DPC RealTime Service™ Delivers Proactive Support to the IMMULITE^® 2000

Nearly one year ago, Diagnostic Products Corporation launched DPC RealTime Service (RTS), a new service option designed to monitor functionality of the IMMULITE® 2000 system continuously via the Internet. The response has been overwhelmingly positive as RTS customers reap daily the benefits of this innovative approach to instrument service. The RTS application is designed to

enhance efficient laboratory operation and simplify both the analytical and service processes through proactive monitoring of the IMMULITE 2000 system. This approach effectively reduces instrument downtime by alerting DPC Technical Services in real time of situations that require attention, so that suitable responses can be planned ahead and enacted. Additionally, the RTS application simplifies the service process by providing DPC's service personnel with faster, easier and more complete access to the operational history of each system, enabling service calls to be scheduled on the basis of actual performance and usage data obtained directly from the device.

Key Features of DPC RealTime Service
	Continuous, real-time, Web-based transmission of instrument data (consumables status, error conditions, etc.)
	Total compliance with patient confidentiality regulations: no transmission of patient-identifying data (name, ID number, etc.)
	Monitoring and diagnosis of error conditions on a real-time basis without introducing downtime
	Proactive troubleshooting and service call scheduling, to prevent instrument issues

DPC RealTime Service was the topic of DPC's luncheon symposium during the 2003 AACC meeting in Philadelphia. Ms. Dotti Bernsten, Strategic Advisor, Global Service, was the keynote speaker. In her presentation titled "Intelligent Device Management: From Remote Diagnostics to DPC RealTime Service," she explained what intelligent device management is and how DPC has incorporated this technology into DPC RealTime Service. The program also featured Mr. Richard Walton, Manager of Clinical Chemistry, ACM Laboratories in Rochester, New York, who described his experience with RTS since its installation in his laboratory, which runs 225,000 immunoassay tests annually on two IMMULITE 2000 systems. His report on the period from October 2002 through May 2003 included the following points:

	The initial discussion to begin the RTS installation process was a 15-minute conference call to review site requirements for service agent placement and Internet access.
	It took three hours to install the service agent equipment and configure both IMMULITE 2000s.
	Installation caused no downtime.
	During the ensuing 8-month period, there were 14 service visits:

		12 of the service visits prevented system downtime;
		One of the service visits was due to a down system;
		One of the service visits was an operator-induced problem.

		RTS prevented system downtime in 86% of service calls.
		Field service was scheduled at his convenience.
		There were no interruptions to his daily workflow.
		RTS produced a 75% decrease in calls to Technical Services for instrument-related problems.
		RTS installation at his facility was simple and required no technician intervention.

Mr. Walton further commented that his laboratory has found significant value in implementing DPC RealTime Service, and he highly recommends this service option. Knowing that DPC is helping him manage the performance of his systems has given him added confidence that his daily workload will get done accurately and on time.

A market leader in innovative service solutions, DPC is still the only company to offer anything similar to RealTime Service on its immunoassay system. This service is currently available for the IMMULITE 2000, and may be ordered through your DPC representative.