 |
|
Questra RemoteService™ is a composite application that enables device manufacturers to enhance existing business processes through real-time intelligent
collection and management of performance data from devices at customer sites. When
integrated to existing SAP® customer service solutions, Questra RemoteService helps
transform customer service business processes from reactive to proactive through
remote monitoring and data management. Questra RemoteService bridges the “last
mile” of connectivity between device manufacturers and their customers. In a single
interface, it brings together the problem profile from the Questra IDM solution with the
customer profile from either mySAP™ CRM or the mySAP™ ERP customer service
module. Questra RemoteService is powered by SAP® NetWeaver™.
With Questra RemoteService, manufacturers can interact in real time with devices
located in the field and integrate information from these devices with the rest of the
information available in the SAP solutions. The result is higher quality service, shorter
response times, reduced service costs, automated service level agreement validation,
and device and consumables usage tracking capabilities. Device performance and
condition data comes directly from customer sites over a secure Internet connection,
reducing manual intervention and allowing for a higher level of automation and
process analysis.
Questra RemoteService Composite Application
- Equipment alerts and alert escalations automatically
generate Service Notifications in mySAP CRM or the
mySAP ERP customer service module
- Brings problem profiles directly from the device to automatically
generate accurate and fully specified Service
Notifications in mySAP CRM or the mySAP ERP
customer service module
- Integrates fully with the Questra IDM Application Suite™
to enable service personnel to better solve service issues
through:
- Remote troubleshooting and diagnostics of
equipment at customer sites
- Remote management and downloading of
software updates
- Remote control of customer equipment
Questra RemoteService is available through Questra,
the leading vendor of IDM solutions. The Questra IDM
Application Suite is deployed by equipment manufacturers
worldwide, representing a range of industries, to deliver
improved service levels and reduce service costs. Customers
include ABB, Agfa, Dade Behring, Heidelberg, Kodak Health
Imaging, GE Healthcare, Philips, SAIC and Waters
Corporation, among others.
|
|
 |
 |
|
Intelligent Device
Management (IDM) is the
proactive management of
remote devices in real time
over the Internet. With IDM,
device manufacturers can
transform their service
operations from reactive to
proactive, reducing costs
and delivering high-value
remote services that drive
customer loyalty, increase
profitability, and change
customer relationships. |
|
|
|
|
|
