Toshiba America Medical Systems Selects Enigma to Enhance Customer Service

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Application Will Deliver Offline/Online Access to Parts and Service Information for Nationwide Network of Customer Engineers

BURLINGTON, Mass.- May 24, 2011 -Enigma Inc., the leader in parts catalog and service information systems for field service, today announced that Toshiba America Medical Systems, Inc., has selected EnigmaInService EPC(Electronic Parts Catalog) to improve customer service and equipment uptime. Toshiba, a leading provider of diagnostic imaging equipment, has a network of mobile customer engineers that provide on-site support at hospitals and clinics throughout the United States. Toshiba’s customer engineers require real-time access to accurate technical information that integrates with inventory and logistics systems. Enigma InService EPC will deliver parts and service information to Toshiba engineers in the field—in connected or disconnected mode—with the goal of ensuring customer and equipment satisfaction.

Enigma’s unique offline capability was one of several key factors in Toshiba’s selection because many hospitals and clinics do not permit Internet connectivity while their equipment is being serviced. This limitation makes it difficult to access the latest parts and service information and adds to the complexity of the repair process. Enigma InService EPC will enable Toshiba to assemble, distribute and dynamically update an integrated encyclopedia of parts and service information that is searchable by serial number and equipment configuration. Whether working online or offline, Toshiba customer engineers will be able to access all relevant technical content such as illustrations, engineering diagrams, part lists, operator manuals, service manuals, service bulletins, safety notices and other required product literature. 

Using Enigma InService EPC, a customer engineer will be able to go to a customer site, access the bill of materials, troubleshoot a problem, and locate relevant, up-to-date service manuals and spare parts. When customer engineers work offline, as soon as they connect with Toshiba’s ERP system they can complete any parts orders and deliver valuable field feedback to engineering for ongoing improvement of technical content and products.

Toshiba America Medical Systems has long recognized that investment in its aftermarket service and support infrastructure ensures that customers extract the most value from Toshiba’s entire line of diagnostic imaging products. Toshiba has demonstrated the ability to minimize equipment repair times through its quick-response approach to customer issues, strategically located parts depots and continuous biomedical training for customers. As a result, Toshiba’s products and service lead the industry according to independent third party analysts surveying customers. 

“At Toshiba, we pride ourselves on having a flat service organization which helps ensure quick customer response,” said Scott Silcock, Director Service Logistics Management at Toshiba America Medical Systems. “We believe the Enigma solution that links parts and related maintenance information will make our customer engineers even more independent and capable of addressing a greater percentage of customer issues on the spot.”

“Manufacturers of complex machines want their field service technicians to have the most current, accurate parts and service information, and they need to deliver that technical content in the context of the equipment being repaired,” said Jonathan Yaron, CEO of Enigma. “We are pleased that Toshiba has chosen the Enigma solution to increase the productivity of their customer engineers and empower them to improve maintenance consistency and efficiency.”

About Toshiba America Medical Systems

With headquarters in Tustin, Calif., Toshiba America Medical Systems markets, sells, distributes and services diagnostic imaging systems, and coordinates clinical diagnostic imaging research for all modalities in the United States. Toshiba Medical Systems Corp., an independent group company of Toshiba Corp., is a global leading provider of diagnostic medical imaging systems and comprehensive medical solutions, such as CT, Cath & EP Labs, X-ray, Ultrasound, MRI and information systems. Toshiba Corp. is a worldwide leader in technology, electronic and electrical products, digital consumer products, electronic devices and components, power systems, industrial and social infrastructure systems and home appliances. Toshiba was founded in 1875 and today operates a global network of more than 742 companies with more than 204,000 employees worldwide and annual sales surpassing $68 billion. For more information, visit Toshiba’s website atwww.medical.toshiba.com. 

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