Qcom has partnered with this medtech manufacturer for more than a decade, providing nationwide aftermarket services and support for specialist medical thermal printing equipment.

At a Glance

• Nationwide aftermarket support for specialist printers used by blood transfusion services
• Comprehensive break-fix service contracts
• 4- or 8-hour service level agreements for field service engineering
• Equipment failure minimised through planned preventative maintenance contracts

The Need

This medical technology company manufactures specialist thermal printers designed to reduce risk and improve patient safety within a range of healthcare services and settings.

A technical service partner was required to support this equipment in blood transfusion facilities throughout the UK.

The Challenge

Technology used in blood transfusion facilities is often mission-critical to the running of the service, so a rapid-response support service is needed.

In conjunction with this, planned preventative maintenance is required to reduce instances of downtime to an absolute minimum.

With field engineers representing the client’s brand in sensitive and customer-facing settings, a premium white-label service is required, with an emphasis on service as well as engineering excellence.

The Solution

Qcom has created a bespoke technical services solution for thermal printing equipment in blood transfusion facilities across the UK.

A dedicated helpdesk telephone line allows end-users to quickly and directly request break-fix call-outs. Once the address, equipment serial number, and fault details are logged, a Qcom field engineer is assigned the job within an agreed service level timeframe – either 4- or 8-hour depending on the criticality of that particular application.

Qcom engineers attend site in the client’s branding and, once the repair has been completed, generate a full report for the client team, including pictures and an overview of work completed.

Annual maintenance contracts are provided to minimise avoidable downtime on equipment. Qcom’s scheduling team ensures engineers attend sites on an annual basis, producing a full-service checklist which details each aspect of the equipment’s condition and provides advice on any further work required. Where potential faults or near-failure parts are found, engineers aim to provide pre-emptive resolutions.

The Results

Qcom has developed a successful and enduring technical services partnership with this manufacturer of specialist medical technology equipment.

For more than a decade, Qcom engineers have represented the client’s brand in sensitive healthcare environments and provided an effective rapid response to break-fix requirements.

In addition, by providing end-to-end management and delivery of a planned preventative maintenance programme, we have further reduced equipment downtime and improved the long-term customer experience.