MUNDELEIN, Ill., Sept. 28 /PRNewswire/ -- Sysmex America, Inc. announced today the introduction of SNCS(TM) (Sysmex Network Communications System), a remote "real-time" monitoring system that continuously collects and tracks instrument performance data from Sysmex owners' analyzers and links them to Sysmex Service and Support. This enables a quick, proactive response to the instrument's performance logs, thereby potentially reducing the number of unscheduled service calls and down-time, said John Kershaw, President, Sysmex America. SNCS is available to new Sysmex customers as of August 2006. A roll-out strategy to address the company's existing installed customer base is currently in development. SNCS may be used with the Sysmex(R) XE-Series, XT-Series, XS-Series, SP-Series and LASC.
"Even though Sysmex equipment has a statistically remarkable mean time between equipment failures, we wanted to provide an even better degree of reliability for our customers. So, we've combined cutting-edge technology with personal service and created a mechanism to proactively and rapidly provide problem resolution. It is unlike the remote diagnostics services offered by Sysmex America in the past, which relied in part on modem. We've harnessed new technology resulting in totally different remote capabilities," said Kershaw.
"SNCS benefits our customers by transmitting their instrument performance data on a real-time basis to our database server located in our Mundelein office. This generates a technical review of any critical errors that may be developing behind the scenes in the instrument. In fact, customers may not even be aware of these technical errors," said Carl Trippiedi, Senior Product Manager, Sysmex America.
Once a technical review of critical errors has been generated, an alert is signaled to Sysmex's service, field engineer, and applications specialist teams for process review and handling, resulting in a variety of responses from the Sysmex teams including direct-to-customer telephone calls, explained Trippiedi.
If the instrument troubleshooting process identifies a need for a part and a service visit by a Sysmex field service representative, a work order generated by the SNCS process will promote the simultaneous arrival of technical support and the part, improving first-time fix rates, said Trippiedi.
"SNCS utilizes secure connectivity and the speed of the Internet to routinely monitor Sysmex instrument performance. As such, we knew we needed to fortify SNCS with exceptional security at the device, enterprise and network levels to assist healthcare providers in complying with Health Insurance Portability and Accountability Act [HIPAA] requirements. We are committed to working within these patient confidentiality boundaries and, as such, have built SNCS around the security rather than the security around the product," said Kershaw.
Sysmex hematology analyzers have been ranked the best in the industry for performance and reliability for seven consecutive years according to the annual IMV ServiceTrak(TM) customer satisfaction survey. Survey respondents included department supervisors, lab managers, technologists and senior technologists chosen at random from hospitals of varying size from across the country.
About Sysmex America, Inc.
Sysmex America, Inc., the U.S. headquarters of Sysmex Corporation (Kobe, Japan), is a world leader in clinical laboratory systemization and solutions, including clinical diagnostics, automation and information systems. Serving customers for over 35 years, Sysmex focuses on extending the boundaries of diagnostic science while providing the management information tools that make a real difference in clinical and operational results for people worldwide. For more information about Sysmex, please visit http://www.sysmex.com/usa .
Sysmex America, Inc.CONTACT: Tammy Kutz, Manager of Media & Events of Sysmex America, Inc.,+1-847-996-4531, kutzt@sysmex.com
Web site: http://www.sysmex.com/usa/
