Cloud platform to improve on-site problem resolution for technicians

Helped a global health-tech company to build a platform that allowed easy and on-time resolution of machine problems reducing downtime and the inconvenience caused to patients.

Business problem

  • A global radiology leader which manufactured scan injector devices for MR and CT imaging wanted to ensure that their customers did not have to suffer from a downtime due to technical glitches in the injector workflows
  • It was essential to reduce the dependence on the on-field technical support staff for handling problems that could be easily resolved by the radiology technicians
  • The client sought a platform enabling on-site technicians to independently resolve issues using videos and training, ultimately reducing downtime and allowing them to serve the patients without any deterrence



  • Ethosh developed a comprehensive cloud-based platform to enable the technical support staff with access to knowledge repository
  • Scalable architecture ensured ability to use the platform for all products 
  • Developed capabilities for offline access, providing uninterrupted access to crucial information to the technicians
  • Designed an intuitive and user-friendly interface, simplifying content search, navigation, and access to specific sections.
  • Enabled technicians to easily store and retrieve the data they needed for their tasks, enhancing productivity and efficiency


Bayer case study photo

Value delivered

    • Immediate support to radiology technicians for on-site issues, reducing machine downtimes, and achieving quick resolutions through user-friendly videos
    • Efficient Troubleshooting: Our solution led to a remarkable 80% problem resolution rate on-site, enhancing troubleshooting and maintenance procedures
    • Data Insights:  Offline capabilities increased the adoption and usability in network-restricted environments and data synchronization provided insights to understand the problems the technicians faced and the way they were resolved


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