Integrated Solutions featured Varian Medical Systems' remote service solution - SmartConnect^TM in their August issue. Varian has received a lot of attention lately - with their recent M2M Value Chain award win and now this great piece of coverage that outlines how SmartConnect is improving their support operations.

Varian was one of the earliest adopters of remote service software and among the most forward-thinking companies in terms of how they can use the technology to continue raising their own bar for customer support.  Since implementing SmartConnect they have reduced their Mean Time to Repair (MTTR) by 50%!

The article is interesting in that it goes much deeper into the technology that I usually see. There is a whole section on Axeda Global Access Server (GAS) technology, which accelerates the UI of our Access desktop sharing application for customers with worldwide deployments. This shows how the market is maturing. The basic success stories have been told, now it's time to dig into the details on how to take these initiatives to the next level.