Universal Medical Services selects browser based system for itself and customers!
Universal Medical Services, the largest independent medical equipment service organisation in the Pennsylvania, Ohio and West Virginia tri-state area, is currently installing Tesseract’s Service Centre browser-based service management system to achieve a sea change in the way in which its service activities are managed.
According to controller Rod Reeder, the Tesseract software will add a new dimension not only to the level of effectiveness and efficiency in the way in which service calls are handled both by the in-house service desk and its team of remote service technicians, “but the software’s reporting capabilities will also allow us and our customers to compile and present data that will certainly exceed the various regulatory inspection demands that users of these medical equipment ‘assets’ are required to meet”.
Specialising in X-ray and biomedical equipment sales and service, UMS’s step-by-step implementation of five seats of Service Centre went live as soon as all relevant customer data had been entered on to the system and 10 to 15 of its remote service technicians had been armed with laptops, for remote call receipt, reporting and call closure.
From now on, says Rod Reeder, the company plans to allow customers to use the browser-based functionality to access relevant areas of the Service Centre database, to enable them to gain real-time views of events. Rod Reeder explains that the switch to the Tesseract software was prompted by a huge hike in service activity, which has ballooned since the company added biomedical equipment to its portfolio of services.