Services: Trend 1: The proliferation of increasingly intelligent assets. The decreasing cost of processing power has allowed manufacturers to build products with increasingly sophisticated software applications, network connectivity, user interfaces, and software system controls. With more and more complex systems in the field, the service organizations responsible for maintaining these systems have a larger challenge on their hands. Trend 2: The pervasive Internet. The lowered cost and increased coverage of the Internet allows companies to leverage public networks as a backbone for business use, both for internal, B2B, and ultimately, machine-to-machine communications. Moreover, wireless connectivity to track and monitor a wide range of mobile and occasionally connected assets is now becoming more prevalent as Smart Services vendors create solutions to meet the demand of manufacturers and owner operators. Trend 3: The ongoing integration of business systems. Corporate IT strategies have encouraged complete business integration. Policies prescribing standards for computing platforms, protocols, databases, and IT tools have made it easier for companies to align various business processes from multiple functional areas. The adoption of Service-Oriented Architecture (SOA) principles is the example of this development. Trend 4: The growing acceptance of the SaaS model. SaaS is quickly becoming the preferred method for organizations to adopt and consume enterprise software. With this on-demand delivery model, organizations avoid the initial investment in software licenses and IT infrastructure, the tedious process of installing and integrating the software, as well as maintenance, upgrade and patch installations, troubleshooting, and capacity planning. As a result of these trends, more product manufacturers have begun to realize that there is a broader vision for product connectivity, one that goes beyond basic remote access tools and even beyond the service organization. To compete more effectively for product sales and service contracts, product manufacturers have begun to see the potential of greater access to their products deployed at customer sites. If they can bridge this gap or missing link between manufacturer and product, then they ll have the data needed to transform business processes across their organization and gain a competitive edge.
3 Remote Service is that missing link. It handles connectivity and data collection so that product manufacturers can focus on driving business process transformation. Key Components of the Axeda ServiceLink Solution Axeda ServiceLink is an on-demand Smart Services solution with components installed on or near products, secure two-way communication over the Internet, and a full set of applications. 1. Axeda Agents connect to your product through standard protocols or custom drivers to access the data required to fulfill your Smart Services. The Axeda Agent continuously monitors important data you select using business rules to determine what data should be sent, and what constitutes an important event or alert. Axeda Agents optimize the use of communication bandwidth and allow the system to operate even if the Internet connection is temporarily not available. 2. The Axeda ServiceLink system maintains enterprise-class security that is VeriSign Security Certified. Data is sent securely over the Internet using HTTPS with SSL or AES encryption. 3. The Axeda Enterprise server provides the highly scalable processing center for all the information flowing through the system. As data is received, rules are executed to detect faults, generate notifications, and then the data is stored in a database. The Axeda Enterprise server also manages all security access and data exchange with other applications. 4. Axeda Applications present the collected information as required by different types of users, and allow two-way interaction with your products. Axeda Applications provide the complete user interface for the system using state-of-the-art technology. All access is enabled through Web browsers, allowing users to access the information that they need from anywhere in the world. Figure 1: The Axeda ServiceLink on-demand Smart Services solution is comprised of the Axeda Agent deployed on equipment at customer sites that communicate securely over the Internet to the Axeda Enterprise Server in a secure on-demand center.
