Facility Manager Finds Peace of Mind with A. O. Smith iCOMM™ Elite Remote Monitoring Service

Facility Manager Finds Peace of Mind with A. O. Smith iCOMM™ Elite Remote Monitoring Service
Case Study
case 1 • 2012
Facility Manager Finds Peace of
Mind with A. O. Smith iCOMM™
Elite Remote Monitoring Service
In the restaurant business, the adage
“time is money” is more than just cliché;
it’s gospel. During a water heater failure,
every second equates to money lost. For
Maria Johnson, national director of
facilities management for Pei Wei®
Asian Diner, water heater failure just
isn’t an option.
“The water heater is one of those
products that when it’s down, you have
to close your doors,” said Johnson.
“In the past we wouldn’t know about a
water heater malfunction until someone
could not wash their hands or the dishes.
Then we have to contact a contractor.
It could take hours or days to repair. At
that point, we are losing sales.”
During Johnson’s tenure with Pei Wei,
the company began to transition from
using a boiler and storage tank water
heating system to the A. O. Smith Cyclone®
Xi Gas Water Heater. In addition to
benefits such as savings in energy costs and
space, Pei Wei locations took advantage
of an additional benefit offered by
A. O. Smith, the iCOMM™ Elite Remote
Monitoring Service.
The iCOMM monitoring service is the
latest technology in commercial water
heating that allows the user to interact
with, proactively manage, and monitor
their A. O. Smith products. Via the
Internet, users can monitor their water
heater’s performance and make changes
to its settings. In addition to remote
access, the system alerts the user via text
or email should a problem arise.
With 175 Pei Wei locations across the
U.S., Johnson has a fleet of water heaters
to look after, among other concerns.
In the past, she had to rely heavily
on store managers to keep her aware
of any product failure or malfunction
at each location. After a successful
trial of the iCOMM service in Garland,
Texas, and Rochester, Mich., Pei Wei
locations, the service has been installed
in approximately 25 stores.
Case Notes
Project:
Facility manager finds
peace of mind with
A. O. Smith iCOMM™ Elite
Remote Monitoring Service
Location:
Pei Wei restaurants
nationwide
Product:
iCOMM™ Elite Remote
Monitoring Service
Product Highlights:
• Access current and historical
water heater data
• Monitor “live” water heater
status using a Web browser
• Respond instantly to a leak
detection notification
• Proactively manage fault
alerts sent via text message
or email
• Monitor your fleet of water
heaters, regardless of location
Since installing the iCOMM service,
Johnson has seen a significant increase in
the efficiency at which even the smallest
of issues are addressed and rectified.
“The iCOMM has been great when it
comes to letting us know if there are
any problems with the water heater,
even before the store manager knows,”
A. O. Smith Water Products
500 Tennessee Waltz Parkway
Ashland City, TN 37015
www.hotwater.com
AOS C B72 0 01
said Johnson. “A. O. Smith contacts the store and
troubleshoots over the phone, whether it be as simple
as resetting the water heater, or something more; we no
longer discover issues by accident.”
Johnson recalled a specific time when a store’s water
temperature had been set too high, which could lead to
wasted energy and money.
“I get an email from A. O. Smith identifying any changes
in a water heater, usually within the hour, detailing the
issue. One time, an alert came through saying that the
water was too hot. A. O. Smith contacted the store and
instructed the branch manager on how to reduce the
temperature. That, to me, is great. It’s something that
we might not have discovered for a long time.”
It’s cases like these that have established Johnson’s trust
in the iCOMM service.
“I definitely have greater peace of mind and more
comfort with our use of iCOMM. It’s faster than humanly
possible. It allows the store manager to focus on running
the store. That is vital to our staying open.”
Part of P.F. Chang’s China Bistro, Inc., Pei Wei Asian
Diner is a chain of quick-casual restaurants that serve
freshly prepared, wok-seared, contemporary pan-Asian
cuisine in a relaxed, warm environment with friendly
attentive counter service as well as the flexibility, speed
and convenience of take-away service.
A. O. Smith Water Products
500 Tennessee Waltz Parkway
Ashland City, TN 37015
www.hotwater.com
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