If you or a family member relies on an at-home medical device, whether an insulin pump, hearing device, or a CPAP machine, or any of the dozens of others, we know how incredibly convenient and in many cases, life saving these devices can be. However, we also know how challenging and scary it might be should something need to be fixed or adjusted. There are revolutionary advancements being made in this industry every day which is really quite exciting, but also means we have to keep up with the technology and make it as simple as possible for at-home use and support.
Key Insights from Field Service Medical 2022
TechSee team members recently attended the Field Service Medical event, which highlighted a lot of insightful and actionable takeaways, A few themes stood out specifically:
Field service teams in the life sciences space have been, and will continue to be deeply impacted by the Great Resignation and the Silver Tsunami. These challenges are heightened by the fact that most of these teams need extensive training and commonly require six months-two years of tenure before technicians can work on their own in the field. This means there needs to be an escalated focus on access to tools and processes that can train new employees more effectively, in less time, all while capturing the tribal knowledge of the retirement eligible technicians.
Growing Need for Self Service
In addition to challenges in new-hire onboarding , many organizations are simultaneously looking for ways to train their customers as well. Right to Repair laws are driving more BioMed teams to repair equipment on their own, and they need proper training. Some organizations are turning this into an opportunity to shift their field service departments from a cost center to a new profit center – charging customers for more thorough training and certification for repairing their equipment internally.
Outsourcing Customer Success Services
Many medical device OEMs are outsourcing their service to partners and third party service companies for some or all of their preventative maintenance and even break-fix services in some instances. The biggest focus being on quality control and improvement in CSAT scores. Some key OEMs are coming up with ways to creatively and efficiently maintain their standards while supporting their partners.
Overall, the industry is moving quickly to automate, standardize, and self-serve both employee onboarding and customer issue resolution. TechSee’s intelligent visual support platform, with customizable visual self-service workflows, is set up to support both scenarios and help MedTech companies enhance their internal and external user experiences visually.
We would love the opportunity to connect with you and learn more about your MedTech challenges and how TechSee’s technology can help support your visual automation needs.