How Quest Provides White Glove Service to Customers
Focusing on customer success is at the forefront of our processes here at Quest International.
Our white-glove service elevates the experiences our Original Equipment Manufacturers (OEM) give to their customers. Read our client success story below which provides insight into how our team transforms the OEM user experience to improve customer satisfaction and reduce operating costs.
Who is the Client?
The client is a major medical device manufacturer that offers fully virtualized, Vendor-Neutral Archive (VNA) image content management solutions and strives to provide its customers with the broadest selection of equipment options.
After the implementation of the Affordable Care Act (ACA), the device manufacturer’s customers began actively looking for new ways to optimize their budgets.
What Was Their Goal?
Quest’s client wanted to improve productivity and manage operational efficiency, maximizing their capital equipment investments by lengthening their current replacement cycle.
Client Challenges
To stay relevant and ahead of new regulations, our customer needed to overcome three challenges:
Service repair solutions for manufactured products should happen swiftly and efficiently. This major medical device manufacturer required an outsourced partner that could provide on-site IT hardware support and manage a depot test and repair program for field returned parts for their medical devices.
The device manufacturer's first challenge was efficiently servicing their customers’ Dell IT hardware for their Picture Archiving & Communication System (PACS) after the warranty ended.
“Customers are hanging on to their assets for 2 to 3 years longer than they used to – often to beyond their end-of-life period,” said the Vice President of Service and Support Operations. “At the same time, most equipment suppliers typically only offer five-year support contracts. We needed a way to meet our service-level agreements after those contracts expire.”
The second challenge was the increased need for repair services. The device manufacturer experienced difficulty in the following areas:
The company found it increasingly challenging to provide flexibility while supporting an extensive array of diagnostic imaging equipment.
Market contractions caused more customers to delay upgrades and replacements beyond the manufacturers’ service coverage periods. The challenge in maintaining lean parts inventory and supply chain sourcing added to a sharp increase in operating expenses, resulting in increased demand for repairs and services.
As we understood the developing market and increased demands the company faced, we developed a strategy to meet and exceed expectations providing best-in-class service for the device manufacturer.
Our Solution
Quest identified the pressing company-wide challenges and implemented actionable solutions to alleviate bottlenecking demands through our partnership together.
IT Managed Services – 3rd Party Onsite Hardware Support
First, we implemented on-site hardware support to provide IT service and repair expertise that increased the longevity of their customers’ capital equipment after Dell’s warranty support had expired.
By offering Quest’s global IT services coverage and dedication to quality and expertise in healthcare IT infrastructure, Quest became a seamless extension to the client’s service and support operations.
Their end goal was to produce a more scalable, flexible solution while ensuring proper compliance requirements. To do so, the medical manufacturer evaluated both internal operational resources and infrastructure expansion versus leveraging external partnerships.
OEM Services – Depot Solutions
The optimal course of action was to outsource targeted operations from their current repair facility to Quest, consisting of:
These white-labeled solutions were transparent to the end customer throughout the process because Quest values open, consistent communication with all parties. Since onboarding with Quest only took a few weeks, the experience for their customers was smooth. Moving these operations to an outsource partner produced better results and made more sense for the business.
Additionally, Quest exceeded expectations by identifying and evaluating the client’s ten most expensive parts. We analyzed the highest cost factor and began evaluating methods to reduce cost, simply by testing and repairing rather than replacing them.
This evaluation reduced the requirement to purchase new parts and kept less inventory in stock, given Quest’s efficient repair service turnaround time.
The Results
The results speak for themselves. By extending the product life of its customers’ IT hardware and investments, the device manufacturer increased its level of service and satisfaction for its customers. Simultaneously, they created positive:
The device manufacturer can now support its customers’ capital equipment needs long past the expiration of manufacturer support contracts, and can now service their own devices more efficiently. We found an innovative approach to meet the needs of the customer.
Quest’s 3rd party hardware services supported their IT install base to enable the device manufacturer to reduce costs and streamline service.
Quest was able to support its customers’ Dell IT environment more efficiently by supporting extended warranty items at a quarter of the cost from Dell. This allowed them to continue to support customer environments with legacy infrastructure while improving service and reducing cost.
Quest continues to help optimize the customer’s parts repair performance on their medical devices. The company’s overall parts replacement spends decreased significantly with the ability to test and repair defective parts and return them into inventory for re-use—a significant contributor to bottom-line improvements.
“Quest has allowed us to centralize hardware support resources and focus on our core competencies of sales, service, and after-sales system support,” the VP said. “We continue to look for new ways to expand our relationship and take advantage of the company’s services in ways that can help us contain costs and bring additional value to the table for our customers.”
Quest’s IT hardware support, in addition to our device repair service offerings, proved to be a solution for the manufacturer’s unique challenge, resulting in increased customer satisfaction for their end-users, and reduced overhead from repair costs for themselves.
This example is one of many customer success stories. At Quest, we pride ourselves on giving our customers white-glove service that’s dependable and exceeds their expectations. Partnering with us gives manufacturers the resources to scale and improve how they want. Read more of our customer success stories by clicking the link here.
MAR-893 REV 1.0
