FUJIFILM Healthcare Europe Customer Story

CORPORATE OVERVIEW

FUJIFILM operates over 50 group companies and branches in Europe and is engaged in R&D, manufacturing, sales and service, with FUJIFILM Europe GmbH, located in Düsseldorf, Germany. The company operates as the strategic headquarters for the region. Throughout Europe, FUJIFILM entities serve a range of industries including medical technology, biopharmaceuticals, electronic materials, industrial products, chemicals, graphic systems, optical devices, data storage and all aspects of photography. Over the last 20 years, the company has intensively focused on healthcare – from diagnosis to prevention and treatment. On March 31 2021, FUJIFILM Healthcare Europe, then known as Hitachi Medical Systems Europe became part of the FUJIFILM group. FUJIFILM Healthcare Europe is a first-choice supplier of open and powerful high-field MRI systems, multi-slice CT systems as well as medical ultrasound devices in all kinds of clinical applications. Together with FUJIFILM Medical Systems Europe, FUJIFILM Healthcare Europe is working side by side, acting as a one-stop medical imaging partner that creates new value and contributes to the development of medical care.

CUSTOMER QUICK FACTS

Company:
FUJIFILM Healthcare Europe

Industry:
Life Science & Medical Equipment

Headquarters:
Steinhausen, Zug, Switzerland

Website:
https://hce.fujifilm.com

Challenge

FUJIFILM Healthcare Europe’s vision is to become a leading healthcare company with an excellent customer experience and innovative solutions. As the pandemic unfolded, the company had to completely rethink their service model.

The goal was to harmonize and simplify service processes to offer a better customer experience and move from product focused services to an outcome-based model.

“We are a passionate team going the extra mile for our customers so that they can relax and rely on the highest level of care. We take care of them with a service team that is bringing services and support to the next level with a committed European team and ServiceMax as the right partner on our side,” Jean-Luc Budillon, President and COO - FUJIFILM Healthcare Europe, shares.

Solution

FUJIFILM Healthcare Europe’s aim is to improve service care by providing customer solutions that are individual and personalised. “ServiceMax allows us to focus on our customers by providing an excellent digitalized service care experience. We are using the platform to harmonize our whole field service operations across Europe,” Robbert Merkus, Head of Services Europe - FUJIFILM Healthcare Europe, says.

For FUJIFILM Healthcare Europe, supporting technicians in the field and developing relationships with customers is key. This was especially critical during the pandemic, when relationships and personal interactions were very limited. “Since our values translate into placing our customers and employees at the forefront of everything we do, we are delighted to have partnered with ServiceMax,” Mario Poli, Sales Country Leader - FUJIFILM Healthcare Italia, says.

Results

Since implementing ServiceMax, FUJIFILM Healthcare Europe has seen a positive improvement in their service operations across Europe. The entire process has been completely digitalized, enabling better support to the team in the field and creating more value for the customers with complete visibility into the installed base products and services contracts.

In the field, technicians now have all the information they need at their fingertips and debrief functionality allows them to close the work order at the customer site, providing a superior customer experience.

The service management team is now able to plan and optimize resource and parts availability to provide faster and more proactive support. And with real-time dashboards, teams have full visibility into all key performance indicators such as first-time fix rate and mean time to repair.