Setting a Course for Improved Service through Remote System Monitoring

Joyce Szymanski

Imagine it’s a beautiful Sunday afternoon and you’re enjoying time with friends and family. You see a text message come through your phone and for a second you cringe because it looks like this message is work-related. But that cringe soon turns to relief when you see the message has informed you that GE Healthcare became aware of an issue with your server and then took action to return your system to operating within appropriate parameters.¹

Over the past few years, GE Healthcare has made a concerted effort to improve how we deliver services to our customers.  For example, we invested in ways for our customers to reach service teams faster via phone or online.  We also launched a service portal so our customers could find answers to their service-related questions at any time of the day. We realigned our service organization so that customers are now working with subject matter experts located within their region. And lastly, we listened to you and offer services to support education and knowledge as well as application optimization assistance.

The majority of our customers at Centricity™ LIVE—our user group conference held in May— agreed on the following definition of a successful services experience:

The degree to which the servicing of an item can be accomplished with given resources and within a specified timeframe.

As part of General Electric, we are fortunate to have access to an abundance of technologies and best practices that can help improve our customers’ service experience.  And we have determined that as we move forward, remote IT system monitoring will be a backbone of improving that experience.

I am pleased to share with you that we have initiated a three phase service strategy that will first use remote system monitoring to improve service delivery, then offer customers system reporting and in the final phase we will use predictive analytics to identify potential system issues before they happen.

This year we are focused on a global expansion of our remote monitoring platform.  Our PACS and Cardiology customers will be the first to benefit from this.  As in the scenario I described at the beginning of this post, this service sends notifications from a dedicated on-site server or virtual server back to GE Healthcare support teams where engineers are standing by to investigate and help resolve the problem.  By September, we plan to have deployed our monitoring technology that will allow our service teams to triage the event by identifying and prioritizing a plan of action.

In 2016, we intend to provide service analytics and additional reporting capabilities in order to help you identify chronic system issues and allow for better project planning and budgeting for upgrades.

And in 2017, we plan to have predictive analytics available that will be an early warning system to identify potential system issues as well as monitoring and sharing best practices within the GE Healthcare community.

We are excited to see how remote system monitoring and analytics will not only improve the service experience for our customers but help them optimize system performance and IT department productivity…and also help to keep your weekends worry free.

I invite you to read our frequently asked questions document on the Centricity Cardio Enterprise², Centricity Cardiology Data Management System and Centricity PACS Services portal pages or contact your services representative if you would like to begin your transition to the future of GE Healthcare IT serviceability. (You must be a registered service portal user to view these pages. To register, click here.)

 


Any descriptions of future functionality reflect current product direction, are for informational purposes only and do not constitute a commitment to provide specific functionality. Timing and availability are subject to change and applicable regulatory approvals.

¹- Customers have the option of having a GE Healthcare Service Representative contact them via email or phone prior to implementing any changes to their systems.

² -Centricity Cardio Enterprise is an IT solution that includes both Centricity Cardio Workflow and Centricity Universal Viewer functionality.


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