Most medical device manufacturers and distributors today are able to provide basic remote service management for diagnostic, imaging, surgical, laser and hospital equipment. However, to drive more revenue from services and increase customer value, companies need to evolve to proactive, preventative remote service capabilities. For many companies, this means shifting from selling physical products to selling products as a service that deliver value-based outcomes.
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?
Our Remote Service Solution
MedConnect Remote Service enables simple, scalable and secure remote service management for medical device manufacturers. Based on industry-leading practices, MedConnect Remote Services leverages machine learning and predictive analytics to reduce equipment down-time, increase customer satisfaction and ultimately improve the patient experience through superior service.
With MedConnect Remote Service, medical device companies can quickly advance and scale their remote service capabilities to achieve competitive advantage and gain market share.
MedConnect Remote Service empowers MedTech 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 and eliminate costly field technician visits
MedConnect Remote Service Data Flow
Accelerated Delivery Model for Remote Service Management
We can help accelerate your time to value with MedConnect Remote Service. With seamless integrations to enterprise systems, MedConnect Remote Service helps you maintain a standard of rapid response and connectivity that are critical to exceeding customer expectations.
- Designed to quickly implement and scale remote service capabilities
- Deployed via pre-built modules for rapid implementation
- Based on industry-leading practices in remote service
- Built with enhanced security options
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
Enable connected policy server and role-based access
Support Dashboards
View device history and key metrics, past repairs, current status, remote in, assign technicians, apply patches
What does Optimized Remote Service look like?
| Service Needs | FROM (Current State of Device Support) | TO (Optimized Remote Support) |
|---|---|---|
| Field Corrective Actions | Requires a physical visit, manual update during business hours | Minimal onsite visits, reducing cost for both manufacture and healthcare institutions |
| Software Updates and Traceability | Delivered via manual process, requiring manufacturer personnel to go onsite. Traceability of software requires manual intervention | Allows 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 patches | Difficult to efficiently deliver software security patches | Provides the vessel to deliver software patches in a cybersecure environment |
| Trouble-shooting and Repair | Completed 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 Stream | Remote support is not a significant revenue generating vehicle for manufacturers | Device manufacturers can differentiate with remote support and pass cost to hospitals that do no allow remote support |
Remote Service Business Value
MedConnect Remote Service is designed to speed the implementation of remote service capabilities. Based on industry- leading practices, this methodology provides a platform to make remote service simple, scalable and cybersecure.
- Reduce operational cost by efficient field service business processes
- Enhance productivity and efficiency of the mobile workforce
- Increase product quality through supporting closed-loop quality feedback
- Scale product service to complete your business portfolio
- Evolve field service capabilities to remote service capabilities
- Transform from a product-based model to a value-based system
