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Field Service App Platform

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Visibility now, predictability for tomorrow

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Improve asset uptime with predictive maintenance

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Medical Equipment

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Use Case

Precision for complex medical equipment repairs

Achieve accuracy and compliance with field intelligence

A global medical technology company reimagines its approach to repair work and tranforms its service business into a profit centre.

CHALLENGES


Technical complexity

An average work order takes several days to complete, including decontamination, evaluation, repair, quality control, and quality analysis. The company wanted to provide techs with detailed service work order forms and complex checklists to perform precise repair operations.

Poor repair management

When devices were shipped from global locations, key components were often missing. Technicians had to order parts, perform complex repairs, coordinate return logistics, and loan temporary products. The company wanted to automate workflows to ensure seamless repairs.

Multiple solutions in use

A mix of paper forms and multiple software solutions prompted the company to adopt a digital solution that integrated seamlessly with their existing platforms and eliminated paper forms.

Limited profitability

Despite billing customers for repairs performed per device, the company’s repair depots were not profitable. It sought a solution that would easily calculate total repair costs and bill customers promptly to increase revenue potential.

Tight regulation

Each medical device has specific compliance rules from different authorities across various countries. Frequent changes to regulatory requirements meant the company needed a solution to create standardized checklists to be scaled across multiple countries easily and quickly to meet complex regulatory requirements.

SOLUTION


Technicians use the ProntoForms Mobile App to complete equipment checklists, record service details, and input billing information. The ProntoForms Cloud platform supports this process with form creation, integration, user management, and document generation. This streamlines equipment maintenance and service billing, integrating data into systems like ServiceMax and Salesforce for effective work order processing.

OUTCOMES


With ProntoForms, the global medical technology company has improved its depot repair process. They have generated positive business outcomes in several key areas:

Standardized procedures

The company has standardized and expanded repair processes across its depots in the United States. Notably, the company has effectively implemented service orders for Singapore and is extending service work orders to encompass regions in Asia, Europe, and various other countries.

Increased revenue

The company now sends highly detailed invoices to customers. It can also measure and analyze depot-specific performance metrics and profitability, resulting in enhanced expenditure management and increased repair revenue.

Improved workflow

The technician’s in-depot workflow has been digitally transformed. They can now easily coordinate return logistics, provide product loaners, and order parts to complete repairs. Field staff can now receive, tag, and differentiate the devices they’ve received using a single workflow.

Data traceability

Technician accountability and data traceability is ensured by empowering the company to customize the edit option of deployed forms specifying when techs do not have permission to edit sent forms.

Overcome the complexity of medical device repair

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