Client:
Global leader in medical imaging systems with specialization in MRI and CT scanners.

Challenge:

The company was faced with increasing customer dissatisfaction for after-sales service and product usability, especially MRI Coils and CT detectors. Hospitals and imaging centers raised issues concerning prolonged downtime before and during servicing, while healthcare professionals wanted innovative AI-driven applications to simplify their imaging reads.

Objective:

Client engaged to conduct a comprehensive VoC assessment for improvement in after-sales service and technical support, enhancement in the usability of products and simplification of interfaces, and guiding future product innovations by customer feedback.

Approach:

 1. Internal and Customer Assessment:

The company started with stakeholder interviews and mapped the customer journey across three key segments: hospitals, and diagnostic centers. Problems to be addressed were responsiveness of service, complicated equipment maintenance, reducing the downtime, and user interfaces that were anything but efficient.

2. VoC Program:

Following a structured VoC program where feedback was available through surveys, interviews, and on-site visits, certain keen insights were depicted by the data analytics:

• Significant issues in services-78% of all imaging service providers complained of longer downtime.

• Usability issues-37% of radiologists were finding difficulties with the time required for each read using the existing interface.

• Strong demand for diagnostics features powered by AI.

3. Strategic Recommendations:

• Service: Remote diagnostics to decrease downtime, field support team, and 24/7 technical support.

• Loaner: Provision of loaner components to reduce the loss from the downtime

• Usability: User interface redesigns and deployment of focused training programs.

• AI Innovation: Develop AI-powered features to perform faster diagnostics, thus enabling predictive maintenance.

Results:

1. Service Efficiency: Service downtime reduced by 40%.
2. Product Usability: A 20% reduction in user errors had faster onboarding.
3. Customer Satisfaction: Improved NPS of +18% and a revenue increase of 10% within 12 months.
4. AI Integration: Roadmap to integrate AI-powered tools in the entire suite of offerings was designed and shared with all the relevant stakeholders which increased the confidence for the future road map.

Contact Us:
Akash Anand – Head of Business Development & Strategy
info@snsinsider.com
Phone: +1-415-230-0044