Ortho Clinical Diagnostics (OCD) announced the launch of a first-of-its-kind 24-7 central command centre in Strasbourg, France, that continuously tracks the condition of clinical laboratory instrument performance. The Remote Monitoring Center in Strasbourg provides unique predictive monitoring services to laboratories throughout Europe and the Asia-Pacific region by continuously detecting and tracking potential instrument problems up to 30 days in advance, before they interrupt the ability of the lab to deliver quality test results.
"The Remote Monitoring Center in Strasbourg enables us to connect customers with multi-lingual technical support specialists and engineers, 24 hours a day, before a potential problem arises," said Troy Taylor, vice president, Worldwide Customer Technical Service, Ortho Clinical Diagnostics. "The Remote Monitoring Centers advance instrument servicing from the old 'break-fix' model to a new 'predict and maintain' model to help laboratories deliver timely and accurate results to benefit patients' lives."
With laboratories facing skilled labour shortages, budget reductions and increasing test volumes, Ortho Clinical Diagnostics identified an unmet need for new technologies that reduce the potential for instrument failures and work flow interruptions.
The Remote Monitoring Centers use proprietary e-Connectivity Technology to continuously track a steady stream of data sent by the instrument on its performance. This state-of-the-art, secure, two-way broadband Internet connection allows OCD technical support specialists and engineers to perform remote system analysis, as well as monitor, review and upgrade system configuration, data and performance information. Predictive alerts generated by this stream of data from instruments helps technical support specialists and engineers identify specific service needs before they cause an interruption in laboratory operations. This remote diagnostic capability also allows OCD technical support specialists and engineers to diagnose known issues remotely and, when required, schedule service at a customer's convenience, allowing laboratories to optimize instrument uptime.
The new Strasbourg Remote Monitoring Center supports 18 countries around the world, including the United Kingdom, Ireland, France, Germany, Spain, Italy, Portugal, The Netherlands, Belgium, Poland, Denmark, Norway, Australia, India, Japan, Singapore, Korea and Thailand. The first Remote Monitoring Center in Rochester, New York, was launched in July 2009 and focuses on the needs of North American laboratories.
The Strasbourg Remote Monitoring Center is housed in Ortho Clinical Diagnostics' European Support Center, which has been operating in the Strasbourg area for almost two decades.
Ortho Clinical Diagnostics' e-Connectivity Interactive System Management feature provides a secure, two-way connection between Vitros Systems and the highly skilled technical support team at the Remote Monitoring Center.
Ortho-Clinical Diagnostics, a Johnson & Johnson company, delivers the high-quality in vitro diagnostic products that give healthcare professionals around the world the knowledge they need to make better treatment decisions sooner.