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Toshiba Medical Systems Europe Transforms the Customer Experience with Oracle Service Cloud

Christine Friscic
Product Manager, Oracle Service Cloud

How does a world leader in medical diagnostic equipment, which provides
the most cutting-edge imaging solutions in the industry, raise the bar even
higher? By zeroing in on a strategy for ensuring machine uptime and consistently
superior customer service, and building a world-class customer service
organization to make this vision a reality.

Part of the Toshiba Group, Toshiba Medical Systems is one of
the world’s leading providers of medical diagnostic imaging applications and
comprehensive medical solutions. As a leader in its space, the company
continuously promotes innovation in the industry, incorporating
cutting-edge technologies into its medical imaging solutions. The company is
also constantly looking for new ways to improve the service it provides to
customers across the globe. Toshiba Medical Systems knows that to continue
differentiating itself as a leader, it needs to adapt to changing customer
expectations, ensuring every service experience is a positive one.

Recognizing the value of service delivery as a competitive
differentiator, Toshiba Medical Systems saw an opportunity to leverage the
technology to completely transform this part of its business. The company has
partnered with Oracle Service Cloud in an initiative to elevate customer
experience while streamlining its service operations using its comprehensive
solution suite.

“With Oracle 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.”

Toshiba Medical Systems Europe will deploy the Oracle Service
Cloud’s contact center and Oracle policy automation solutions, along with
Oracle Field Service Cloud. The company will leverage these solutions together
in order 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 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 over 350 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

By deploying Oracle Service Cloud cross-channel contact
center, policy automation and field service management solutions, Toshiba
Medical Systems Europe will completely transform the entire service process – from
the time a customer calls into the contact center to report an issue to service
fulfillment and data capture in the field, all the way to customer feedback. Toshiba’s
customers will have a more positive experience thanks to streamlined
communication and more personalized service, and face less disruption in their
day-to-day operations due to Toshiba’s ability to respond quickly and resolve
issues faster. For Toshiba, more efficient processes, increased engineer productivity
and customer satisfaction will translate into a major improvement in the bottom
line and drive revenue.

To learn more about Oracle Service Cloud and Oracle Field
Service Cloud solutions, and the value they provide to customers across the
globe, visit https://www.oracle.com/applications/customer-experience/service/index.html.

About Toshiba Medical Systems Europe
With headquarters in
Zoetermeer, The Netherlands, Toshiba Medical Systems Europe (TMSE) markets,
sells, distributes and services radiology and cardiovascular systems, including
CT, MR, ultrasound, X-ray and cardiovascular equipment, and coordinates
clinical diagnostic imaging research for all modalities in Europe. For more
information, visit the TMSE website at http://toshiba-medical.eu

About Toshiba Medical Systems Corporation
Toshiba Medical
Systems Corporation is a leading worldwide provider of medical diagnostic
imaging systems and comprehensive medical solutions, such as CT, X-ray and
vascular, ultrasound, nuclear medicine and MRI systems, as well as information
systems for medical institutions. Toshiba Medical Systems Corporation has been
providing medical products for over 80 years. Toshiba Medical Systems
Corporation is a wholly owned subsidiary of Toshiba. Visit Toshiba Medical
Systems Corporation’s website at http://www.toshibamedicalsystems.com

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Comments ( 2 )
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