|
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
Solution
- 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
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