4 Case Study: Varian Medical Systems is the world s leading manufacturer of integrated cancer therapy systems. Traditionally, system and product problems have required one or more service technicians to diagnose and resolve issues at the hospital site, resulting in higher costs and lost patient time. The loss of one day s treatment time for a typical treatment device can result in 35 patients missing their treatments. To manage these issues, Varian has deployed Axeda ServiceLink marketed as SmartConnect to 10,000 devices at more than 3,000 treatment centers, where they are used an average of 17,000 hours per month. Today, Varian resolves 700 calls in the United States per month remotely by their help desk, resulting in four hours of travel time saved per call. Since an average customer service call is approximately two hours, the company is realizing a 50% reduction in mean time to repair. Moreover, an average response time of four hours can also be reduced to two hours on SmartConnect-enabled systems, with an estimated savings to a hospital of more than $2,000 per event. Finally, the company reports that the product s Smart Services capabilities have helped grow software service contracts, which are currently captured at a rate of 17% higher than hardware service contracts. Business Processes Transformed by Smart Services Smart Services is currently enabling product manufacturers to transform four key business processes: service handling, software management, pricing and ordering, and service intelligence and reporting. 1. Service Handling Without Smart Services Traditional service organizations operate according to a reactive, break-fix model. They rely on the end customer to notify them of problems, attempt to troubleshoot via telephone support, and dispatch a service technician on site if the combined efforts of telephone support personnel and the end customer are not sufficient to resolve the problem. There may be repeat on-site visits if a problem persists or if the service technician did not arrive with the necessary spare parts. The hard costs associated with this type of reactive service handling model include product downtime for the customer, and time-to-repair and travel expenses for the manufacturer s service organization. There s also the risk of diminishing customer satisfaction if the customer perceives the support process as inefficient or frustrating. Common reasons for customer dissatisfaction include the inability to resolve problems on the first visit, slow response time by field technicians in getting on site, and poor quality of telephone support. With Smart Services Service organizations that deploy a Smart Services solution can shift from reactive to proactive service handling (see Figure 2) because: The device itself, not the end customer, senses there is a problem and sends an alert to the support organization, often before the customer is aware of a problem. The support organization notifies the customer of the problem and recommends a fix or workaround, if possible. Smart Services provides accurate information about the problem, whether through log files, error codes, or the execution of remote diagnostics. If the problem s cause is unclear, the support desk can respond with a virtual site visit via remote access for further troubleshooting. Because both the end customer and the support organization can view the same device display, telephone troubleshooting is much more efficient and far less frustrating for both parties. Depending on the product capabilities, the support organization may be able to recalibrate or reset parameters to resolve the problem before there is any impact on the customer s operations. Even if the problem requires an on-site service visit, Smart Services enables highly effective preliminary problem analysis, which means it s more likely that the service organization will dispatch a technician with the right tools and parts, and more likely that the problem will get fixed quickly and on the first visit.
5 PRODUCT DEVELOPMENT RECEIVES ESCALATION RESEARCHES DISCOVERS SOLUTION DEVICE CUSTOMER SUPPORT EXHIBITS ISSUE BEGINS INVESTIGATION SOLUTION AVAILABLE RECOGNIZES ISSUE NOTIFIED RESEARCHES OPENS SUPPORT TICKET RECEIVES SOLUTION FIX IMPLEMENTED Figure 2: Smart Services enables a proactive service handling process. Ultimately, Smart Services improves service results and, as a consequence, customer satisfaction. Smart Services can also improve a service organization s profitability by creating new revenue opportunities and reducing service operations costs. This is possible because: The remote access capabilities of Smart Services enable a service organization to create new, billable service offerings such as ad-hoc training hours, higher-value service packages, remote consulting, remote calibration or validation of devices, and workflow/operations analysis and optimization. Replacing all or even a portion of on-site visits with virtual site visits can have a significant impact on operations costs. Monitoring for small problems or trends that may lead to more serious problems (e.g., product downtime) enables pre-emptive maintenance through scheduled onsite visits, which are less costly than emergency (i.e., unscheduled) visits. Onsite visits are more productive because the service technician comes prepared with a lot of information about the device, and thus can address not only the problem at hand, but also less urgent irregularities that have been reported by the product. Higher customer satisfaction leads to higher contract renewal rates. In the long-term, product management and engineering also benefit from a Smart Services solution. Understanding how customers are actually using products can provide valuable insight for developing new features that create competitive differentiation. Engineers can also factor real-world performance data into the design of next-generation serviceability features that further reduce the cost of service delivery.
