IPA is a leading provider of automated linen and specialty uniform distribution solutions. Today, IPA has more than 9,000 linen distribution machines deployed to more than 1,000 different healthcare facilities.
IPA services the machine’s software and hardware on behalf of its customers, using a centralized in-house contact center for remote support and approximately 350 third-party repair technicians for onsite support.
Before Canopy, our client faced two significant challenges:
IPA partnered with Banyan Hills Technologies to incorporate Canopy’s cutting-edge technologies into their solution to further expand IPA’s product capabilities and improve customer experiences.
"We looked at developing this tech ourselves but realized leveraging Canopy’s off-the-shelf software and industry expertise would provide the best results," said Steve Blomberg, Director of Product Development at IPA.
So far, IPA has deployed Canopy’s remote device operations SaaS to approximately 4,400 units across 700 healthcare facilities to enable their IT system admins and customer support team to manage their machines more efficiently.
Once installed, IPA instantly gained full endpoint connectivity, device-level data capture and the ability to execute remote actions (firmware upgrades and reboots) remotely.
"Canopy gave us visibility to devices in the field that were previously not connected,” Blomberg said. “That enabled us to start capturing data easily and has opened up a new world of opportunities for us."
To date, Canopy’s SaaS solution has run nearly 10,000 remote actions (i.e., remote firmware upgrades and remote reboots) on IPA’s units, which historically would have required the physical support of a field tech, saving IPA from making some incremental onsite visits.
"Canopy is an exciting product that we are barely scratching the surface of today,” said Jenn Gunter, VP of Customer Service at IPA. “We are working towards unlocking all its capabilities as we build the future of service delivery."