We all know how important it is these days to maintain a strong brand identity. Having a consistent and powerful identity attached to your brand is one of the best ways to ensure recognition for your business continues to climb and your name is passed around in the all the right circles.
As with any business, communication is one of the key concepts field service providers need to master to make sure they are delivering their core product in a manner which is effective and efficient and delivers a fantastic customer experience. With most field service brands made up of a dispersed workforce – split between office staff working at the home base, and a team of technicians out at various on-site customer locations – this factor is perhaps more critical in this business than in a lot of others.
We’re paraphrasing slightly but there is a famous quote which goes along the lines of, "I always try not to be the most intelligent person in the room and, if I am, I find a different room.”
In our last article, we took an in-depth look at how field service businesses should go about selecting only the most relevant technology for their organizational needs and not engage in the digital transformation arms race we see so many other brands indulging in.
At the tail of end of 2022, we find ourselves in something of a digital transformation arms race. With a desire among field service organizations to be seen as the most technologically progressive out of their peers, digital transformation can all too often become a case of throwing everything at the wall and seeing what sticks.
Here in the world of field service we all too often get caught up in discussions regarding the actual provision of our services and not on the business side of how we attract new customers and make sure our voice gets heard in an increasingly noisy space.
The landscape of healthcare is transforming rapidly, and smaller practices are seeing benefits in embracing consolidation and using that principle to boost their ability to provide and benefit from the strengths of a larger organization.
When we talk about customer experience our minds normally go to industries such as retail, where there is a more traditional customer/business relationship. However, all companies have customers in one form or another and, while the nature of interacting with those people or organizations varies wildly from industry to industry, the experience they have while in contact with your brand can still be a key differentiator when it comes to determining your success or failure.
Medical field service providers must be constantly alert to a shifting regulatory environment and the need for regular audits - both external and internal - of their processes and practices.
We've all read about shortages of essential medical equipment such as vital ventilators in the early days of the pandemic - which makes it even more essential to keep the medical equipment we do have in peak operating condition. However, the need for social distancing means remote monitoring and service technology has now become more important than ever before.
Healthcare will increasingly shift the burden of patient focus from manual clinical attention to the monitoring, care, and support capacities of machines—advances in medical device technologies will make this possible.
Thanks to the influx of new digital technologies, field service providers are discovering new ways to turn their offering from a cost to a lucrative revenue stream.
Despite an increased awareness of cybersecurity, 89 percent of healthcare organizations have experienced a data breach in the last two years.
The field service industry can adapt digital tech into its processes to better appeal to Millennial and GenZer job seekers.
Medical device manufacturers are becoming more customer centric to deliver better customer service and personalized experience to end users.
Stryker partners with Microsoft to develop a global platform connecting medical devices, using data-driven approach to advance patient care and experience.
Medical equipment manufacturer Lumenis achieves unprecedented efficiency working with ServiceMax to replace outdated processes with cloud-based ERP system.
Philips Healthcare is performing penetration tests on medical devices at the Device Lab to secure sensitive data from future cyberattacks.
The MindSphere platform developed by Siemens Healthineers and SAS uses data analysis to support proactive, predictive maintenance of its medical devices.
We asked Jodee Steinberg, Head of Technical Support at Miltenyi Biotec, about technological innovation, the importance of customer-focused investments, and how to keep up with the evolution of field service and customer experience. Read on to learn what she said.
We had an exclusive interview with Marlene Kolodziej, Northwell Health's AVP, on her understanding of cross-industry evolution of customer care, rapid technological innovation, and how medical device companies are empowering their customers.
We interviewed Tom Buckley, Director of Global Technical Service at Boston Scientific, on the future of the service organization. Read on to find out what he said.
Varadan from Nanowear shares his thoughts on technology, innovation, customer relationships, and how these are changing field service in the medical device industry.
Matthew Boretti from Teleflex Americas shares his thoughts on technology innovation, healthcare consolidation, and how these are changing customer expectations in the medical device industry.
Today, traditionally defined customer service is but one small part of the client interaction model, with brands seeking to differentiate themselves through delivering a seamless and superior customer experience.
The Internet of Things (IoT) refers to any internet enabled device which is not used to directly access the web - such as smartphones, personal computers etc. Everything from refrigerators and coffee makers to cars and clothing can be IoT enabled, but smart devices are more ingrained than in simple gadgets.
Services must go beyond the basic necessities of minimizing fix times and maximizing repair success rates. The responsibility falls to technicians, who are increasingly expected to please the customer above and beyond simply fixing the machine.
How can medical device field service professionals leverage big data to ensure they are achieving their goals?