6 Case Study: Philips Healthcare is a leading developer, manufacturer, and distributor of innovative products and programs that serve the global sleep and respiratory markets. Like so many other manufacturers under pressure to differentiate their products, Philips Healthcare sought new ways to deliver new value-added services, lower their customers total cost of ownership, and deliver superior service at lower costs. Philips uses Axeda ServiceLink marketed as Respi-Link to deliver software updates, feature options, and offer proactive maintenance and service support of its Esprit Critical Care ventilators. Six months into the rollout of this program, with now more than 6,500 deployed devices, the company has earned overwhelming customer acceptance, largely due to the ability to install software updates at the customer s convenience without interrupting patient care. The ROI of the Smart Services initiative has been impressive with $1.2 million in annual savings from the optimized software upgrade process and 12% increase in service contract renewals. On the cost reduction side, Philips is reducing field service visits by 20% and overall service costs by 15%. 2. Software Management Without Smart Services Managing software updates has become extremely challenging due to the increased complexity of products and the software needed to operate them. Service organizations must deal not only with more frequent updates to applications, but also with patches to underlying software platforms. Furthermore, as more and different models of products are deployed, the number of hardware, software, and platform combinations increase, multiplying the complexity of managing valid configurations. In highly regulated industries such as medical/healthcare, manufacturers must also maintain a product history record documenting all changes made to each product, even if those changes occurred outside their knowledge or control. Service organizations typically handle software distribution by dispatching service technicians on site with physical media (software CDs) or by creating and sending out to customers the physical media. They send software updates based on best available knowledge of what the customer is running, rather than current and/or actual product configuration information. With Smart Services By deploying a Smart Services solution, a product manufacturer can eliminate the costs of media-based software delivery and increase the accuracy and reliability of software updates in a scalable manner. Smart Services simplifies the software management process through automation (see Figure 3), giving the manufacturer centralized control for managing updates and ultimately increasing the efficiency and reliability of the software update process. This is possible because: At the simplest level, using Smart Services for electronic distribution of software updates eliminates the costs and logistics of handling physical media. The product manufacturer benefits from the cost savings and the customer benefits by receiving critical updates as soon as they are released. Smart Services promotes targeted, accurate software delivery by enabling companies to send updates to only the products that meet the update criteria. A Smart Services solution can take a real-time inventory of managed products, automatically grouping products that are ready for update and flagging those with invalid configurations. This ensures that updates go out on time to products that meet the required criteria, while products that don t meet the criteria are dealt with separately. Simplifying this process also allows manufacturers to roll out software updates more frequently, if needed. For regulatory or compliance requirements, Smart Services makes it possible to automatically document changes to device software, eliminating labor-intensive manual record keeping (and the associated errors) and data decay. Having an accurate product history record is essential in the event of product recalls. To check on warranties and service plans, integrating Smart Services with a CRM system allows for automated contract confirmation in real time, and the ability to flag whether a device is entitled to receive the update.
7 Case Study: Siemens Medical Solutions Diagnostics manufactures in-vitro diagnostic (IVD) test instruments and assays (chemicals). Their customers are medical labs, required by the FDA to run a quality control (QC) cycle per instrument, per shift, and per type of test performed. All QC results go to a lab supervisor who looks for trends indicating a bad assay lot or an instrument operating off spec. Tests performed on off-spec instruments must be re-run, which is costly, timeconsuming, and embarrassing to the lab. In high-volume labs, effective QC analysis is a matter of data management; problems can take weeks to spot. Siemens leveraged its Smart Services network by building Online Reports, a Webbased QC application. Now Siemens system collects QC results from each instrument in real time and submits them electronically to the lab supervisor and to Siemens, who consolidates the data. Lab supervisors log into Online Reports and compare test results for their lab(s), other labs, or batches of assays. The result has been increased customer satisfaction and retention. Online Reports has elevated Siemens to being a partner in quality results, not just a product vendor. PRODUCT DEVELOPMENT DEVICE CUSTOMER SUPPORT Smart Services enables new selling options, making it feasible to implement trybefore-you-buy sales programs. New software can be made available on a timelimited basis, on a feature-by-feature basis, or as part of a sales promotion. If the customer decides not to purchase, the software can be revoked. Without a Smart Services solution, administration for such programs would be difficult, if not impossible, to implement in a scalable manner. SOFTWARE COMPLETED RECEIVES Figure 3: Smart Services enables an automated configuration management and software update process. 3. Pricing and Ordering VALIDATED PREPARES SOFTWARE RECEIVES SOFTWARE PERFORMS NOTIFIES SUPPORT DEVICE RECORD D NOTIFIED OF Without Smart Services Traditional formulas for service and warranty contracts are based on charging an annual fee that consists of a percentage of the product s capital cost plus additional costs for Service Level Agreement (SLA) options such as response time, the number of planned maintenance visits, or the frequency of software upgrades. The problem with these traditional pricing models is that they don t easily accommodate customer demands for different types of service guarantees. With Smart Services Smart Services can help service organizations implement alternative pricing models to meet customer demands. The edge that a Smart Services solution gives product manufacturers is accurate product performance data: actual information about product uptime, usage patterns, and exact errors and their frequency. This allows manufacturers to define new competitive service offerings. Examples include:
