How Macrium Helped Sysmex America Cut Medical Testing Downtime by 75%
Enhancing patient care through more reliable diagnostic systems
When it comes to medical testing equipment, downtime isn't just an IT headache - it's a real barrier between patients and the care they need. That's why we're particularly proud of our recent partnership with Sysmex America, where our backup and recovery solutions are helping slash diagnostic equipment downtime and get patients their results faster.
The Challenge: When Onsite Technical Support Impacts Patient Care
For Sysmex America, a global leader in haematology diagnostics, equipment reliability directly impacts healthcare outcomes. Before implementing our solution, their technical support teams faced a significant challenge: when customer systems needed a software restore, technicians had to physically travel to healthcare facilities.
As Jose Rivera, Vice President of Service and Support at Sysmex America, puts it: "When it comes to recovery and backup operations, the less time our customers have to wait for us to arrive on site to repair a software issue that could be done remotely is in benefit of the customer and also patient care."
Every minute spent in transit was a minute that critical diagnostic equipment sat idle- and patients waited longer for results that could impact their treatment.
The Solution: Enter Remote Recovery
This is where Macrium made a meaningful difference. With our backup and recovery technology, Sysmex's technical support teams gained a capability they never had before: the ability to perform secure remote restores.
"The biggest impact that we've seen so far with Macrium is it gives us the ability to do remote restores, which we never did before," Rivera explains. "Now our TAC agents can actually remotely restore that IPU and get them back up and running in a matter of minutes."
The result is impressive: hours of potential downtime reduced to minutes. Rather than waiting for a technician to travel to the facility, support teams can now address issues remotely and get critical diagnostic systems back online promptly, minimizing disruption to healthcare operations.
Security That Doesn't Get in the Way
Of course, this is healthcare we're talking about. Security and regulatory compliance aren't optional extras - they're non-negotiable requirements, and Sysmex America took this responsibility seriously.
Ben Boeke, Group Manager of Technical Product Management at Sysmex America, emphasized this priority: "It was important for us in a highly regulated industry to make sure that the backups that were created are safe and secure and stay local at that customer account."
Our approach checked all these boxes while maintaining ease of use. "Macrium provides that by encrypting their backups, and with the Image Guardian, we're able to ensure that those backups never change over time," notes Boeke. Plus, during their testing phase, Macrium was "the only product that worked across all of our platforms."
We're proud to have delivered enterprise-grade security that meets Sysmex's rigorous requirements while keeping the solution straightforward for their technical teams.
"What gave us the confidence in Macrium as our backup solution is it stood out among the rest when we were doing testing. It was the only product that worked across all of our platforms. Along with its ease of use and its quick recovery, it was a no-brainer for us to go with Macrium."
Ben Boeke, Group Manager Technical Product Management, Sysmex America
The Numbers Don't Lie
Let's talk results, because that's what really matters:
- 50% reduction in labor related to software reimaging issues (already achieved)
- Projected 75% savings once remote operations are fully implemented
- Dramatic cuts to equipment downtime for healthcare providers
- Most importantly: faster diagnostic results for patients
These aren't just efficiency metrics—they represent real improvements in patient care. Every percentage point of reduced downtime means more patients getting diagnosed and treated without unnecessary delays.
What's more, this enhanced capability provides what Rivera describes as "a competitive edge" for Sysmex in the medical diagnostics market, where equipment reliability directly impacts both customer satisfaction and patient outcomes.
What It All Means
For Sysmex America, this partnership has strengthened their reputation for world-class service and reinforced their commitment to patient-centered care. For us at Macrium, it's a powerful demonstration of how our technology performs in truly mission-critical environments where reliability isn't just desirable - it's essential.
Rivera puts it perfectly: "I would definitely recommend Macrium to others mainly because of the win-win. Win for the customer because they reduce downtime, win for us because we can reduce our cost."
And Boeke's assessment? Simple and to the point: "The company is great to work with, the product's easy to use, and it works."
In healthcare technology, finding solutions that combine simplicity with powerful capabilities makes all the difference.
Watch the Sysmex Case Study
Want to see the full story in action? Watch the complete Sysmex case study video to hear directly from Jose Rivera and Ben Boeke about how they're enhancing patient care through more reliable medical testing with Macrium.
If you're interested in learning how Macrium's backup, recovery, and deployment solutions could help your organization minimize downtime and achieve business resilience, get in touch with our team today.
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