Medical Device Manufacturer to Power Its World-Class Remote Equipment Monitoring and Support Solution With ThingWorx, Improving Customer Experience.
ThingWorx announced today that IRIS International, Inc., a worldwide leader in automated urinalysis systems and consumables, is using the ThingWorx connected application platform to build its next-generation remote service management platform.
The platform will enhance IRIS’ innovative iCARE™ (IRIS’ Customer Appreciation and Relationship Experience) program with high-value remote service, monitoring, and automation.
Iris Diagnostics, a division of IRIS International, currently supports a large installed base of urinalysis instrumentation products at major medical institutions worldwide. Its existing service management processes present an opportunity for enhanced efficiencies by introducing automation and remote service and support. With ThingWorx, IRIS can quickly get to market and remotely manage its growing installed base to reduce service costs, improve service efficiencies, design remote support into its next generation of products, and improve response time to IRIS customers.
“Our service operations require a coordinated response and an emphasis on customer experience,” said Dave Baker, VP Global Customer Service at IRIS International.
“ThingWorx, with its rapid application development tools and core remote management capabilities, allows us to quickly bring to market a differentiated remote service application that enhances our innovative iCARE support program.”
“With ThingWorx, we are able to cost-effectively build our remote offering as an integral piece of our service business. We are enthusiastic that this will translate to improved service efficiency, allowing us to further enhance our world-class support for our customers.”
“We are pleased to be selected by a world-class organization such as IRIS International for its next-generation remote services platform,” said Russ Fadel, CEO of ThingWorx.
“The rapid time to market provided by ThingWorx, combined with the platform’s unique collaborative infrastructure and search-based intelligence, enables our customers to create a competitive advantage in their markets. IRIS’ selection of ThingWorx further validates our position as the leader in next-generation connected application development.”
ThingWorx’s AlwaysOn communications will allow IRIS to enable remote connectivity and monitoring for its iQ® microscopy analyzer products as well as iRICELL® workstations. This technology, combined with ThingWorx’s next-generation service collaboration capabilities, allows IRIS to offer collaborative problem solving for its service team, expediting customer response time and improving first contact resolution. When using the ThingWorx SQUEAL™ capability, the IRIS service team will be able to perform predictive analysis on their remotely connected equipment, helping to improve time to repair and improving their overall service and support experience.