By Cyrille Geeratz – Account Director, TMSE and Oracle (Field) Service Cloud @CyrilleGeeratz
Imagine a young couple eagerly going to the hospital to have
their first-ever ultrasound scan. They are very anxious to finally see the new
life they’re bearing and hear its heartbeat for the first time. But, they are
also a bit nervous since they want to be sure that all vitals are good. And
then imagine the deception and anxiety when they arrive to the hospital, only
to hear the ultrasound machine has broken down and they have to make a new
appointment next week.
Reliable and safe availability of high-tech medical
equipment is vital to maintain modern society’s quality of life. Whether it is
in happy moments like parents expecting their first child, or in sad moments
when battling a terminal illness.
To achieve this it’s vital that modifications and preventive
maintenance are handled in a timely and controlled manner. Swift and prompt
response to incidents is of utmost importance.
Toshiba Medical Systems Europe (TMSE) operates a
375-man-strong team of highly skilled engineers across Europe to serve their
installed base of medical equipment at thousands of hospitals and clinics. High
quality, safety, maximum uptime of equipment and a strong customer focus are
key values for TMSE’s engineers. To maintain their competitive edge and
position their Service Experience as a competitive differentiator, TMSE has
teamed with Oracle to reinvent their service delivery model.
After an intensive and highly detailed vendor selection
process, TMSE has selected Oracle’s CX portfolio as the solution to bring their
service delivery into the next century.
“With Oracle (Field) Service Cloud we are taking the next
step, entering a new era of customer service: delighting our customers with the
support we provide and empowering our employees with state-of-the-art
applications to do their work,” says Johan Lombaerts, Senior Manager Service,
at Toshiba Medical Systems Europe. “In doing so, we strive to strengthen and
streamline communication with customers, provide them the ability to choose
their preferred communication channel and access self-service tools at their
convenience. It is also our goal in this initiative to increase employee
satisfaction for back-office staff and field engineers, and improve the
accuracy of the data we collect in order to strengthen our analysis
capabilities and continue improving.”
In the first phase TMSE is bringing The Netherlands, UK and
Sweden live on their new Oracle Service Cloud and Field Service Cloud platform,
which enables TMSE to:
Thereafter, TMSE will swiftly rollout the new solution
across the rest of Europe. In the meantime, they will deliver a customer
service portal where hospital staff can log inquiries on the equipment, see the
service and contract status, and schedule or change maintenance visits.
TMSE is planning to raise the bar even higher in a third
phase by utilizing Oracle Policy Automation Cloud to automate post-installation
and post-repair checklists and generate a compliance report automatically to
adhere to legal requirements.
It’s my vision to ultimately support Toshiba Medical Systems
Europe to tap into the Internet of Smart Things to enable both service staff
and engineers to remotely service equipment and to move towards the concept of
By leveraging data constantly collected from connected
equipment, TMSE’s Service organization can ultimately better predict when
services will be required and, eventually, shift to a more proactive
maintenance and repair model. This will not only reduce asset downtime and
allow TMSE to be even more efficient in their field service planning.
Ultimately, it will positively impact the hospitals’ productivity and perhaps
most importantly: ensure that TMSE’s medical equipment is there to support the
quality of life we have become so accustomed to.
To learn more about Toshiba Medical Systems Europe, please
Your field service organization can also achieve smarter,
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