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How Remote Services Create Value for Manufacturers

How Remote Services Create Value for Manufacturers . Brian Anderson VP of Marketing – Axeda. About Axeda The Leader in On-Demand Intelligent Asset Management. Acquisition. Awards. Customers. Company Founded in 2000, HQ in Foxboro, MA

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How Remote Services Create Value for Manufacturers

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  1. How Remote Services Create Value for Manufacturers Brian Anderson VP of Marketing – Axeda

  2. About AxedaThe Leader in On-Demand Intelligent Asset Management Acquisition Awards Customers • Company • Founded in 2000, HQ in Foxboro, MA • Office in Rochester, NY; Locations in UK, Germany, Japan • December 2008 - Acquired Questra Corporation • Solution • Solutions for high-value Smart Services, Smart Products, and Smart Operations • Comprehensive Maximum Results services • SaaS delivery via world-class infrastructure • Track Record • 100+ Global 2000 customers • Hundreds of thousands of devices deployed • 10 US and European patents granted

  3. Smart Planet RevolutionDisruptive Innovation Enabled by “The Internet of Things” Remote services that increase product uptime, lower costs of service, and improve customer satisfaction Connected assets provide intelligence that improves internal business operation and optimizes the supply chain $2.9 billion in M2M middleware by ’11 – Beecham Research M2M cellular module shipments will grow from 24M in ‘09 to 83M in ’13 at 30% CAGR – Beecham Research The world is becoming interconnected. With 1 trillion networked things, information created grows exponentially. - IBM The world is becoming instrumented. There are 50 billion microprocessors in the field. – Harbor Research A platform to deliver content and services directly to customers 3

  4. Smart Products ImpactUsing Your Products as a Revenue Generating Engine • Smart Products introduce disruptive innovation that creates market leaders 24%Services, parts,& consumables 76%Products 60%Services, parts,& consumables 40%Products Traditional Product Manufacturer Revenue Ratio Smart Product ManufacturersRevenue Ratio Imagine if you could… • Deliver content on a transaction basis • Provide location services to customers • Enable your dealers to improve operations • Create subscription-based services • Offer theft prevention and recovery • Meter and bill for product usage • Build a revenue-generating partner ecosystem • Lock in consumable and parts re-supply

  5. Smart Services ImpactReal-world Benefits for Service Operations and Customers # Technician dispatches per year Mean time to repair Service response time Customer Retention First call resolution rate SLA compliance Asset uptime Service revenue Total service profitability Impact of Smart Service Solutions on Customers and Operations • $700K savings on daylight savings software update • $2M savings on new software release update • More than 25% of support cases resolved w/o human intervention • Approaching 99.999% uptime on managed systems • ATM downtime reduced by 15% • MTTR reduced from 3 hours to minutes

  6. EMC Corporation • Business • $11B world leader in products, services, and solutions for information storage and management • An acknowledged leader in remote product support • Objectives • Replace modem-based communications with secure IP-based infrastructure • Seamlessly use existing remote service tools • Impact: EMC Secure Remote Support Gateway • Unprecedented control and auditing of remote system activity for Sarbanes-Oxley compliance • Faster response with less costly onsite service • Secure platform for next generation of remote service

  7. Respironics • Business • $1.2B provider of respiratory solutions, sleep diagnostic systems, and critical care products • Objectives • Support mobile equipment that is occasionally connected • Allow customers to download software upgrades and product options to mobile devices with no patient disruption • Remotely diagnose instruments by accessing live and historical data • Strengthen relationships with biomedical technicians • Impact: Respi-Link • $1.2M annual savings from new software upgrade process • 12% increase in service contract renewals • 20% reduction in field service visits • 15% reduction in overall service costs

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