How Quest Helps OEMs Achieve Their Revenue Goals
Original Equipment Manufacturers (OEMs) such as medical device manufacturers, often face logistical challenges when providing pre- and post- sales customer support for new products or technologies.
For example, an end-user has taken delivery of a new device or system, but how do they install and set it up correctly? Once installed, are they offered in-person or virtual training to operate the device safely and effectively?
Let’s discuss the problem and the solution, which ultimately demonstrates how Quest helps OEMs achieve their revenue goals.
The Problem
During the last calendar quarter of every year, it is widespread practice for dental, ophthalmological, and other medical offices to order and install new medical device technologies. This is done to help their practice by utilizing new cutting-edge technology in order to serve their patients better. Any delays by the OEM in installation or training for these new devices for the end-user customers can often delay timely payment for the OEMs.
For example; a new OEM manufacturing cutting edge large dental x-ray machines has 847 orders nationwide for dental offices; however, they only get paid once the device is installed and the end user at the dental office is trained on how to use it.
For OEMs, this is less than ideal. Why? Again, many OEMs can take an order but cannot always bill the end-user until installation and training have been completed.
If the end-user doesn’t have enough bandwidth to install and train in-house, this results in a backlog of revenue that can’t be booked for the OEM. Their cash flow gets disrupted because they’re unable to install the device and train the end-user to get paid. Additionally the end user is unable to use the new device and treat patients with this technology causing challenges for both parties.
Here’s where Quest comes in.
The Solution: Quest’s Field Technical and Clinical Training Solutions
While the OEM can send their internal field resources to customer sites to manage these tasks, this approach can impact the existing install base of customers requiring day to day maintenance related support on their systems.
Instead, Quest coordinates and conducts field installation and optional clinical training solutions designed to offer a delivery model that supplies the most cost-effective and customer service-focused experience for our clients while improving patient outcomes.
These field installation and clinical training solutions utilize Quest’s unique turnkey installation and clinical training program, which consists of our technical field service technicians and clinical application specialists (CAS).
These individuals are technical experts who obtain product and application certification from the OEM trainers. At Quest, we put field service technicians and CAS’s through a credentialing process specific to each vendor. Through this process, our field service technicians and CAS offers the ability to physically install and set up systems and train the OEM’s end-user personnel on-site.
Quest collaborates with each client to design and implement a customized solution tailored to that organization's needs. In many cases, this includes multiple stakeholders, both internal and external, who can receive help from these programs.
Remember, these are individuals who have worked in the field for years, yielding knowledge of your unique practice and terminology.
What Do Quest’s Field Installation and Clinical Training Programs Include?
Typical components of Quest’s field installation and clinical training program include:
With 40 years of medical device experience coupled with a global network of trained technicians, Quest has the workforce and ability to implement an effective clinical training initiative on a timeline that won’t leave your customers in the lurch.
From assembly to installation and end-user training, Quest has the people and procedures to manage the end-to-end process.
Read on to learn more about how Quest provides white glove service to customers.
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