DEXIS: Generating value in 90 days with Optra IoT
Explore how DEXIS, a global medical equipment manufacturer, improves device uptime and service support at speed after successfully implementing its IoT initiative in just 90 days.
June 08, 2024
DEXIS, renowned for its innovative products, has partnered with Lexmark to revolutionize customer service. This collaboration enables them to offer proactive solutions, allowing customers to concentrate on dentistry and provide exceptional patient care.
Why IoT?
Finding a way to unlock value from its connected products data quickly and efficiently will enable DEXIS, a manufacturer of business-critical medical equipment, to:
- Increase device uptime and revenue for doctors and staff
- Switch to a proactive, efficient service support model
- Capture usage and performance trends
Why now?
Lexmark’s pre-built IoT solution was selected as it was proven, scalable, and up and running – and delivering value – in just 90 days.
We’re already seeing real value from the first, predictive services phase of this project. We’d explored several routes for IoT implementation, but with their collaborative approach and pre-built algorithms, we were confident we’d get successful and timely outcomes with Lexmark. We’re now excited about the next two phases.
DEXIS + Lexmark Optra IoT Projected Outcomes:
ROI of
6X
Up to
50%
reduction in average downtime
30%
reduction in on-site service need
30%
reduction in support call time
Improving device uptime and customer revenue
Doctors, staff and patients all rely on medical equipment from DEXIS. Any device downtime has a direct operational impact, resulting in delayed procedures, diminished patient care and lost revenue. And with clinicians estimating the business cost to be upwards of thousands of dollars per day, there was a clear customer benefit to improving uptime.
To achieve this goal, updating the service model to one built around predictive analytics was their priority, with new processes that remove complexity for the service organization, are more efficient for customers and dramatically reduce parts waste, which is good for everyone.
IoT – the missing link
Using the data that was already being generated by the sensors on their connected products was an obvious solution, but the challenge was in how to unlock its potential. DEXIS understood the need – and the urgency – to leverage new IoT capabilities to deploy data analytics effectively but could not see a way to achieve this.
IoT project success in 90 days
Lexmark’s Optra platform was selected to turn raw data into insight and operational execution. As a pre-built, scalable and proven IoT solution that could be quickly integrated into existing systems, the first of a three-phase project was completed in just 90 days. And just like that, what had felt to be out of reach was now possible, fast.
Accelerating IoT implementation
Lexmark’s IoT solution stood out – unlike other IoT players – as a solution for manufacturers that a manufacturer developed. Pre-built for the specific needs of a connected products strategy, with an architecture that is 70% templated and 30% tailored, Optra could be implemented rapidly and at scale while also addressing unique requirements.
Proven AI/ML methodologies fast-tracked data science analysis and development of predictive rules. Existing business process templates and reporting dashboards were easily customized to reflect specific performance data needs. This both simplified and accelerated the process of transforming raw device data into actual operational insights.
Lexmark’s IoT solution was tried and tested. They’d implemented it across their own business, and this was a key factor in partnering with them. Excellent project scoping and resource commitment by Lexmark meant we met our tight timeframe of 90 days – from kick-off to implementation.
Tried and tested
With tight implementation timelines, proven delivery capability was an essential criterion for DEXIS when selecting an IoT solutions partner. Lexmark had already successfully implemented Optra across their own operations and, as a device manufacturer, understood the challenges faced. This set Lexmark apart from other potential solution providers.
DEXIS’ business case and outcomes
Lexmark’s emphasis on meticulously defining deliverables from the get-go and aligning them to DEXIS' business outcomes created cross-functional alignment internally, allowing the project to move quickly through approvals. Investing time at the outset to fully quantify the specific outcomes of this first predictive services phase clarified the value of implementing Optra to all key stakeholders. It also provided confidence that it could be done within the right timeframe.
Benefits were quantified for cost savings and efficiency – including reduced call times, remote and pre-emptive fix capability, as well as top-line revenue growth.
Key metrics:
- 90-day path to value successfully implemented
- Up to 50% reduction in device downtime
- 30% fewer services dispatched
- 30% reduction in support call time
- 6x ROI
The journey continues...
With the foundation in place and phase one delivering value in improving uptime and predictive analytics, DEXIS is poised to expand the use of the solution. Next up is using IoT insights to drive R&D innovation in next-generation product development and creating new revenue opportunities.
Collaboration matters
This was a highly collaborative relationship. Lexmark spent a lot of time getting to know the DEXIS team and committing to the right resources from the outset. Lexmark provided continuous and adaptive support, including compiling data to satisfy legal, finance and leadership reviews. As well as supporting operational teams in ensuring data quality and successful integration with existing CRM, ERP and service ticket systems to keep the project on track.
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