Healthcare/field service management

Leading Medical Equipment Manufacturer

At a Glance

Customer
Leading Medical Equipment Manufacturer
Industry/Use case
Healthcare/Field Service Management
Background
Helps clinicians diagnose, treat and manage diseases using technologically advanced products and solutions.
The Challenge

Using custom-built SMS system which proved to be unreliable and complex

Needed a more powerful SMS platform that could be integrated into existing customer service response systems

The Solution
Integration of MessageMedia’s enterprise grade SMS software with detailed and dynamic reporting and sophisticated ‘heartbeat’ system which ensures fast delivery of critical messages.
The Outcome
Minimized downtime and disruption for customers, enhanced client’s workflow with improved deliverability, and critical messages are now delivered quickly and reliably.

Background

MessageMedia Improves Health of Call Center Communications for Leading Medical Equipment Manufacturer

Our client, one of the largest medical equipment manufacturers in the world, focuses on delivering advanced products and solutions to help clinicians diagnose, treat and manage diseases.

The company prides itself on combining clinical expertise with human insights to achieve better outcomes for millions of patients. To ensure that diagnostic, imaging and monitoring solutions are performing at full capacity, the company operates a centralized Customer Care Solutions Center.

The Customer Care Center is responsible for resolving service incidents either remotely or by dispatching one of nearly 2,000 field service engineers (FSEs) to expedite a prompt, effective resolution to the issue.

The Challenge

Providing a simpler, more reliable, powerful SMS platform

In order to minimize service disruption -- and meet strict SLA’s – the company relies on SMS text messaging to reach FSEs with urgent service-related communications.

After experimenting with other modes of communicating with FSEs, the company finally settled on SMS text messaging. Initially, the company developed a proprietary, “DIY” solution for its text messaging needs but quickly discovered that it was unreliable and overly complex.

They needed a more powerful SMS platform that could be fully integrated into their existing customer service response systems and ensure the fast delivery of patient-critical messages.

The Solution

Seamless integration of enterprise-grade software

MessageMedia met with key stakeholders of the Customer Care Center to gain a deeper understanding of the critical nature of the services provided for their customers, as well as the company’s business processes and proprietary and 3rd party systems. MessageMedia then oversaw the seamless integration of our enterprise-grade software into our client’s existing workflow.

With hundreds of thousands of text messages issued to its FSEs across the North and South America annually, our client needed a global enterprise-grade solution that would be highly scalable as well as dependable. The company selected MessageMedia as its SMS service provider primarily for our highly reliable infrastructure and industry-leading support.

MessageMedia’s SMS gateway is designed to provide full redundancy and handle high volumes of messages, ensuring that our client’s call center representatives can quickly and reliably reach FSEs via text. In addition, the real-time delivery reports available through MessageMedia’s platform can be used to confirm that the right messages are delivered to the right people at the right time.

Less than 1 minute with SMS, More than 1 hour without SMS

MessageMedia’s SMS gateway is designed to provide full redundancy and handle high volumes of messages, ensuring that our client’s call center representatives can quickly and reliably reach FSEs via text. In addition, the real-time delivery reports available through MessageMedia’s platform can be used to confirm that the right messages are delivered to the right people at the right time.

The Outcome

Critical messages delivered quickly and reliably

Due to MessageMedia’s robust infrastructure, our client can now quickly and reliably alert its FSEs to service issues and minimize downtime and disruption for its customers. Over time, MessageMedia has continued to work with the client to ensure the fastest, most reliable messaging experience possible.

Based on close collaboration with Customer Care Center staff, MessageMedia developed platform improvements specifically designed to enhance our client’s workflow. One of these improvements was an industry first and significantly improved the deliverability of the company’s messages while eliminating manual work for Customer Care Center staff. Daily, custom reports from MessageMedia’s support team provide Customer Care Center management peace of mind, so that they can focus on serving their customers.

Our client’s customers rely on its products and solutions to help them deliver a quality patient experience. When a system is down, a patient’s life could be on the line, so it is critical that our client is able to respond immediately with the right solution. The addition of MessageMedia’s powerful SMS services has enabled our client to focus on its core business while ensuring that its SMS communications are handled quickly and reliably.

“Our partnership with MessageMedia is essential to helping us maintain the dependability and trust that our business requires. Since MessageMedia took the time to listen to us and understand our business, they have been proactive in creating custom reports and delivering value-added services that have optimized our systems. The dedication of the MessageMedia team in maintaining our business continuity is what sets them apart from other vendors.”

Customer Care Center Manager

About MessageMedia

Established in 2000, MessageMedia is a global leader in business SMS messaging solutions with offices in USA, UK, Australia and New Zealand. The company provides a 100% uptime guarantee for the 15,000+ business and government customers that depend on the company’s service reliability and quality support.

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