The importance of Customer Experience in Medical Device Distribution and Servicing
The idea of what makes a great customer service experience is changing rapidly across many industries including Medical Device distribution and related field services. Medical professionals and facilities are flooded marketing and sales messaging, so the ability for your medical device business to stay on top of its game will directly impact your ability to retain your customers and expand your service offering footprint within their organisations.
Service to Experience, the changing nature of FSM
In 2019, the field services landscape has changed dramatically through the development of innovative technologies that are designed to automate and enhance a business’s ability to not only service their customers but to exceed their expectations.
Outdated business models in field service focus solely on the customer relationship, and whether or not, at face value they are happy with the services and products being offered. In the new model, businesses are wanting to gain competitive advantage by providing industry-leading levels of service in a way that the medical device servicing industry isn’t yet expecting but can benefit from greatly.
Medical equipment is hugely important to the smooth running of a hospital or patient care facilities, and healthcare professionals need to know that the equipment that they rely on to saves lives is always ready to assist in the care of patients. Being confident in the ability of their equipment to complete the tasks they are designed for is ranked one of the most important factors in healthcare a recent study suggests.
The IOT and increases in the advancement of sensor technology offer a much more sophisticated way of monitoring the status of medical equipment and providing data to pre-emptively manage the requirements of the services of these life-saving devices. Smart Field Service Businesses are changing the way they look at preventative and panic maintenance to make the most of this data and provide a more proactive and automated service for their health care clients.
The Role of Technology in Field Service
The uprise of the mobile device over the last 10 years has seen a massive change to the traditional paper-based management methods that plagued medical device companies in the past. Mobile apps, such as NextService are helping companies like Gallay Medical to gain more visibility and control over their field service businesses and provide their customers with a level of customer service that is impossible without the aid of modern field service management software.
In addition to this, the fact that their Field Service Software is built directly on their core ERP platform, NetSuite, the benefits of efficiency and effectiveness in communication, organisations, scheduling and demand planning are amplifying which is helping them to stay on top in an increasingly competitive space.
The Benefits of Integrated Field Service Software for Medical Device Companies
Medical device businesses that have made a commitment to modernising their field service software and operations are seeing many quantifiable benefits to doing so. In years gone by they had suffered time and financial costs in maintaining disparate systems, spreadsheets and paper-based records. Today, they benefit from the automation and efficiency that Field Service Software offers to its users.
If you would like to understand how NetSuite and NextService can help modernise your business systems strategy and provide huge benefits to your Medical Device distribution business then speak to one of our experts today.