Qcom provides this medical cart technology manufacturer with an outsourced technical services package that supports end-users throughout the customer and product lifecycle.

At a Glance

• Specialist solution for major medtech manufacturer
• Fully outsourced and white-labelled technical services partnership
• A complete end-to-end service from site survey to aftermarket support
• Integrated package bringing together Qcom’s customer service, workshop, and field engineering capabilities
• Scalable service to meet additional project and ad hoc requirements as they arise

The Need

This medical cart manufacturer needed a technical services partner to provide full lifecycle service and support to its UK and European customer base.

The Challenge

The client needed a genuinely ‘end-to-end’ service, supporting customers from the start to the end of every product lifecycle.

In the pre-sales phase this needed to include inventory services, storage, and management. Sales fulfilment required pre-site survey support, plus commissioning and installation services.

In the aftersales stage, the company required break-fix repair, warranty management, helpdesk support, and user training.

The Solution

To meet this customer’s detailed requirements, Qcom created a bespoke package of integrated technical services.

Site surveys include a review of the existing hardware and systems installation, as well as an assessment of the physical footprint. Power and data points are reviewed, and a radio frequency (RF) wireless networking survey is carried out to allow a wireless network to be installed without interference, ensuring full coverage. This information is provided in a detailed report used to guide the technical installation team.

During the commissioning phase, Qcom’s technical engineers load and configure application software, configure specific settings, and load custom-written software as required. Any required accessories are fitted.

Ahead of each installation, a complete pre-delivery inspection and test is carried out. A manufacturer-trained Qcom engineer then installs the healthcare systems, cart, and wall station, using the information gathered from the site survey.

End user training on the basic functioning and operation of the equipment can then be delivered by our engineers on site, elsewhere on client premises, or at Qcom’s own training centre.

Aftermarket support starts with a comprehensive helpdesk service, delivering a three-level response to service and support enquiries.

Tier 1 provides a basic call logging service, with calls answered within 30 seconds and details logged for action on a service management system. Tier 2 escalates calls to a technical support filter, involving a Qcom engineer working with the end user to diagnose the fault and resolve the issue over the telephone. A Tier 3 response can then draw in the support of a technical service engineer from Qcom’s nationwide field engineering network.

Break-fix contracts operate to a next business day response-and-fix service level agreement. The helpdesk schedules engineer visits, ensuring the required parts and equipment are available to complete each job. Qcom engineers attend site ‘white labelled’, representing the customers brand.

Preventative maintenance is also scheduled by the helpdesk team, with technical engineers visiting sites on an annual basis.

Beyond these routine and scheduled activities, Qcom engineering resources are also available to support further client requirements as and when they arise, including technical swap outs, upgrades, and project work.

The Results

Qcom has created a bespoke technical services solution for this medtech manufacturer, supporting customers in the UK, Italy, France, Germany and Scandinavia.

By drawing on Qcom’s full-service technical capabilities, the client has been able to grow their business, focus their in-house technical capabilities on product development, and also achieve significant cost and service quality advantages.