Case Study
How The Colorado School of Mines Uses ZEISS Predictive
Service to Secure Their Business Operations

ZEISS Predictive Service - Case Study

How The Colorado School of Mines Uses ZEISS Predictive
Service to Secure Their Business Operations
The Colorado School of Mines, USA, is a core life science imaging

contrast, intensity counts, and other parameters were back tofacility, researching samples across molecular and cellular

the expected values.

biology, as well as biomedicine.

A future with greater peace of mind

This lab is equipped with numerous microscopes including several
ZEISS systems. One of these imaging systems is aThe Colorado School of Mines was able to find a replacement

ZEISS Xradia Versa which allows the lab to take 3D images offaster, maintain uptime by reducing the technical evaluation time

biological samples in their natural surroundings much without

and providing key information to avoid unnecessary fixes thanks

any special sample preparation.

to Predictive Service. The ZEISS Team diagnosed the problem
faster and remotely, reducing visits to the customer’s sites toAside from the institute’s own projects, the imaging systems areevaluate.

‘hired’ by other labs and professors. As such, due to the demandplaced on these systems, it’s imperative that the microscopes

Predictive Service automatically comes as part of all newly

are operational whenever they are needed. There’s no room for

installed XRM systems, working in the background where thedowntime, as this leads to negative impacts on the University’scustomer wouldn’t even notice the application is running. The

research as well as its’ revenue.

solution automatically checks the health of performance critical

Maintaining systems, minimizing
downtime
Matthew Black, one of ZEISS’ experienced Customer Support
Specialists in North America, provides technical support for theVersa and is the first line of support for Field Service Engineers.
Matthew received a notification via ZEISS Predictive Service

elements of the system to ensure that it’s running at peak
performance.

“ZEISS service has on many occasions
raised the bar for uptime and maintenancecontracts in our materials characterizationthat the Versa was behaving abnormally and encroaching on

facilities here at The Colorado School of

our acceptable limits. Though no critical failure had occurred,

Mines Shared Instrument Facility. Their timelythe abnormality was approaching ZEISS’ safety standards, andafter performing a remote diagnosis, Matthew decided that thisattention to our ZEISS Versa 520 maintenanceshould be investigated by a field service engineer.

and repairs is an amazing relief as we know

Faster, more effective, resolutions
The ZEISS engineer arrived on-site armed with the imaging
system information provided by ZEISS Predictive Service and wasthat system down time and issues will notslow our research goals. Their predictive
service approach which we’ve recently

able to get straight to work. The engineer ran diagnostic checks

benefited from was able to repair the X-ray

to ensure the device was running smoothly in all other aspects

source before it was even a problem. Thankand to confirm what Predictive Service had found.

you ZEISS!”

Thanks to the combined actions of the on-site engineer andthe remote team evaluating the data from Predictive Service,
they determined that the imaging system’s source needed tobe replaced. Within a week of the engineer’s visit, the source– Kenneth (Xerxes) Steirer, Research Associate
Professor, Colorado School of Mineswas changed. Image quality performed as expected and its

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ZEISS Predictive Service - Case StudyHow Predictive Service works:•Predictive Service comes pre-installed on every new X-ray Microscope as well as a number of our Electron Microscopy and Light
Microscopy systems. You can choose to enable it and take advantage of the benefits available, or not.

•Once connected to your network, Predictive Service will monitor the health of your system – ensuring that it is running aseffectively as possible.

•System condition information is shared between your microscope and ZEISS servers via a secure connection, ensuring thehighest levels of data security. No image data or research information is accessed or shared.

•Predictive Service evaluates the performance of your microscope over time to ensure your microscope runs as efficiently andconsistently as possible.

•If the system behaves abnormally, ZEISS engineers are alerted, can monitor the microscope’s performance remotely, and thenstudy the analytics data to understand what needs to be rectified. All this happens whilst you continue to conduct your research
uninterrupted.

Further reading• ZEISS Predictive Service Overview• ZEISS Predictive Service: Discover how you benefit from our Remote Service Program Product Information• ZEISS Predictive Service: Technology information for our Remote Service Program White Paper

3Carl Zeiss Microscopy GmbH07745 Jena, Germany
Service and Customer Caremicroscopy@zeiss.com
www.zeiss.com/microscopy

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EN_043_012_254 Printed in Germany CZ-062022
Subject to change in design and scope of delivery and as a result of ongoing technical development.