Case Study: Axeda Enables Cardinal Health To Reduce Field Service Visits By 15% And Increase Service Agreement Renewals By 10%

The Challenge
Cardinal Health is focused on satisfying the product and service needs of respiratory care and neuro care healthcare providers around the world. The diagnostic and monitoring devices sold by Cardinal Health operate in demanding and extremely busy environments.

Cardinal Health customers have indicated that one of the most important factors in selecting diagnostic equipment is an assurance that the equipment will operate at full capacity on a continuous basis.

As a company with deep commitment to customer service, Cardinal Health recognized that a secure, direct, and immediate connection to their products would enable them to provide even higher levels of customer service by maximizing device uptime.

Cardinal Health business objectives for their remote service application included increasing customer system uptime, providing OnStar® equivalent customer access to Cardinal Health technical experts, reducing field service onsite visits, and deploying software updates and upgrades remotely.

To embed Support Connect access into the daily routine of the technical and field support teams, Cardinal Health had to modify existing support processes and ensure global deployment to its European business partners.

Finally, Cardinal Health sought a secure remote service solution with auditing capabilities to facilitate compliance with regulations, such as HIPAA and CFR 21 Part 11.

"In the current regulatory environment, it was critical for us to select a remote service solution that was more secure than dial-up and provided auditing capabilities that are not available on traditional remote access products," says Greg Martin, Cardinal Health Group President, International Operations and Customer Care.