The platform will enhance IRIS’ iCustomer Appreciation and Relationship Experience (iCARE) program with remote service, monitoring, and automation.
ThingWorx’s connected application platform includes AlwaysOn communications which will allow IRIS to enable remote connectivity and monitoring for its iQ microscopy analyzer products as well as iRICELL workstations.
The platform technology, when combined with ThingWorx’s next-generation service collaboration capabilities, will allow IRIS to provide collaborative problem solving for its service team, expediting customer response time and improving first contact resolution.
In addition, ThingWorx’s SQUEAL capability will allow the IRIS service team to perform predictive analysis on their remotely connected equipment, helping to improve time to repair and improving their overall service and support experience.
IRIS International global customer service VP Dave Baker said the company’s service operations require a coordinated response and an emphasis on customer experience.
"With ThingWorx, we are able to cost-effectively build our remote offering as an integral piece of our service business," Baker added.
