Fortune-500 Medical Device Contact Center Streamlines Troubleshooting, Saving Millions
Technology Category
- Platform as a Service (PaaS) - Device Management Platforms
Applicable Industries
- Equipment & Machinery
- Healthcare & Hospitals
Applicable Functions
- Maintenance
Use Cases
- Time Sensitive Networking
About The Customer
The customer in this case study is a Fortune-500 medical device contact center. The contact center assists patients and nurses who use its medical devices. Customers reach out to the contact center when they experience difficulties while using their medical devices or have general questions about their devices. The contact center representatives are tasked with troubleshooting complex device alerts and alarms, often requiring customers to swap out medical devices. The company was facing significant challenges due to the complexity of the troubleshooting process and the inefficiency of the existing guides.
The Challenge
A Fortune-500 medical device contact center was facing a significant challenge in managing complex troubleshooting processes for their medical devices. The contact center representatives were tasked with handling complicated device alerts and alarms, often leading to unnecessary exchanges of medical equipment. The existing technical guides, meant to aid in troubleshooting, were too complex and difficult to follow during live calls. Representatives had to navigate through numerous folders and documents in their shared drive, some of which were hundreds of pages long. This cumbersome process resulted in mishandled calls and incorrect troubleshooting, leading to unnecessary shipping costs for devices that had no issues. The complexity of the guides and the inefficiency of the process were causing frustration among representatives and costing the company millions of dollars.
The Solution
The company identified the need for consistency in handling calls and customer experience. They decided to implement a platform that allowed subject matter experts to create interactive troubleshooting guides and call flows that representatives could easily follow during calls. The solution, ScreenSteps, enabled the company to create interactive guides using Workflows. These guides provided responsive, step-by-step instructions that representatives could follow while on a call, eliminating the need to remember complex processes or decipher technical documentation. The guides navigated representatives through all prompts, questions, and tasks to troubleshoot an error consistently. The ScreenSteps knowledge base also provided a robust search engine, making it easier for representatives to find specific procedures and troubleshooting guides using keyword search. This streamlined process allowed all agents to adapt to the improved process instantly, reducing errors.
Operational Impact
Quantitative Benefit
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
Smart Water Filtration Systems
Before working with Ayla Networks, Ozner was already using cloud connectivity to identify and solve water-filtration system malfunctions as well as to monitor filter cartridges for replacements.But, in June 2015, Ozner executives talked with Ayla about how the company might further improve its water systems with IoT technology. They liked what they heard from Ayla, but the executives needed to be sure that Ayla’s Agile IoT Platform provided the security and reliability Ozner required.
Case Study
IoT enabled Fleet Management with MindSphere
In view of growing competition, Gämmerler had a strong need to remain competitive via process optimization, reliability and gentle handling of printed products, even at highest press speeds. In addition, a digitalization initiative also included developing a key differentiation via data-driven services offers.
Case Study
Predictive Maintenance for Industrial Chillers
For global leaders in the industrial chiller manufacturing, reliability of the entire production process is of the utmost importance. Chillers are refrigeration systems that produce ice water to provide cooling for a process or industrial application. One of those leaders sought a way to respond to asset performance issues, even before they occur. The intelligence to guarantee maximum reliability of cooling devices is embedded (pre-alarming). A pre-alarming phase means that the cooling device still works, but symptoms may appear, telling manufacturers that a failure is likely to occur in the near future. Chillers who are not internet connected at that moment, provide little insight in this pre-alarming phase.
Case Study
Premium Appliance Producer Innovates with Internet of Everything
Sub-Zero faced the largest product launch in the company’s history:It wanted to launch 60 new products as scheduled while simultaneously opening a new “greenfield” production facility, yet still adhering to stringent quality requirements and manage issues from new supply-chain partners. A the same time, it wanted to increase staff productivity time and collaboration while reducing travel and costs.
Case Study
Integration of PLC with IoT for Bosch Rexroth
The application arises from the need to monitor and anticipate the problems of one or more machines managed by a PLC. These problems, often resulting from the accumulation over time of small discrepancies, require, when they occur, ex post technical operations maintenance.
Case Study
Data Gathering Solution for Joy Global
Joy Global's existing business processes required customers to work through an unstable legacy system to collect mass volumes of data. With inadequate processes and tools, field level analytics were not sufficient to properly inform business decisions.
