Secure Remote Support Program Boosts Service and Satisfaction for Data Center Customers FOXBORO and MARLBORO, Mass., June 25
FOXBORO and MARLBORO, Mass., June 25 /PRNewswire/ -- Axeda, the on-demand
remote service software company, and its customer, Egenera Inc., the data
center virtualization company, have won gold in this year's Power of
Partnerships Awards, which recognize the most innovative companies joining
forces to create outstanding customer experiences.
Egenera has worked with Axeda from the early stages of the company's
dramatic growth to deliver proactive support to its global customer base.
Deployed at more than 250 customer sites, the Axeda(R) ServiceLink remote
management software allows Egenera to reduce customers' total cost of
ownership (TCO) and meet highly competitive service level agreement (SLA)
metrics by providing a secure connection to their remote systems.
With the means to deliver secure remote support, Egenera's service team
proactively monitors the performance of customers' Egenera(R) BladeFrame(R)
systems on a 24x365 basis at widely dispersed customer sites - allowing them
to maximize system availability through early identification and resolution of
issues. This best-in-class remote service program has:
-- Increased customer satisfaction from 3.1 to 4.75 out of 5 in meeting
SLA's
-- Cut customer service response time from one hour to under two minutes
-- Reduced resolution cycle time from days to hours
"Proactive support capabilities are vital to effectively supporting our
customers in mission-critical industries such as financial services,
government, and medical," said C.J. Rotella, director of service operations at
Egenera. "Axeda is an important component of our customers' experience and of
our own metrics."
"Strategic partnerships between manufacturers and technology providers are
essential to deliver maximum value and results for end users," said Peggy
Smedley, editorial director/president, Specialty Publishing Company / START-IT
Magazine. "Egenera and Axeda are a great example of a smart collaboration
that has paid dividends for the customer."
For a complete case study detailing the Egenera and Axeda collaboration,
please visit www.axeda.com .
About Axeda
Axeda Corporation delivers on-demand remote service capabilities to some
of the world's leading manufacturing companies and large enterprises. The
award-winning Axeda ServiceLink solution helps companies, including Abbott
Laboratories, Diebold and EMC, proactively service and support products to
drive optimal uptime at the lowest possible cost. In 2006, Axeda became the
first and only remote service application provider to receive the prestigious
VeriSign(R) Security Certification. Axeda Corporation is a privately held
company headquartered in Foxboro, Mass. and can be reached at www.axeda.com.
About Egenera, Inc.
Egenera is a global leader in data center virtualization solutions that
reduce costs and complexity for enterprises, service providers and public
sector agencies worldwide. Egenera integrated hardware and virtualization
software solutions virtualize compute, storage and networking infrastructure,
and provide a full suite of integrated virtualization management services for
high-availability, disaster recovery, dynamic re-provisioning, security and
administration. Market-leading enterprises around the world trust Egenera to
run their most critical applications and achieve higher resource utilization,
faster application time to market and lower total cost of ownership.
Headquartered in Marlboro, Mass. Egenera has offices worldwide. For more
information visit http://www.egenera.com, call 508-858-2600 or send email to
info@egenera.com.
Media Contacts:
Erin Nolan Smith
Axeda Corporation
508-718-6351
esmith@axeda.com
Michael McDonough
Corporate Ink Public Relations
617-969-9192
mmcdonough@corporateink.com
Gillian Farquhar
Egenera, Inc.
508-858-3262
gfarquhar@egenera.com
SOURCE Axeda Corporation
