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Gerber Scientific Selects Solution to Drive Next-generation Service
Manufacturing systems provider taps Axeda for on-demand remote service software to offer proactive support capabilities
Foxboro, MA — February 9, 2009 — Automated manufacturing systems provider Gerber Scientific has selected an on-demand remote service solution from Axeda to drive its next-generation service delivery model based on offering customers proactive support capabilities.
Gerber Technology, a business unit of Gerber Scientific, will be the first to offer the GERBERconnect remote service solution, initially rolling out the offering to customers of their GERBERcutter XLc7000 and Z7 automated cutting machines.
With Axeda's ServiceLink solution, Gerber Scientific is targeting three primary pieces of the aftermarket service puzzle: increasing customer satisfaction through proactive support, optimizing spare parts inventory across global distribution centers, and preparing the succession of a highly-skilled workforce approaching retirement age.
"Our field service team supports a very large and globally dispersed customer base," said Mark Hessinger, executive director worldwide customer service at Gerber Scientific. "The Axeda solution allows us to extend the reach and expertise of our technicians to manufacturing facilities in over 120 countries, providing faster and more accurate resolution to product issues. It also enables us to retain the knowledge of our most capable workers as they start to retire."
With a large scale implementation planned across all product lines, Gerber Scientific aims to reduce truck rolls by resolving issues remotely, ensure first-time fixes when an onsite visit is required and regionalize and reduce overall inventory levels, while still ensuring next-day part delivery.
"The world's leading manufacturers are turning service and support into a profit center, especially as customers tighten their belts and delay new capital investments," said Dale Calder, Axeda president and CEO. "In challenging economic times, it is outstanding service that keeps customers loyal."
Gerber Technology, a business unit of Gerber Scientific, will be the first to offer the GERBERconnect remote service solution, initially rolling out the offering to customers of their GERBERcutter XLc7000 and Z7 automated cutting machines.
With Axeda's ServiceLink solution, Gerber Scientific is targeting three primary pieces of the aftermarket service puzzle: increasing customer satisfaction through proactive support, optimizing spare parts inventory across global distribution centers, and preparing the succession of a highly-skilled workforce approaching retirement age.
"Our field service team supports a very large and globally dispersed customer base," said Mark Hessinger, executive director worldwide customer service at Gerber Scientific. "The Axeda solution allows us to extend the reach and expertise of our technicians to manufacturing facilities in over 120 countries, providing faster and more accurate resolution to product issues. It also enables us to retain the knowledge of our most capable workers as they start to retire."
With a large scale implementation planned across all product lines, Gerber Scientific aims to reduce truck rolls by resolving issues remotely, ensure first-time fixes when an onsite visit is required and regionalize and reduce overall inventory levels, while still ensuring next-day part delivery.
"The world's leading manufacturers are turning service and support into a profit center, especially as customers tighten their belts and delay new capital investments," said Dale Calder, Axeda president and CEO. "In challenging economic times, it is outstanding service that keeps customers loyal."
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