Mindray North America Customer Story

CORPORATE OVERVIEW

Mindray is one of the leading global providers of medical devices and solutions. They provide solutions in three core businesses: patient monitoring and life support, in-vitro diagnostics, and medical imaging systems. Their products and services can be found in healthcare facilities in over 190 countries and regions. In North America, Mindray is the third-largest player in the global patient monitoring market, as well as in the anesthesia systems market. In order to stay a key player, Mindray North America worked with ServiceMax to develop a field service solution that would fit their business model requirements.

CUSTOMER QUICK FACTS

Company:
Mindray North America

Industry:
Medical Device

Size:
5,001-10,000 employees

Headquarters:
Mahwah, New Jersey

Website:
www.mindraynorthamerica.com

“ServiceMax is a robust business tool that is user friendly and provides quick insight to not only our business needs, but also how we measure up to our standards.”

Diane Casini
Manager, Service Operations

Challenge

Pulling reports from their system is extremely important to Minday. “In our legacy system, you get the information, but you had to dig and dig,” explains Casini. The company wanted a software that could retrieve clean reports quickly, so they could save time and money.”

In the legacy system, it was also difficult for technicians to log details, which is critical in the medical device industry. Without these details, Mindray lacked visibility on products and service delivery, which resulted in lost inventory and revenue. They wanted to increase the number of people in the field, not grow admin, so the company knew they needed a system that would help achieve this goal.

Solution

When evaluating various field service options, Mindray searched for a solution that would fit their business model requirements. This included a system that could handle supporting warranties, service contracts, billable service, and a variety of other accommodations. ServiceMax fit this model perfectly, and Mindray was live within four months.

Technicians are now logging all information in ServiceMax, including customer, product, and inventory details. They’re also using the tool to manage work orders, contracts, parts ordered, and scheduling.

One of the key components of their solution is the reports and dashboards feature. “With ServiceMax, we run the reports, create a dashboard, create a view, and the information is on your screen within a minute,” shares Casini. Reports they are constantly monitoring include customer account history, activity of individual service rep, parts usage and inventory, service contract information, serial number and equipment history.

Results

Mindray has seen a major increase in productivity. With their new system, their field service team is completing 3,000 more work orders a month. This new productivity has led to an increase in service revenue growth.

With everything at their fingertips, Mindray’s technicians are entering and gathering information quickly from one system. They have a complete 360-degree view of their customers, their products, and the service provided. This new visibility has reduced the amount of lost and unaccountable inventory, as well as the amount of back office admin needed.

There’s also increased visibility into metrics. They can instantly pull crucial reports and confirm customer data. “A ton of information in a matter of minutes in any format I require,” Jack Mori, VP of Service, shares. “I can clearly state that ServiceMax meets our business needs and we are firing on all cylinders!”