by
Lisa Chamoff, Contributing Reporter | August 20, 2018
From the August 2018 issue of HealthCare Business News magazine
Konica Minolta offers AeroRemote Insights, a cloud-based analytics dashboard that enables customers to better understand how their equipment and personnel are performing. It also enables Konica Minolta to better predict when a customer may need assistance, be it service or training.
“With AeroRemote Insights, we can now address issues before they become problems and respond much faster,” Chlopecki said.
This quick response adds value to Konica Minolta’s service contracts, Chlopecki said.
“We’ve even surprised people with same-day component replacement,” Chlopecki said. “In fact, everything we do must help our customers minimize downtime, maximize productivity and eliminate risk.”
GE also offers remote monitoring, diagnosis and remediation, with a focus on reducing unplanned downtime and enabling proactive preventive services, according to Francis. GE’s Tube Watch, for example, is designed to help predict a CT tube failure before it happens, which aids the customer in ordering parts and service around the patient’s schedule and comes with a certain money-back guarantee.
Bayer has historically had full service offerings for its vascular injectors, with 24/7 technical support, but recently added remote monitoring and software patch solutions for smart connected devices, which helps move services from reactive to predictive, according to Durmis.
“We can monitor the injectors, see what kinds of error codes are occurring and ultimately replace components before they fail,” Durmis said.
Upgrading to concierge service
Siemens Healthineers launched its Signature Service, a comprehensive and personalized concierge service for customers with Siemens equipment in their hybrid ORs, in 2015 and recently expanded the program for regular CT and MR equipment.
At the center of the Signature Service offering is a personalized, ongoing, one-on-one relationship with an expert concierge who understands the customer’s unique challenges, said John Barbati, senior director of service business management at Siemens Healthineers.
The customer’s advanced clinical application specialist, supported by certified service engineers, is available via a dedicated phone line to triage any issue, from clinical and technical support to advanced applications.
