Qcom has designed and deployed a fully outsourced technical services package for this medtech company, supporting an innovative RFID and automated tracking technology which helps care homes track residents’ vital hydration levels.

At a Glance

  • Fully outsourced technical services package for medtech enterprise.
  • Bespoke end-to-end support solution designed to meet the requirements of a unique new RFID and automated tracking technology.
  • From pre-sales and installation to full aftermarket service support.
  • Scalable and flexible to meet rapid market growth potential.
Inventory & LogisticsInventory & Logistics
Site SurveySite Survey
Workshop RepairsWorkshop Repairs
Help Desk & Customer Support Help Desk & Customer Support
Warranty ManagementWarranty Management
Field RepairsField Repairs

The Need

Our client is an innovative medtech company using proprietary RFID and automated tracking technology to tackle the critical issue of hydration in care and medical environments.

By outsourcing installation, support and other technical service requirements, the company sought to maintain its focus on technology development and innovation, at the same time as ensuring a consistently outstanding user experience for its growing customer base.

The Challenge

This innovative and unique new technology required an entirely bespoke technical services solution, capable of supporting the company from early product roll-outs through to a rapid scaling of its customer base.

With the company looking to outsource its complete technical services delivery, the delivery partner would be need to be capable of providing a truly end-to-end solution from pre-sales support to installation and all after-market services.

The Solution

Qcom has designed and delivered a comprehensive white-label technical services package to support this company and its customers throughout the UK mainland.

All stock and logistics are handled from our UK distribution centre, supporting both the commissioning and service support.

With full training to manufacturer standard, Qcom engineers carry out initial site surveys ahead of each deployment, confirming the appropriate technology installation for each customer site.

Gateway devices and accompanying technologies are configured at our Technical Resource Centre before being dispatched to the customer site for installation and commissioning by our engineers.

The technology is then fully supported through a dedicated technical helpdesk line, providing both a level 1 and (escalated) level 2 response. Where problems cannot be resolved over the phone, Qcom’s nationwide field engineering teams provide an on-site break-fix response. WEEE end-of-life disposal is provided where required.

The service includes complete project management at every stage, and comprehensive reporting to allow the client to track key service and support metrics.

The Results

With a comprehensive technical services package now in place, this client has been able to quickly and confidently launch an innovative medical technology solution which directly addresses a significant and longstanding problem for the care sector.

By outsourcing this requirement to Qcom, the client knows that everything from pre-sales technical assessments to aftermarket support is being delivered to the highest standard by specialists in every role.

Because Qcom’s outsourced services are highly flexible and scalable, the client is able to focus on technology development and market growth in the knowledge that it has the engineering resources to handle demand not just today and tomorrow but well into the future.

Qcom’s ability to quickly design, deploy and then scale up a comprehensive technical services package has been vital in helping this client launch an important new technology solution to the perennial problem of hydration in care homes and similar environments.

John Berry
Qcom Director

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