Mediacenter

Kinetic Concepts On How Remote Diagnostics Can Save Both Time and Money

In an industry faced with extreme pricing pressures, reducing costs and providing high-quality service are often the goals for most organizations. The push to find efficiency and continue to deliver on customer expectations is challenging for any organization, even one with the strongest of foundations. “The health care industry is evolving pretty dramatically,” said Chris Lynch, Vice President of Global Service and Logistics at Kinetic Concepts. “We’ve got some extreme competition that’s come into play in our space. We’ve had to change how we think about our customer and how we can provide our services in the most efficient way.” In a challenged industry, Kinetic Concepts has established itself as a leader by streamlining its supply chain through technology. In medical logistics, one minute can be a matter of life and death. By using remote diagnostics, Kinetic Concepts is able to deliver what their customers need the second they need it. Watch the video to hear how Kinetic Concepts is implementing a remote diagnostics program on its field force that will save the company money and help them achieve service excellence

Abbott on Proactivity and Remote Services

Last year at the Field Service Europe conference in Amsterdam, our attendees received some industry-leading tips to bring back to their offices to improve their field service teams. One of the biggest buzzwords we saw onsite was “proactivity,” and how it could be applied on their field forces. But the ways in which organizations are achieving this in the industry is increasingly different. Machine to machine and remote diagnostics are leading the charge in the plight for proactivity. Both, our speakers agreed, are essential keys to effective planning in service dispatch. “The customer calls, and the field service techs are expected to be there no matter what. Remote diagnostics is the only way to achieve that,” said Kiran Ganji, Program Manager, Remote Services at Abbott. “We have a goal to keep 95% of the time connected. The customer has realized this value, and we’re making sure that they get better service, faster service. It’s a continuous process, it’s a slope, but we are continually working towards that.” Watch the full video to hear how Abbott is able to leverage technology to enable effective scheduling and further its service capabilities.

Service Supply Chain Optimization Reduces Operational Costs, Increases Customer Loyalty and Generates Recurring Revenue

A comprehensive, end-to-end approach to the service supply chain process is required to ensure optimal customer experiences and mazimize profitability. In addition to generating improved margins - through reductions in operational and capital costs - optimizing the service supply chain also enables companies to differentiate versus their competitors on the basis of service quality rather than price. Service excellence increases customer loyalty, which leads to increased revenue streams through renewed service contracts and new-product sales.

Field Service 2014-2015 Services, Revenue, and Trends Report

Service has evolved to the point where customers are expecting more than ever before. As a result, Field Service companies are adapting to this paradigm by adopting powerful new digital solutions, which are analyzed in detail in this comprehensive report.

The Digital Tool Belt for Field Service

The field technician's role is changing, along with training methods and content, to meet the new level of customer expectations. This ebook covers both new customer expectations, which have become more on-demand than ever before (and are of crucial importance to the medical field), as well as the technology that makes this possible. The content of this ebook is derived from interviews with 12 leaders in the service industry, including Chris Westlake, VP of Global Service for Gerber Scientific.