Can Terumo BCT use technology to deliver better value to customers?
STAKEHOLDERS in the healthcare industry understand that there’s phenomenal value in using technology to transform systems, practices, and processes.
Doctors, nurses, healthcare administrators, patients, and even those in the extended ecosystem such as pharmaceutical companies, medical equipment suppliers, and insurance companies can benefit from new-age technology.
Terumo BCT, for example, a leading vendor in the healthcare companies, is relying on technology to help provide a better experience to customers — namely clinics and hospitals.
In an interview with Tech Wire Asia ahead of the Field Service Asia 2019 conference, Terumo BCT Global Services VP Chetan Makam shared the Colorado-based medical services giant’s vision for digital services.
According to Makam, “technology cannot fix a poorly designed process that does not deliver the desired outcomes”.
Hence, his company follows a three-pronged approach to adopting technology: a focus on customer success based on operational excellence, an understanding of where service is provided effectively and efficiently, and an ability to scale processes.
With that in mind, Terumo BCT is implementing two applications — a field services management app and a remote assistance and guidance tool — both of which are expected to deliver value to customers.
“The field service management app has benefits for our customers, our field associates, and allows us to better manage our assets. We can globally measure the performance of our devices such as uptime and reliability, ensure timely service and reduce operating costs while providing a consistent customer experience.”
Makam also believes that tracking of KPI’s — via the field service management app — such as parts used by device vintage, geography, customer will give the company the ability to manage the fleet better and also be more scalable.
“Knowing where and how our devices are being operated by customers will enable us to measure return on assets and provide revenue opportunities. It is a step on the path to a comprehensive IoT (internet of things) strategy.”
The remote assistance and guidance tool, on the other hand, is meant to make it easy for the field engineers to talk to subject matter experts (SMEs) on-demand, via video.
The feature is expected to make real-time interaction possible and result in faster resolution of field issues, especially in locations where the density of devices does not support having SMEs locally.
The tool, again, is expected to help Terumo BCT scale its resources while improving support provided to customers.
Aside from the two apps, the company is constantly looking for new and innovative ways to deliver better value to customers in the digital age – which is ultimately the focus of all of the company’s digital projects.
“[Our] digital transformation journey is about applying new tools to business processes to better monitor, measure, improve and deliver business outcomes that result in increased revenue and profitability and address scalability while delivering customer experience and delight,” concluded Makam.
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