January 28, 2006
 

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Aberdeen Group Recognizes Applied Biosystems and Axeda Systems for Best Practices in Strategic Service Management

Applied Biosystems, an Applera Corporation business, and Axeda Systems Inc., a leading provider of device relationship management (DRM) software and services, today announced that the organizations have been named among the top 10 "best practice" winners by the Aberdeen Group for excellence in managing and delivering aftermarket services to customers through Applied Biosystems' BioMonitor® Service. Nominated organizations were selected based on implementing best practices in five major areas: business processes, organizational structure, knowledge/data management, technology usage/integration, and performance management.
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"The best-in-class companies interviewed by Aberdeen have each leveraged leading-edge technology with well-defined business processes to improve performance throughout their service operations," said Mark Vigoroso, Vice President of Service Chain Management Research, Aberdeen Group. "Applied Biosystems' BioMonitor® Service, developed in partnership with Axeda Systems, is a best-in-class example of how to deliver a superior value-added service that helps customers reduce costs and save time by maximizing instrument uptime."

As a leading supplier of instruments to the life science industry and research community, Applied Biosystems' field service organization is responsible for maintaining over 180,000 instrument systems in nearly 100 countries. Applied Biosystems offers a complete suite of service and support products, including its core service offering, the BioMonitor® service. Developed in partnership with Axeda Systems, the service helps customers maximize system uptime and improve productivity through Applied Biosystems remote monitoring of customers' instruments. With real-time troubleshooting and problem solving, the service can predict instrument failures, improve speed of repairs, reduce the loss of samples and reagents, and help ensure the accuracy, and quality of results.

"We are pleased by this recognition from the Aberdeen Group and consider it further confirmation of our commitment to deliver maximum quality and value to our customers," said Michael G. Schneider, Division President of Service and System Solutions, Applied Biosystems. "Our BioMonitor® Service is the first example of the new value-added services Applied Biosystems plans to introduce to our customers to better manage and improve their laboratory environments. In addition we expect to expand our BioMonitor® Service in the near future to provide remote control, diagnostics, and real-time lab optimization and analysis."

"Proactive post-sales support is the cornerstone of today's leading customer service solutions," said Dale Calder, President and Founder of Axeda Systems. "We are honored that our work with Applied Biosystems will serve as an example of how Axeda DRM solutions successfully enable organizations to proactively manage their deployed assets without necessarily having to be present at a customer's site."



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