Field Service Management for Medical Device Suppliers

With the right FSM solutions, medical device suppliers can increase the efficiency of their field service operations, improve customer satisfaction, and reduce operational costs.

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    Medical device suppliers face a staggering set of challenges. Supply chain disruptions, high-stakes regulatory requirements, complex equipment and parts, market volatility. The list goes on. 

    Companies are responding by embracing technologies that help them not only tackle existing challenges, but get ahead of future ones. 

    They’re looking for ways to optimize the resources they already have, monitor and improve technician performance, and deepen customer relationships. 

    Here, we share some examples of how real medical device companies are using tailored field service solutions to navigate this challenging environment – and win big in the process. 

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    How Medical Device Companies Benefit from FSM Software

    Field service management software is key when it comes to tackling the medical device industry’s biggest challenges. But — that doesn’t happen unless you already have an integrated, all-in-one system and a mature data strategy in place to support you. 

    With that in mind, let’s look at some examples of medical device orgs using FSM solutions to get ahead of near-impossible regulations and expectations. 

    Enforce Quality & Compliance Requirements

    Medical device suppliers are on the hook for ensuring that all products remain safe and effective throughout their entire lifecycle. 

    In the US, that means, following the FDA’s Quality System Regulations (QSR) during the design and validation stages and maintaining good manufacturing practices. 

    It also means continuously monitoring device performance, addressing complaints, investigating issues, and proactively making improvements to existing products — long after they’ve left the factory floor. 

    For companies that operate in multiple countries, things get even more complex. More agencies, more rules, more opportunities to mess up in a big, expensive way. 

    FSM software helps medical device makers meet all critical requirements — even as those requirements expand and evolve over time.  

    Velosio helped medical device provider AtriCure build a comprehensive platform that modernized paper-driven inventory, maintenance, and service records — replacing legacy practices with a fully-digitized, traceable solution that made it easier to comply with US and EU regulatory requirements. 

    A big part of that solution was Dynamics 365 Field Service, which includes contract management, asset tracking, inventory management, and track-and-trace capabilities out-of-the-box. 

    Velosio’s field service experts helped AtriCure customize the platform around their unique needs. For example, we helped them analyze various “what-if scenarios” and optimize workflows to better support field techs, customers, and patients in this high-stakes environment. 

    Medical device companies should also look for FSM software that can generate detailed reports.

    You want something that can track medical device performance down to individual assets and patients, measure critical KPIs like average response time, CSAT scores, and completion rates, run cost analyses, and enable decision-making that drives profits and patient outcomes. 

    But, more than that, you need a solution that makes it easy for everyone to interpret, manipulate, and operationalize data in ways that drive action, innovation, and measurable value.

    Bolster the Bottom Line

    When you’re selling biomedical equipment, it can take several months, even years, to lock down a big contract. So, even when times are good, cash flow isn’t always predictable. 

    As such, it’s hard to invest in tech upgrades, warehouse space, or hire more workers — let alone plan for the future or respond to unexpected crises like, say, COVID-19.  

    These days, medical suppliers (like everyone else)  are looking for ways to offset those highs and lows, by tapping into new revenue streams — expanding their offerings and embracing new delivery models. 

    Field service software can support evolving business models on multiple fronts. 

    For example, asset management capabilities are crucial for enforcing quality and regulatory requirements, but they’re also an effective tool for improving and expanding service offerings. 

    So, if you’re using D365 Field Service, you can track the location, condition, and service history of each customer asset, making it easier to plan and execute successful service calls. 

    If customer assets are enabled with IoT sensors, you gain access to real-time insights about individual assets and customers that can be used to make smarter decisions and embrace a more proactive service strategy. 

    Medical device suppliers are also leveraging technology to anticipate customer needs, get ahead of supply chain challenges, and fix increasingly complex equipment in record time. 

    Maintenance contracts and service level agreements (SLAs) also play a central role in generating profits. For example, providing accurate service quotes or warranty insurance on-demand can increase customer satisfaction and build trust. 

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    They also help you save money by avoiding discounts and rework. And, they help you create more accurate budgets based on what parts and services are covered in the agreement. 

    Predictive analytics build on these benefits. Orgs can detect and respond to emerging problems ASAP. In turn, customers avoid costly repairs and downtime, while medical device companies avoid taking financial and reputational hits.

    For Velosio client BC Technical, achieving end-to-end visibility was the catalyst for growth. 

    Initially, a poor implementation of D365 Field Services forced workers to spend hours tracking down information and manually fixing data discrepancies. The company also struggled to deliver on SLAs, manage inventory and service techs across its three locations, and attract and retain customers. 

    These are serious issues for any organization. Because BC specializes in MRI solutions, the stakes are much higher than orgs operating in say, e-commerce or hospitality. 

    By consolidating systems and integrations, BC Technical was able to make decisions based on the full picture. Employees now spend less time correcting data issues. They can generate accurate quotes, budgets, and parts costing – all of which make a huge difference when it comes to maximizing profitability. 

    Manage & Empower Your Mobile Workforce

    Modern FSM software is designed to meet the needs of your mobile workforce — embedded with capabilities that directly improve technician productivity and make it easier for techs to serve customers. 

    For example, D365 Field Service integrates with CRM and ERP solutions, equipment tracking systems, inventory counts, and whatever else you use to run key operations. 

    Field techs can access work orders, customer records, service history, etc., capture new info on-site, and record status updates and critical insights in real-time. 

    With mobile-optimized FSM solutions and on-demand insights, technicians can quickly access customer records, service histories, and inventory counts. 

    They can also connect with more experienced techs when they run into trouble. They can even provide remote assistance to customers — walking them through simple fixes or diagnosing issues before making the trip. 

    Meanwhile, in the office (or wherever), business leaders can use FSM software to improve training materials and processes that make it easier for techs to deliver the right results, cut costs, and optimize existing resources.

    For example, you can measure technician performance against customer outcomes, use real-time inventory counts to allocate resources based on incoming work orders, and use visual reporting tools to track progress against core KPIs. 

    You can also automate processes like work order entry, billing, and scheduling. You can enable IoT alerts to fix problems before customers know they exist.

    Additionally, D365 Field Service includes tools for managing subcontractors, assigning work based on skills, availability, or customer preferences, and identifying and eliminating inefficiencies. 

    Final Thoughts

    With the right FSM solutions, medical device suppliers can increase the efficiency of their field service operations, improve customer satisfaction, and reduce operational costs. 

    For 30+ years, Velosio has helped medical device suppliers modernize, scale, and drive sustainable growth. Whether that means migrating to the cloud, unifying ERP and CRM systems, or extending out-of-the-box capabilities to better meet your needs, our field service team is here to help.

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