Case Study: Remote Service System Brings Customers Closer

The high-tech instruments used in chemical, pharmaceutical, and other types of laboratories are complex and sensitive machines that have to be kept in optimum condition. The companies that manufacture and provide maintenance for these devices are held to strict service level agreements in order to ensure that instrument downtime is kept to a minimum. But meeting those standards is difficult when service technicians don't know the exact problem until they arrive at the customer site. If an engineer arrives with the wrong parts or discovers that the issue could have been solved remotely without a service visit, it can be costly in both time and money.

Used with permission from Integrated Solutions magazine.