In order to meet patient safety and HIPAA requirements, Medivators spent a large amount of time on manual paperwork. “The documentation is very important,” says Amos Schneller, the company’s vice president of global service and technical support, “We used to have to wait for the hand written, signed documents to be mailed, and we couldn’t invoice or begin warranties until that happened.”
Customer data from site visits was also tracked manually, which gave a limited amount of visibility to sales. Because of this, there was no real value to report about service visits and the company was missing out on various opportunities.
The paper-based processes caused long delays in everything from follow-ups, to billing, to visibility into their customer base. Medivators knew it was time for a change.