Questra RemoteService Solution Now an SAP-Endorsed Business Solution

by Sarah Tonzi

Enterprise SOA-enabled Software Integrates with SAP(R) Applications to Provide Complete Service Solution for Equipment Manufacturers

Questra Corporation, the leader in Intelligent Device Management (IDM), has announced that its Questra RemoteService(TM) Solution has qualified as an SAP-endorsed business solution. For customers, this endorsement by the world's largest business software company means that the Questra solution successfully integrates with SAP(R) applications and has undergone extensive due diligence to validate both its business value and technical excellence. It is the result of a collaborative effort between SAP and Questra to make available to SAP customers the industry's best IDM solution.

"The Questra RemoteService Solution extends the SAP Service and Asset Management solution to the physical world of the machines and devices being serviced," said Dieter Haesslein, director, Service and Asset Management, SAP AG. "Leveraging innovative solutions from partners like Questra helps enable SAP to continue to provide the most advanced and complete solution for after-sales service management to our customers."

The Questra RemoteService Solution enhances existing service business processes through real-time collection and management of performance data from equipment located at end-customer sites. It provides the tools to remotely manage and correct faults on equipment, so that on-site visits are not required, and can transform business processes from reactive to proactive, resulting in increased equipment uptime.

Any manufacturer of complex, intelligent equipment with a service organization that maintains this equipment at customer locations can experience the following benefits by deploying the Questra RemoteService Solution:

• Reduced service costs
• Shortened response and repair times
• Enhanced effectiveness of service personnel
• Increased customer satisfaction
• Transformed business processes

The Questra RemoteService Solution consists of the Questra RemoteService(TM) Composite Application, which connects equipment performance data with SAP applications; Questra SmartMonitor(TM), which enables secure, remote monitoring and diagnostics of manufacturers' equipment installed at customer locations; and Questra TotalAccess(TM), which provides secure, "look over the shoulder" access to equipment at customer sites.

Built on an enterprise Service-Oriented Architecture (enterprise SOA) and Powered by SAP NetWeaver(R), the Questra RemoteService Solution seamlessly integrates with SAP Service and Asset Management, the SAP application for after-sales service management based on SAP ERP and SAP CRM. This integration gives mutual equipment manufacturing customers not only greatly improved service response to potential problems, but also increased flexibility and speed in developing innovative remote services such as automated usage-based billing and consumables reordering.

"When customers consider an SAP-endorsed business solution like Questra RemoteService, they know that SAP has evaluated the market and competing products, acting as a trusted advisor for third-party solutions," said Emil Wang, president and CEO at Questra. "SAP's endorsement validates the critical need for remote service and the superior quality and high value of Questra's solution."