We work with a number of customers who service equipment, and one of our favourite sectors to work in is healthcare.
We’re fortunate that some of our customers tick both of these boxes at once – they install and service healthcare and mobility equipment for individuals, care homes and hospitals.
Healthcare is a necessity that all human beings should be entitled to. The quest to improve the standard of care is a non-stop endeavour that we’re proud to be a part of in our own way.
The way that we help these people is very easy for us to quantify – every second, minute and hour that we help them to save is another hour that can be spent helping more people.
Every process that we automate for a medical servicing business is a little less hassle for an engineer or member of office staff. They can focus on what they do best – looking after people. Talking to customers. Fixing equipment.
Here are some of the ways that the medical servicing industry benefits from using bespoke software…
1. Reduce paperwork for your engineers
Engineers hate to fill out paperwork. We haven’t met a single one who doesn’t. Their hands are better spent installing and servicing equipment – not filling out paper forms!
Of course, it’s important for the engineer to describe the work they’ve done – we can’t take that away from them yet. But we can make this process as quick and painless as possible for them.
We build a piece of software that runs on their tablet or phone. Where possible, we replace writing with buttons.
Did the service pass or fail?
Rather than the engineer writing “Pass” or “Fail” on a piece of paper, they press a ✔️ tick or a ❌ cross on their mobile app. If there are a handful of common reasons for a piece of equipment to fail a service, there can be additional buttons for those too. For anything not covered by one of the buttons, there’s always an “Other” option which opens up the keyboard for them to elaborate.
2. Reduce engineer calls to the office
Engineers aren’t backward in coming forward. They’ll phone the office whenever they’re unsure about something. It’s great that they don’t suffer in silence, but every call they make wastes time for your office team and the engineer.
Once we establish the most common reasons for the phone calls, we can shortcut this by providing whatever information they need, directly on their tablet.
Engineers can’t remember where they’re supposed to go next?
Simply show their schedule on their tablet or phone. On our software, we show the time and location of the job, as well as providing contact details for the site manager in case they need to call in. If there are specific instructions for getting in – for example, access codes – they can be displayed on the tablet too.
Checking to see if a piece of medical equipment has failed service before; and if so, why?
Again – we can display this on the tablet or phone. As your engineers complete more jobs, the software system can learn and serve up the most appropriate information. If a particular piece of medical equipment has broken down ten times in the past five years for the same reason, the software can easily show this to the engineer so they’ll know where to look first.
Need to refer to a technical diagram?
Can you guess the solution? Yep – put it on the tablet or phone. With the tap of a button, the engineer can bring up all technical specifications and diagrams for the item they’re working on, without needing to know the exact model or serial number, as the system would already know this.
3. Send reports to customers automatically (and instantly)
Let’s say your engineer has just finished a full-day site visit involving hundreds of pieces of medical equipment.
How long would it normally take for your office staff to type up their hand-written notes and email them to your customers? Let’s say you spend 30 minutes each day doing this. That’s 2 and half hours of time you could be spending on sales, customer care or something else to strengthen and grow your medical servicing business.
How impressed would your customer be if they received a full report of the engineer’s findings, across every single piece of equipment, just a few moments after the engineer had left the site?
With bespoke software, it’s not only possible – it’s also the best and easiest way to do it!
As the engineer fills out the information, the system is building the report in the background. Once they collect a signature (which can also be done on the mobile system), it’s just a case of putting that information into a branded PDF document and emailing it to the site manager – signature included, of course. All of this can be done in a few seconds or less.
4. Better yet – let your customers view their own reports
Emailing reports is impressive. But what’s more impressive is giving your customers access to your own branded web app where they can browse and download all the reports that you’ve ever produced for them.
This provides an unprecedented level of transparency to build trust with your customers.
It also establishes your position as a leader within your industry, and a business that is constantly looking to improve its processes.
5. Automate your scheduling
We work with businesses who need to schedule services for thousands of pieces of medical equipment every year. This process would take days to complete, and needs to be done every year without fail, otherwise items would go unserviced (potentially putting peoples’ lives at risk).
Computers are much better than humans at this. They can remember large amounts of information for a long time, and there’s no risk of anything being forgotten.
With bespoke software, this process now takes you no time at all – every morning when your team arrives at the office, they’re given a list of everything that’s due for service in the next month.
Your office staff are given the flexibility to book their engineers’ visits around their customers’ needs, but the software won’t let them forget anything – if something becomes overdue it will turn red, and won’t disappear until the job has been booked in.
How do I enquire about a bespoke software system?
Simply drop us a message – we’re a friendly bunch and will never pressure you to buy. The first step is to have an honest chat about your current situation and systems, and determine what the ideal solution for you would be. Sometimes, it’s not bespoke and we’ll happily point you in the right direction.