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 tosuffer from a downtime due to technical glitches in the injectorworkflows
It was essential to reduce the dependence on the on-field technical support staff for handling problems that could be easily resolved by the radiologytechnicians
The client sought a platform enabling on-site technicians to independently resolve issues using videos and training, ultimately reducing downtimeand allowing them to serve the patients without anydeterrence
Solution
Ethosh developed a comprehensive cloud-based platform to enable the technical support staff with access to knowledgerepository
Scalable architecture ensured ability to use the platform for allproducts
Developed capabilities for offline access, providing uninterrupted access to crucial information to thetechnicians
Designed an intuitive and user-friendly interface, simplifying content search, navigation, and access to specificsections.
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-friendlyvideos
Efficient Troubleshooting: Our solution led to a remarkable 80% problem resolution rate on-site, enhancing troubleshooting and maintenanceprocedures
Data Insights: Offline capabilities increased the adoption and usability in network-restricted environments and data synchronization providedinsights to understand the problems the technicians faced and the way they were resolved