Ultrasound equipment after-sales service [Case study]
Enabling a publicly listed MedTech OEM to optimise its Southern European sales channels by providing ultrasound equipment after-sales service support
Like many manufacturers wanting to increase influence in key market segments, the goal of this after-sales service project was to reduce the MedTech OEM’s reliance on indirect channels and expand its internal capacity to access and influence end-users directly.
Increasing focus on larger accounts and presales customer touch points meant the MedTech OEM needed to boost its capacity to provide after-sales service for its ultrasound equipment from an alternative source.
When investing in building out and optimising its sales channels, the MedTech OEM sought an after-sales service partner with whom the company could plan for the long term.
Specifically, it needed a well-structured after-sales service partner able to align its processes with the MedTech OEM’s omnichannel strategy and provide a white labelled service.
The solution
The MedTech OEM chose Veritek based on our track record of maintaining and repairing ultrasound equipment.
Of most interest was the fact that Veritek already has engineers experienced in Southern Europe medical environments and maintaining ultrasound equipment and x-ray technologies.
Elsewhere, metrics that measure our customer satisfaction and SLA rates convinced the OEM that Veritek was its best choice.
Constructing a service-level agreement
Veritek conducted a detailed analysis of the MedTech OEM’s ultrasound equipment servicing needs, its customers’ needs, and the locations where the company needed onsite field engineering support.
Included in the analysis were baseline targets, metrics and reporting needs.
Veritek included internal and external stakeholders in its discussions.
The results
Allows the MedTech OEM to focus energies on key accounts and direct sales as well as channel development
With access to a flexible after-sales engineering force, the MedTech OEM can scale up its remote and onsite field engineering resources when needed to deliver efficient after-sales service.
Moreover, the MedTech OEM can ensure its customers receive a satisfying experience, whatever the scale of the customer, from presale to the point of purchase and after-sales service.
Overcame problems of training and onboarding new engineers
Because Veritek’s Field Service Engineers have experience in the maintenance and repair of ultrasound equipment, they overcame the MedTech Engineer’s problem of speed of onboarding engineers.
The new engagement required a new modality for Veritek’s field engineers regarding the product range. But it is not new to them to be in the environment.
Training of Veritek Engineers by the MedTech OEM simply ensured Veritek’s engineers could deliver ultrasound maintenance and repair to the company’s high standards.
Retains ability to differentiate with value-adding ultrasound equipment after-sales service
Because Veritek is a service company, its engineers have strong communication skills. As a result, the MedTech OEM is comfortable that its after-sales service partners’ white-labelled engineers will uphold its brand values and reputation while maintaining and repairing its ultrasound equipment.
Moreover, Veritek’s transparent communication ensures it can continue to build deep relationships with its customers, leading to increased loyalty and customer retention.
Avoided conflict of interests
Veritek exists only to provide service support. The company is neither a reseller nor a distributor.
For this reason, Veritek easily aligns with the MedTech OEM’s omnichannel strategy.
Increased efficiency throughout its sales channels
With an established after-sales service partnership, the MedTech OEM can invest where it matters, take on more significant opportunities, and meet its business targets and growth plans while controlling its customer experience.
Find out how you can scale your after-sales service capacity
Learn how to leverage an after-sales service partnership to:
- Get specialist medical sector engineering availability in the domestic and international locations they need
- Adjust capacity to meet the demands of unplanned or fluctuating workloads
- Reduce the cost required to set up and maintain the infrastructure required to provide high-quality first-line and second-line after-sales maintenance and repair support
And ultimately drive customer satisfaction.
Download our easy-to-read datasheet answers questions and provides helpful information for everyone involved in medical equipment after-sales capacity planning.
The datasheet titled ‘After-Sales Services for Medical OEMs’ is free and is available for download here.
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