REMOTE DIAGNOSTICS — STAYING CONNECTED

“We will dial up if we are having an issue—be it software or hardware,” Clifford says. “We will dial Kodak’s response center or go onto what they call E-Central to log a call. Within an hour they’ll call back and start to solve a problem remotely via a tool they call ServiceWire.”

Kodak’s technicians go through Banta’s broadband Internet connection and then connect to the equipment in question, tunneling through Banta’s firewall, Clifford explains. The technician can control the machines through the network to duplicate the problem and diagnose from the response center.