8 Uptime guarantees. Even manufacturers who have high confidence in the reliability of their products are reluctant to commit to uptime guarantees because uptime is difficult to prove. With Smart Services, service managers can provide objective and accurate data on product uptime, making performance-based service agreements manageable and credible. In addition, Smart Services helps to ensure that actual product uptime goals are met. Proactive sales. For manufacturers who derive significant revenues from consumables and spare parts, usage data allows the manufacturer s sales organization to contact the customer for replenishment before the customer runs out. Additionally, data showing a discrepancy between usage and actual replenishment numbers could indicate competition from a third-party supplier, giving sales an opportunity to investigate and win back business. Usage-based warranties and service plans. Some customers operate 24x7 and some only part time, yet service contracts offer the same number of planned maintenance visits to all. By monitoring for hours of operation, number of tests run, pages printed, or other usage metrics, a service organization can offer warranties and service plans based on usage milestones. Smart Services supplies the quantitative evidence to justify increasing the number of planned maintenance visits for heavy users (who need more attention), decreasing service prices for low-volume customers, and eliminating unnecessary service visits entirely. DEVICE CUSTOMER SUPPORT ERP SYSTEM COMPLETES ONE USE REPORTS USE USE IS LOGGED PREPARES AND SENDS MONTHLY INVOICE BILLED FOR ACTUAL USE Figure 4: Smart Services can monitor and report on device usage, enabling manufacturers to sell hardware as a service. Hardware as a service sales option. In situations where a large capital expenditure is a barrier to sales, a Smart Services solution makes possible a pay-as-you-go equipment purchase pricing model (see Figure 4). In the past, manufacturers have tried to
9 Case Study: Xeronics is a leading provider of solutions for operational data collection, performance, reliability monitoring, and related business intelligence solutions for the life science lab automation industry. By working with the world s most renowned medical and life science manufacturers, Xeronics identified a market need for more diversified data collection and more intelligent data analysis in increasing system performance and subsequently helping manufacturers to engineer more sophisticated products. By adopting Axeda ServiceLink, Xeronics created a product suite called ODIS.IBM that securely connects manufacturers instruments to the Internet and automates the previous manual data collection tasks. With ODIS. IBM and Axeda ServiceLink, Xeronics goes beyond monitoring instruments and capturing data values and creating charts. Their approach involves a more complex form of data collection and storing the data with all key process parameters in creating business intelligence reports through statistical analysis. As a result, lab automation instrument suppliers can monitor KPIs, such as device usage, efficiency, reagents and disposables consumption, and system reliability. Xeronics generates and publishes sophisticated reports for manufacturers and end users upon log into the on-demand system for visualizing most frequent component failures, Mean Time Between Failure (MTBF), Mean Time Between Repair (MTBR), utilization and consumption rates, and more. Customers can further analyze the data with their own statistical packages and further process the data using their own business intelligence tools. With this critical product knowledge, Xeronics customers have reduced service costs by 30% through increased fault prediction and cut R&D costs by 20% through greater knowledge about product usage. implement this type of sales model through either the honor system or by sending technicians to read the meter. With Smart Services, obtaining equipment usage data is an automated, accurate, and scalable process, with prompt invoicing when integrated into a billing system. Pay-as-you-go pricing includes service, parts, and consumables replenishment, thus effectively locking out third-party suppliers. Ultimately, Smart Services enables creative selling and pricing strategies that encourage customer retention and capture new sales. 4. Service Intelligence and Reporting Without Smart Services In the previous three business process areas, Smart Services brings customer product data to the manufacturer s enterprise for processing, analysis, and sharing with other back-office systems. However, transforming this product data to make more informed decisions and prove the value of Smart Services initiatives can be challenging without service intelligence and reporting. Anecdotally, your service and support teams will share how Smart Services is enabling them to avoid field service visits, improve customer satisfaction, and achieve greater system uptime, but service intelligence and reporting is the best approach to illustrating the success of a Smart Services initiative. With Smart Services Service intelligence and reporting enables product manufacturers to articulate the success metrics of Smart Services for internal constituents and customers. Naturally, the reports are only as good as the data, so product manufacturers are focusing more on which data to collect, such as performance, warnings and failures, usage, consumption, and maintenance. These KPIs help can be best monitored and tracked with: Reports. Providing content to your internal constituents or your customers can be as simple as distributing online reports about the types of service problems encountered and fixed, statistics on how efficiently each system is running, or metrics that allow managers to compare how systems (and operators) at various locations are performing. Dashboards. Self-managing dashboards provide views of multiple aggregate reports on a single page for making faster, more informed decisions. Product manufacturers can interact with the dashboards by drilling down, drilling up, and drilling through to additional reports and graphs, enabling you to conduct further in-depth analysis. Customer portals. Customer portals present views of the customer s own devices deployed at a facility or across a region are another value-add, especially if the portal automates a task that the customer is already required to perform.
