Stephanie Amendola

In the ever-evolving landscape of the medical field service industry, mergers and acquisitions (M&A) are becoming increasingly common as companies seek to expand their market reach, enhance service offerings, and drive growth. However, successfully navigating the complexities of M&A requires a strategic approach, particularly in areas like service and repair, where customer satisfaction and operational efficiency are paramount.

This session will delve into the critical considerations and best practices for managing service and repair operations amid M&A activities. We will explore key questions such as:

• Due Diligence: What are the essential steps for assessing the compatibility of service and repair processes during M&A due diligence? How can you evaluate the potential risks and opportunities involved?
• Customer Expectations: How can companies identify and align with the existing customer base's service expectations? What strategies can be employed to maintain or enhance customer satisfaction during the transition?
• Performance Metrics: What are the benchmarks for repair fix rates and other performance indicators that should be assessed when evaluating a potential acquisition? How do these metrics impact the overall decision-making process?
• Decision-Making Frameworks: What frameworks can be utilized to determine which service and repair operations to retain, modify, or replace? How can companies ensure seamless integration of new service teams and processes?
• Timing and Execution: When is the optimal time to initiate changes in service and repair operations post-acquisition? How can companies minimize disruption and ensure a smooth transition?

This session delves into the transformative trends reshaping service strategies within the medical device industry. As companies grow and adapt to shifting customer expectations and technological advancements, their service models must evolve accordingly. This discussion will highlight how B2C influences are shaping B2B expectations, the integration of more comprehensive systems, and the strategic processes necessary for sustained organizational and technological growth.

Key Points:

• Exploring the influence of consumer expectations on business-to-business service models, and how companies can adapt to meet these evolving standards.
• Strategic considerations for medical device companies as they scale service operations: maintaining quality while expanding scope.
• Technological integration and its role in transforming service delivery—moving from reactive to proactive service models.
• Process development for organizational growth: aligning service strategies with broader business objectives.
• Case studies of successful service transformation in leading medical device companies, focusing on strategic decisions and technological adoptions.