[This is the second in a two-part Case Study-based series of Blogs that describe how two different medical instrumentation and device companies, with two different sets of challenges and needs, found success through the use of outsourced, third-party field maintenance services. Part 1 is archived in this Blogsite.]
Case Study 2: Robotic Surgical Systems Company
In a similar scenario to the first Case Study, a leader in the fast-growing robotic surgical systems segment found itself facing a slightly different set of opportunities.
For a number of years, the Company had been servicing all of its own equipment in an increasingly geographically dispersed area, with client hospitals typically located primarily in the Northeastern U.S., Southern California and the Mid-West.
Before initiating its relationship with MMS Field Service 360, the Company had found itself regularly needing to fly its engineers directly to the customer site from various locations across the country. In many cases, if an installed system went down late in the day, some customers still wanted to receive an on-site visit the same day. However, that was generally impossible, as it would necessitate a field technician to book a flight at the last minute (i.e. at an inflated cost), and fly sometimes between three and four hours just to get to the city where the system was located.
The Company knew it had to consider making some changes (i.e., moving away from servicing all of its customers’ installed systems itself). The primary driver for considering a third-party services organization was that it would be expected to eliminate the need for the Company to have to hire and deploy its field technicians locally, or have to resort to using groups of sub-contractors – something that it did not want to do.
Once the Company signed its agreement with MMS Field Service 360, its newly “acquired” field technicians were fully trained and given Company logo shirts to wear for their customer site visits. As such, most customers either did not know – or did not care – that they were not actually Company W-2 employees. In the words of one satisfied customer, when the MMS Field Service 360 technicians show up, they’re just “another one of the qualified field techs that service our systems”.
The Company is “very pleased with the way things have turned out with MMS Field Service 360.” Its customer satisfaction ratings have gone up significantly, mainly due to better response time – that is, in most cases, going from next day to same day on-site support.
From a customer perspective, the majority of the Company’s customers now know their field technicians by name, and have since developed a “good personal relationship with each of them.” In addition, costs have gone down considerably as a result of the improvement in logistics – that is, no more last-minute flight bookings, hotel reservations and dollars spent for travel and related costs. As a result, according to the Company’s services management, “We’re saving big time!”
Overall, the relationships built between a third-party services organization like MMS Field Service 360 and its customers provide substantial benefits by allowing them to deploy their most qualified and seasoned technicians in support of larger and more complicated installations, while leaving the MMS Field Service 360 technicians to focus primarily on their core services such as PMs and the smaller- to medium-sized installations.
Overall, the Company believes that the joint MMS Field Service 360 field technician teams are “working better than we could have thought, on both a technical and personal basis.”
In both case studies, who would have thought that the best way to build customer relationships would be to work together with a qualified third party services organization to provide total customer support? However, the only way in which this model can truly work is if both components of the field force work together in terms of “One Mission; One Team!”
For more information, or to receive a complimentary copy of the companion case study, please visit www.mmsfs360.com; or contact Paul Miller, Managing Director, MMS Field Service 360 at (631) 963-4282 or via e-mail at email@example.com.