Rancho Bernardo Inn, San Diego, CA
How Teleflex Stays Customer-ObsessedMatthew Boretti from Teleflex Americas shares his thoughts on technology innovation, healthcare consolidation, and how these are changing customer expectations in the medical device industry.
1. Which major field service and customer centricity trends have you observed in the medical device industry this year?
Our customers are continually being asked to do more with less. This is particularly difficult as they are already operating on razor thin margins, so they really need help beyond product solutions to help them find new ways to reduce costs while improving care to their patients in the same process. No easy feat. In short, they expect more from their suppliers. And, they are hiring bright people to drive these results, so suppliers must come to the table well prepared to have these discussions. They want to understand the value-added performance programs and education we can offer their staff.
2. Have your customers’ expectations drastically evolved in view of the latest technological innovations? How are you keeping up with all the changes?
They really have. And, I believe the reason their expectations have increased is they are consumers like everyone else, so they are getting used to one-click shopping through services like Amazon which also offers hassle free returns and same day delivery! It’s crazy how simple things are becoming and how the world of instant gratification and self service has become so prevalent. For this reason, Teleflex is investing heavily into customer experience design, which certainly involves evolving our systems and technology capabilities. Measuring results is critical. Fortunately, the technology makes it easier to track information.
3. Has healthcare consolidation impacted your operations in any way?
It has, both on the customer side and in respect to competition. As hospitals and hospital systems consolidate, we often see their desire to standardize purchasing decisions, which provides both opportunities and risks. We also see consolidation on the supplier side, which can change how we view our competition. We may have suppliers that were partners yesterday, who we now see as competitors.
4. What should field service leaders do to meet rising expectations of connected and empowered customers?
They need to find ways to respond more quickly to their customer needs and offer opportunities for low-impact self-service.
5. Which direction do you see your company heading in the next five years?
We need to design systems and processes that will deliver a radically simple interface with customers. We need to transform our culture into one where all employees view every interaction as an opportunity to exceed customers expectations. Ultimately, we need to create an environment where we are obsessed with making every interaction with our customers a positive experience.
6. We look forward to your presentation at the upcoming Field Service Medical 2018 forum. What do you think about this year’s program – which topics and sessions will be most helpful in helping you achieve the goal of being 100% customer centric in your field service operations?
I’m really excited about the program and the sessions being offered. It very much aligns to the trends and areas we see as important in our business. It will be tough choosing the sessions to attend given the many options.
Customer centricity is set to be a hot topic at Field Service Medical 2018, taking place in La Jolla, California, this coming February. Download the Field Service Medical 2018 Agenda to learn more.