Medical & Imaging Equipment Services
A national provider of refurbished dental and medical imaging equipment required a scalable solution for managing installation, onsite repairs, and ongoing maintenance across various clinics and healthcare facilities. Their technicians traveled regionally to diagnose problems, install replacement equipment, and handle warranty repairs. However, inconsistent diagnostic procedures and limited pre-visit information resulted in repeated visits, increased service expenses, and customer dissatisfaction.
Challenges
The organization encountered increasing complexity due to rising demand for both refurbished equipment and ongoing support service:
- Inaccurate or incomplete pre-visit diagnostics often lead to technicians coming with the wrong parts or not enough context.
- High service costs due to repeated visits when the initial visit couldn't resolve the issue.
- Manual work order handling leads to delays and inconsistent documentation among technicians.
- Disjointed processes for scheduling, parts planning, and capturing onsite data.
- Limited insight into the history and status of equipment at each customer location.
- No standardized field technician process, leading to variation in the quality and completeness of service visits.
To scale effectively and maintain their reputation for dependable, high-quality refurbished equipment, the company required a modern, consistent Field Service operation built on Salesforce.
Solution
Bolt Today implemented a unified Field Service framework that connects equipment data, technician processes, and customer communication into a single operational system model.
Key elements included:
- Configuration of end-to-end Field Service processes, such as work orders, service appointments, and dispatching.
- Service workflows centered on equipment, ensuring each request was connected to the specific imaging device installed at the customer's location.
- Setup of the Mobile Field Service app allows technicians to record diagnostics, take photos, validate tasks, and update asset information during onsite visits.
- Visibility of parts and materials aids technicians in bringing the correct components, minimizing the need for repeat visits.
- Standardized technician process workflows to enhance consistency in diagnostics and repairs.
- Integrated scheduling and routing streamline operations, cutting travel time and boosting service efficiency capacity.
This provides a streamlined, technician-friendly service experience consistent with the realities of medical equipment support.
Results
The organization achieved measurable improvements across the service lifecycle:
- Higher first-time fix rates are supported by improved diagnostics and parts planning.
- Lowered service expenses due to fewer repeat visits and improved technician efficiency.
- Faster job completion thanks to standardized mobile workflows and improved access to equipment history.
- Enhanced customer satisfaction through more consistent service experiences and reduced disruptions to clinical operations.
- Unified overview of equipment performance and service records across all customer sites.
The company now has a more consistent and dependable Field Service model that enables growth without increasing operational costs burden.
Why Bolt Today
The provider teamed up with Bolt Today to establish structure, discipline, and clarity in equipment-focused service operations. Their main challenges included inconsistent diagnostics, restricted access to asset data, and technicians operating without standardized workflows. Bolt’s strategy prioritized fixing these basic issues before introducing additional layers of optimization automation.
We applied our Method of Operation to:
- Discovery & Alignment: Comprehend the process of acquiring, refurbishing, installing, and servicing equipment — including the diagnostic steps technicians take prior to onsite visits.
- Architecture & Data Foundation: Enhance equipment and asset data models to ensure field teams can reliably access historical data, configuration information, and part dependencies.
- Experience & Process Design: Involve creating straightforward, repeatable workflows for technicians and mobile platforms. This approach promotes consistency and helps minimize variability in service quality.
- Implementation & Automation: Set up Salesforce Field Service following best practices to minimize manual work and guarantee technicians have the correct information and materials when they arrive.
- Insights & Continuous Improvement: Offer transparency into asset performance trends, first-time fix rates, and service efficiency to support operational enhancements.
By concentrating on the technician workflow, diagnostic accuracy, and asset data, Bolt enabled the organization to minimize rework, decrease service costs, and provide a consistent, high-quality experience for healthcare customers.
