Solution: Remote Service Manager in action as EffiLink
Bosch Sicherheitssysteme GmbH, a leading provider and operator of individual and connected security solutions, successfully employs the Remote Service Manager as a remote maintenance solution under the name EffiLink. This means geographically scattered devices and systems can be serviced and configured quickly and securely.
By implementing a new and innovative remote access solution, Bosch Sicherheitssysteme sought to optimize its own service so as to improve on the availability and reliability of security systems installed on customers’ premises and further streamline its operations.
It was important that the Remote Service Manager should allow manufacturer-independent integration of devices and systems, good scalability, and fast and secure remote access from the service technician’s computer. On top of that, it was crucial that the software solution provide support throughout the service process and open the way for new services.
Remote access to systems and devices calls for the most stringent security standards. EffiLink works using a refined and innovative security concept that ensures maximum security and data protection.
The remote connection is established only at the customer’s request and passes through multiple security zones in the Bosch computing center and the customer’s own network. To prevent unauthorized parties from gaining access to devices and systems, an individual virtual machine is generated for each service operation. This is closed down as soon as the job has been successfully completed. All processes and actions are logged to ensure Bosch Sicherheitssysteme is fully transparent in its remote access.
EffiLink also stands out for its integration possibilities and manufacturer-independent design: systems and devices do not need to be prepared to use EffiLink and additional facilities and IT systems can be linked at any time.
Since the introduction of EffiLink, some two thirds of issues are now diagnosed remotely and immediately resolved. Bosch Sicherheitssysteme has already switched over many of the devices installed at customers’ premises to EffiLink. In the future, the plan is to gradually increase the quota of integrated devices to 90%.
Benefits to the customer: