We help life sciences companies enable and optimize remote service by combining the power of smart connected products, advanced analytics and extended reality.
Most medical device manufacturers and distributors today can provide basic remote service management for diagnostic, imaging, surgical, laser and hospital equipment.
Companies at the head of the pack are evolving to proactive, preventative remote service capabilities, often shifting from selling physical products to selling products as a service that deliver value-based outcomes.
That's because optimizing the service component of your organization gives devices a stronger voice, making it possible to address issues before customers experience inefficiencies or downtime.
With advanced analytics, real-time visibility and remote access, technicians can detect, assess, and fix issues quickly – sometimes before they even occur, eliminating negative experiences. Service information and content management along with XR visualization and enablement extend the remote service capabilities even further, minimizing the need for truck rolls, keeping costs down and maximizing customer satisfaction.
Real Results
- Up to 80% improvement in first-time fix rate (FTFR)
- Up to 50% reduction in mean time to repair (MTTR)
- Up to 60% total cost reduction compared to on-site support
- 15-30% reduction in truck rolls
- 15-40% reduction in unplanned downtime
CASE STUDY
Remote access resulted in a 50% reduction in mean time to repair at a leading medical device company.
Remote Service and Support Simplified
With MedConnect Remote Service, medical device companies can quickly advance and scale their remote service capabilities to achieve competitive advantage and gain market share. Connecting remote assets to enterprise service systems and evolving field service capabilities to remote service capabilities opens a wide range of business benefits.
Manage asset performance
Manage connected assets remotely to understand root causes prior to onsite visits and resolve them remotely when possible.
Reduce or eliminate operational costs
Optimize field technician visits by servicing medical devices remotely and making necessary visits more efficient.
Improve product and service quality
Analyze complex medical device data in real-time to gain critical insights into use patterns and improve long-term equipment performance. Continuously increase product quality with closed-loop quality feedback.
Create new revenue streams
Differentiate with remote support and pass costs on to hospitals that do no allow remote support.
Power value-based models
Scale product service to complete your business portfolio and transform from a product-based model to a value-based system.
Enhance security and maintain traceability
Enable 100% software traceability and deliver software patches in a cybersecure environment with remote software deployment that can eliminate onsite visits and the need to take systems out of service.
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 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
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 |
CASE STUDY
We helped a leading medical device company achieve a 50% reduction in mean time to repair with remote access
Our client works to hand people new victories in the face of cancer, from advanced radiotherapy, radiosurgery, to many other vital cancer-fighting tools.
Patients who rely on this equipment sometimes schedule appointments months in advance. That means that unscheduled downtime is not simply an inconvenience, it can mean a missed chance of an early diagnosis or delaying a critical treatment.
Our work means that equipment can be serviced remotely, eliminating downtime for planned service. It also means that data and analytics can be shared with field technicians prior to their arrival on-site, ensuring they are armed with everything they need for successful and efficient service.
Our work helped ensure that essential equipment is available to patients when it is needed, and resulted in:
- 50% reduction in mean time to repair (MTTR)
- 700 telephone consultations per month resolved remotely
- 4 hours of travel time saved for each call
- Reduced service costs by $2,000 for each problem resolved remotely
Thought Leaders
