Transitioning from reactive to proactive
service by leveraging remote monitoring
technologies
Chris La Fratta
Director, Global Services Engineering Programs
Agenda
• Philips Healthcare
• Customer Insights
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Remote Service at Philips Healthcare
Proactive Remote Services
Value-Added Services
Summary
2
Philips
Simply focused on health and well-being
Depth and reach of Philips Healthcare
What we do. Where we are.
The current reality in services
5
Reactive service model
Tier 1
Tier 2
Customer Focused / Basic Product Knowledge
Technical Experts / Application Specialists
Incoming
customer call
Route to
Tier 2
support
Remote
fix
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
Philips Remote Services implementation
Facts and figures
>7,500 healthcare facility
connections
Remote fix & diagnosis
IPsec VPN & SSL based on
industry best practice
Real-time monitoring &
software updates
ISO 27001 Certified
>45,000
device connections
Faster speed of service and lower costs through remote services
7
Proactive Monitoring
Condition-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
Proactive SW updates
Automatic 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
Post-monitoring trending & analysis
Analyzing 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
Value-added service opportunities
Usage-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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