John Chrisentary

This session explores the transformation of service calls in the medical device sector, highlighting how new technologies and segmented technician roles are reshaping customer interactions. We'll examine the integration of digital tools and the differentiation in technician personas—from call center agents to field specialists—that tailor service experiences to meet modern expectations and regulatory requirements.

• Overview of new technologies influencing the structure and execution of service calls in the medical device industry.
• Analysis of different technician personas: Understanding how roles are segmented to enhance service delivery and customer satisfaction.
• Learn how leading medical device companies have successfully transformed their service call protocols.
• Discussion on the impact of regulatory changes on service call procedures and technician training.
• Future outlook: Predictions on the evolution of service calls with emerging technologies like AI and remote diagnostics.

The demand for efficient and effective tech support has never been higher. Recognizing this need, businesses are increasingly turning to innovative solutions to streamline customer issue resolutions. One such transformative approach is the integration of automated resolutions and self-service options in tech support systems. This topic explores the potential benefits, challenges, and strategies involved in improving tech support through the implementation of automated resolutions and self-service solutions.