Qcom provides this US healthcare technology giant with the nationwide technical services and support it needed for a new UK product launch.

At a Glance

  • Full-service technical support partnership for US medical technology manufacturer
  • Supporting the UK launch of a new product range
  • Distribution, installation, large-scale equipment rollouts and training
  • Aftermarket warranty management including on-site break-fix
Inventory and logisticsInventory and logistics
Field RepairsField Repairs
Warranty MangementWarranty Mangement

The Need

Our client is a worldwide leader in innovative healthcare technology products including medical carts and pharmacy automation solutions.

To support the launch of a new medical cart product range in the UK, the company needed a service partner to deliver reliable nationwide technical services and warranty support.

The Challenge

The service solution needed to be flexible and responsive to meet emergent demand for this new product line.

A full technical support team would need to be trained across the new product range. This would be required not only to ensure truly nationwide support coverage, but also the capacity to scale up for large equipment rollouts.

As well as break-fix repairs, the service would need to include on-site installation, distribution and rollouts.

The Solution

Qcom has established a comprehensive outsourced technical service and support partnership with the client.

Equipment including medical carts is configured at our UK technical resource centre before being delivered and installed for NHS Trusts around the UK. Hospital staff our fully trained by our engineers.

Qcom provides full UK warranty management, including on-site field repairs on a next-day fix basis.

We also support the manufacturer’s UK sales processes by providing demonstration support at key open days and exhibitions.

The Results

Our client is able to provide a high level of service to the UK customer base without the need to recruit and train its own engineering and support teams.

Qcom manages all UK service processes and delivery for the company, saving it time and money at the same time as ensuring a superior level of technical service and warranty support.

Click to read more about technical service and support for the medical technology sector.

This manufacturer aims to differentiate itself as much by the quality of its service as by its best-in-class products. So it was important to them that they appointed a technical service provider with a real customer service philosophy, ensuring their own service ethos was replicated and their brand’s reputation was protected.

Rob Heritage
Qcom Operations Manager

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