10 DEVICE CUSTOMER SUPPORT SALES RECEIVES DATA FROM ALL DEVICES COLLECTS OPERATIONAL DATA CONSOLIDATES AND ANALYZES DATA PRESENTS DATA CONSOLIDATES DATA RECEIVES REPORT Figure 5: Smart Services enables product manufacturers to deliver operational data reports to their customers. Successful integrations with Oracle and SAP If Smart Services is indeed capable of transforming a product manufacturer s business processes to reduce costs, increase customer satisfaction, and create new revenue opportunities, then integration with existing back-office solutions (such as CRM or ERP systems) is essential. After all, these IT systems impact nearly all areas of a company. A Smart Services solution can make accurate data from customer products accessible to all the manufacturer s business processes touched by its back-office systems. Consequently, product manufacturers should consider planning their Smart Services initiatives with the eventual goal of bringing business value to multiple functional areas. IT has an important role to play in this effort. Because IT is already involved in business process improvements across the company, IT executives are uniquely able to take a broader view and make recommendations that will allow business processes across the entire company to leverage a Smart Services solution. Key IT considerations include the following: SOA-enabled. Axeda ServiceLink is built on SOA, which empowers manufacturers to perform seamless, sophisticated business process innovation and integration, combining product performance data with other business application data for increased productivity and revenues. By embracing SOA, Axeda is making all relevant product performance data and Smart Services solution functionality available as industry-standard Web Services, allowing their integration with business applications across software platforms. 10
11 High level of data integrity. With Axeda applications, product performance data is generated directly from monitored products without manual intervention, resulting in a high level of data integrity, which benefits the other applications sharing in this data. Successful Integrations with Oracle and SAP. Axeda has enabled companies in various industries to integrate Axeda ServiceLink with their enterprise systems, including SAP and Oracle applications. With built-in functionality based on industry-standard Web Services technology, Axeda ServiceLink simplifies and accelerates integration giving your enterprise systems real-time data to speed operations. On-demand integration. With Axeda Custom Objects, you can automatically push product data from Axeda ServiceLink into your on-premise or on-demand CRM system. A common example is trouble ticket integration based on productgenerated alarms. Axeda Custom Objects automatically trigger calls into your CRM system based on events and actions occurring in Axeda ServiceLink. With Axeda Web Services, you can also automatically pull information from your CRM system into Axeda ServiceLink. Another common example is sending product contract and warranty information to Axeda ServiceLink for service teams to determine how to best prioritize and address product issues. Finally, for further innovation, Axeda ServiceLink supports mashups that involve Web applications that combine product and system data into a single application. The goal is to enable business process transformation and integration, by combining product performance data with other business application data for increased productivity and competitive advantage. By taking a cross-functional approach, IT executives can ensure that Smart Services technology and project decisions are carried out in such away that the entire business can benefit in the long term. Conclusion Product manufacturers are looking for ways to reduce costs, increase customer satisfaction, and create new revenue opportunities for their service organization. Smart Services can help. The value and immediacy of customer product data benefits business processes both inside and outside the service organization. Axeda s Smart Services solution makes it possible to transform an organization s service handling, software management, pricing and ordering, and service intelligence and reporting processes, ultimately resulting in higher profitability and efficiency for the entire company. 11
12 About Axeda Axeda Corporation delivers on-demand remote service capabilities to more than 100 of the world s leading manufacturers, including Cardinal Health, EMC, and Siemens. The award-winning Axeda ServiceLink solution allows companies to proactively service and support their products, driving optimal uptime at the lowest possible cost. In 2006, Axeda became the first and only remote service application provider to receive the prestigious VeriSign Security Certification. Axeda Corporation is a privately held company headquartered in Foxboro, Mass. and can be reached at 25 Forbes Blvd. Suite 3 Foxboro, MA USA t f Copyright Axeda Corporation. Axeda is a registered trademark of Axeda Corporation. Axeda ServiceLink, Axeda Agents, Axeda Applications, Axeda Policy Manager, Axeda Enterprise, Axeda Access, Axeda Software Management, Axeda Service, Axeda Usage, and Firewall-Friendly are trademarks and Maximum Results and Maximum Support are servicemarks of Axeda Corporation. All other trademarks are either property of Axeda Corporation or property of their respective owners.
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