MANSFIELD, Mass.—Axeda Systems Inc., announced today that Fuji Photo Film USA, Inc. has licensed Axeda device relationship management (DRM) software and services to enable proactive customer support for its photo-finishing retail and commercial customers.
Using Axeda DRM, Fuji Photo Film will continuously monitor the operational parameters of mini labs, printers, servers, and customer-facing kiosks at retail customers and professional photo processing labs. At any sign of trouble, Fuji engineers will be automatically notified and have the ability to securely access the system for remote diagnosis and repair.
"At Fujifilm we are committed to providing our retail and professional customers with immediate service support to prevent the costly effects of downtime," said Ron Santos, group vice president of service support at Fujifilm. "With equipment in thousands of customer locations, the highly scalable Axeda DRM system enables us to help our customers solve problems while avoiding the time delay and cost of unnecessary field service visits."
Using Axeda DRM, Fuji Photo Film will have real-time, two-way communication with digital lab systems deployed at their customers, enabling seamless technical support and instant response to customer problems. Remote desktop sharing will enable support engineers to see what the customers see, for over-the-shoulder support and training on system operation.
Software management will be used to detect configuration changes and to distribute patches and software updates as required. Service will become more efficient because field engineering can anticipate and avoid potential problems, reducing resolution times, and resulting in higher levels of customer satisfaction.
The retail kiosk market, which includes devices such as photo-finishers and retail self-checkout systems, represents a new growth opportunity for Axeda. With a combination of sophisticated software and electro-mechanical systems, it offers an excellent match for the remote diagnostic and repair capabilities of DRM.
Robert M. Russell Jr., Axeda Systems chairman and CEO stated, "We are pleased to be working with Fuji Photo Film, a leader in imaging and information technology. We share their commitment to quality and innovation, and are delighted that they selected Axeda DRM based on its superior scalability and advanced software management and remote access capabilities."
