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How Toshiba Medical Systems Europe reinvents their Service Experience to bring innovation to life!

Christine Friscic
Product Manager, Oracle Service Cloud

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:

  • Streamline communication with customers, routing incoming
    calls or incidents to 100 agents on the customer’s preferred channel –
    including phone, chat, SMS, email and an online portal

  • Provide Call Center agents with the tools they need to
    easily determine a customer’s entitlements on their medical equipment

  • Ensure that critical customer and asset data is shared with
    resources at every step of the service process – contact center representatives,
    dispatchers, field resources and even supervisors

  • Improve response times when maintenance is required on
    assets in the field, reduce asset downtime and customer disruption

  • Drive operational efficiencies in the maintenance and repair
    of its medical devices, improving field engineer productivity while reducing
    costs associated with travel and overtime

  • Empower field engineers by providing them with access to
    relevant knowledge and peer-to-peer collaboration tools in the field via their
    mobile devices

  • Improve accuracy of the data collected in the field and
    ensure that it gets recorded and shared across the organization properly

  • Increase overall customer satisfaction and exceeding
    customer expectations and experience by accessing up-to-date information anywhere

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
Predictive Maintenance.

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
read here.

Your field service organization can also achieve smarter,
streamlined field operations thanks to IoT, but you must start developing your
IoT strategy today. Ready to get started? Check out our guide, Three Things
That Your Field Service Organization Needs to Know About the Internet of Things
, which outlines the top things you’ll need to know in order to start
implementing a successful IoT strategy today

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