MedConnect Remote Service

Simple, Scalable and Cybersecure Remote Service for Medical Device

For medical device manufacturers and distributors, providing preventative maintenance agreements and remote service management for diagnostic, imaging, surgical, laser and hospital equipment is essential to increasing customer value and achieving competitive advantage.

MedConnect Remote Service allows medical device service functions to track, manage and service equipment remotely, as well as integrate to your existing ERP, CRM, and accounting systems seamlessly. We have successfully deployed digital enterprise solutions the top medical device companies in the world and are a reliable partner for your future success.

Our Solution

At Kalypso, we can help you evolve your field service model to remote service capabilities
with MedConnect Remote Service.

MedConnect Remote Service is an accelerator designed to quickly enable medical device service functions to track, manage and service equipment remotely, reducing equipment down-time, increasing customer satisfaction and improving patient care.

MedConnect Remote Service empowers device companies to:

  • Connect remote assets to enterprise service systems
  • Analyze complex medical device data in real-time
  • Manage the performance of connected assets
  • Service medical devices remotely, speeding up resolution time and eliminating the costly field service technician visits

You might be asking…

How do I reduce my field service costs?

How can I improve customer retention and satisfaction?

How do I keep software on my medical device up to date?

How do I bring both old and new assets onto my service platform?

Remote Service and Support

Service can be expensive, but it does not have to be...

Healthcare providers can detect, diagnose and treat illnesses faster with today’s advanced medical devices, reducing severity and improving recovery time for patients. However, medical devices are expensive, and most equipment require detailed performance monitoring and regular maintenance.

The cost of something going wrong with advanced medical devices and procedures can be staggering – to the tune of $3.2 billion in 2017, according to Diederich Healthcare. Medical equipment that is not properly maintained is costly to hospitals and can cause misdiagnosis, injury to the patient, or even infect patients if not sterilized correctly – all of which put the health of the patient and the liability of medical professionals at risk.

When combined with a remote service capability, medical devices can have a transformative impact on the entire healthcare ecosystem. For many manufacturers and distributors, this means shifting from a traditional product-based revenue model to a value-based system that provides differentiated services and support offerings. Providing preventative maintenance agreements and remote service management for diagnostic, imaging, surgical, laser, and hospital equipment is essential to increasing customer value and achieving competitive advantage.

Keep it SIMPLE with these Core Service Capabilities:

Asset Management
Track customer inventory, installations and returns
Connectivity / Provisioning

Enable direct connect and gateways
Remote Device Access

Remote connection to a device eliminates site visits
Software Content Management (SCM)

Keep software current and set rules around updates
Enhanced Security Options

Connected policy server and role-based access
Customer Support

Track metrics, repairs, status, and apply patches

What does Optimized Remote Service Look Like?

Service NeedsFROM (Current State of Device Support)TO (Optimized Remote Support)
Field Corrective ActionsRequires a physical visit, manual update during business hours

Minimal onsite visits, reducing cost for both manufacture and healthcare institutions

Software Updates and TraceabilityDelivered via manual process, requiring manufacturer personnel to go onsite. Traceability of software requires manual interventionAllows for remote software deployment, potentially eliminating the need to go onsite and removing the need to take the system out of service. Allows for 100% software traceability
Emergency / Security updates or patchesDifficult to efficiently deliver software security patchesProvides the vessel to deliver software patches in a cybersecure environment
Trouble-shooting and RepairCompleted over the phone with no visibility into system Provides remote access to the system, leading to increased root cause determination and resolution prior to onsite visits
New Service Revenue StreamRemote support is not a significant revenue generating vehicle for manufacturersDevice manufacturers can differentiate with remote support and pass cost to hospitals that do no allow remote support

MedConnect Remote Service is designed to speed the implementation
of PTC’s ThingWorx service platform for medical device companies. Based on industry-leading practices, MedConnect Remote Service provides a platform to make remote service simple, scalable and cybersecure.