Located in Oakland, NJ, Topcon Medical Systems, a part of Topcon America Corporation, engineers, manufactures, distributes and supports diagnostic equipment for the ophthalmic industry. With a legacy of innovation since 1970, it has developed advanced technologies that are used by private doctors, clinics and hospitals across North and South America. Topcon provides service for roughly 8,000 unique locations with a product master containing just about 200,000 serialised items. If there’s ever a problem or question regarding an instrument out in the field, an initial call comes into the help desk staffed by about 30 engineers. If the issue can’t be resolved at first contact, one of 5 field engineers is dispatched to the location. Some repairs can be done onsite, but in some instances, the instrument may have to be shipped back to them for depot repair.
Making the move to digitise your field service operations is challenging for any business. Topcon knew that its service organisation had the potential to gain top line revenue, but it needed to elevate the level of support it provided to its customers and really anticipate their needs. “We were buried in paperwork, manual processes, and we were stuck with a legacy client server app,” said Mr. Yantsos. “We also had a hard time determining service entitlements so we were essentially giving away free service. ” Topcon determined that there must be a way to lower administrative costs, drive large efficiency gains and potentially increase service revenues and SLAs. “So as uncomfortable as it was for some to change, it was time for us to consider a fundamental shift in the way that we provide service,” said Yantsos.