DPC RealTime Service
New Device Relationship Management (DRM) Software Delivers Proactive Service to Lab Instruments

New software to monitor and diagnose medical laboratory testing systems over the Internet is now installed in six pilot laboratories using DPC IMMULITE^® 2000 instrument systems.

The new service option, called DPC RealTime Service, will be available in October for IMMULITE 2000 instruments, including those now installed in laboratories. RealTime Service is a management solution for instrument systems, consumables, and people, and is powered by Questra Smart Service Solution device relationship management (DRM) software. This software enables DPC instrument systems worldwide to send and receive critical instrument data over the Internet. Operational updates and system condition alerts from the instrument go directly to the service organization for analysis and action. Questra software enables DPC to provide superior service to laboratory customers even in geographically dispersed locations.

John Baker, manager of chemistry/immunology/STAT labs at LaboratoriesNorthwest (LabsNW) in Tacoma, WA, is a user of DPC RealTime Service. Mr. Baker's lab installed DPC RealTime Service on two IMMULITE 2000 systems that perform a high volume of the immunoassays run in the lab, the bulk of LabNW's four million tests each year. "It's like DPC put a baby monitor on those instruments," said Mr. Baker. "The monitor lets DPC track alerts before they affect operation, sometimes even before we know anything is amiss with an instrument. DPC picks up on operation trends and can schedule maintenance without affecting our production schedule."

Michael Ziering, President and CEO of DPC, reported, "Customer response to DPC RealTime Service has been overwhelming. Remote monitoring and diagnostics is so successful at improving instrument reliability that our customers say it gives their laboratories a competitive edge. DPC is leading in the use of real-time support to deliver proactive customer service at lower cost."

DPC is taking the industry lead on improving its products already in the field. "They've added value to our existing investment, and we get the benefit right away. LabsNW believes that DPC's partnering efforts will give us a competitive edge in running our business," said Mr. Baker.

"Offering DPC RealTime Service to our customers is one of the ways we are raising the bar in customer service excellence," said Mr. Ziering. "Bringing DPC RealTime Service to the company's existing customers causes little disruption and delivers measurably improved service." DPC will integrate DPC RealTime Service into upcoming generations of IMMULITE instrument systems now in development.

Remote monitoring and diagnostics for laboratory instruments supports labs as they grow and differentiate their businesses while also dealing with ongoing shortages of trained personnel. DRM solutions such as the one from Questra free personnel to concentrate on their professional duties and spend less time tending to the complex instrument systems in today's labs.

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About Device Relationship Management
Device relationship management (DRM) is enterprise software that monitors and manages equipment and devices over the Internet. The category was profiled by Gartner Group in its report "Field Service and Real-Time CRM Networks." DRM software allows businesses to deliver efficient service and increase customer satisfaction with equipment anywhere in the world. DRM software uses data generated by remote equipment to accomplish usage tracking, monitoring, replenishment, diagnostics and predictive maintenance.

About Questra
Questra is a leading enterprise software company providing device relationship management to global service and support organizations. Questra products allow streams of data from remote devices, equipment, and instruments to connect with enterprise systems over the Internet. The company has offices in Rochester, NY and Redwood Shores, CA.

Please check with your local DPC representative on questions concerning the availability of DPC RealTime Service.