Accelerating digital workflows
Siemens Healthineers generated revenues of €14.5 billion in 2019, up 5.8 per cent. Every day, five million patients globally benefit from its technologies and services. By all measures, the business can be seen as a success.
Yet success is no barrier to transformation. Siemens Healthineers is in the process of reimagining the way it supports, services, and sells to its global customer base. As healthcare goes digital, Siemens Healthineers is accelerating the promotion of digital workflows.
A world of always-on healthcare
As much as two thirds of the solutions of Siemens Healthineers is software based. Solutions are a lot more connected and complex. They require a different approach to sales and support.
More touchpoints mean more data. Siemens Healthineers wants to make sense of this data, creating digital workflows that work for its staff and customers.
“The market is undergoing a paradigm shift,” says Christian Hopf, SVP CRM, Customer Services at Siemens Healthineers. “Today, data is of the essence, connectivity is of the essence. We want to make the online interaction the first choice for customers.”
This doesn’t mean Siemens Healthineers is abandoning its human talent. It is recognition that digital transparency, and an always-connected approach, can make customer engagements ‘stickier’. Support can be more proactive and efficient.
Data when and where it’s needed
Siemens Healthineers established its Remote Service Center (RSC) function 15 years ago. The aim was to deliver, where possible, remote support to customers and coordinate face-to-face support when necessary.
It has been a remarkable success. Staff has grown from 40 to 1,200, managing an installed base of around 600,000 pieces of medical equipment. The team manages 120,000 service activities each month. It wants to do better.
“If you can improve by one minute each and every service instance, you can create massive time and resource savings,” says Jörg Modlmayr, SVP Customer Service RSC, Siemens Healthineers. “There is huge potential in automation and workflow management.”
The goal is to give every service employee access to the information they need, when they need it, from the location of a spare part, to a customer’s service history, to diagnostic walk-throughs. The platform should be mobile, and the experience should be as user-centric as the most popular consumer apps.
“One platform to unite our knowledge base, our service management, our product documentation, our contract information,” explains Modlmayr. “Everything you need in one place, at your fingertips, delivered in a context-sensitive way.”