CASE STUDY

Innovative Device Health Monitoring Saves Device Manufacturer $4M Annually

iLink Digital helped the leading device manufacturer to navigate the significant challenges in their customer service business unit (BU). Their reactive approach to device maintenance often requires multiple site visits to address a single issue, resulting in higher expenses, wasted resources, and customer frustration. We addressed the challenges by implementing end-to-end data analytics and Power BI solutions, enhancing operational efficiency, and achieving substantial business outcomes.

About Client

Our client is a leading global medical technology company, dedicated to advancing healthcare through pioneering solutions in diagnostics, image-guided therapy, cancer care, and healthcare IT.

Challenges

● Lack of comprehensive view of monitoring device performance in real-time, leading to time and cost wastage due to multiple visits to same sites.
● Requiring a paradigm shift from a reactive to a proactive approach in device health monitoring to reduce expenses on device maintenance.
● Difficulties in identifying performance outliers due to lack of KPI across the entire device fleet, leading to inefficiencies and inconsistencies.
● Lack of device data sharing between field support and R&D teams for further investigation.

Solutions

● Strategically implemented end-to-end data analytics and BI solutions collected data from over 2000 customer devices, providing a 360-degree view of device health and performance, eliminating the need for unnecessary site visits.
● Facilitated device monitoring dashboard, enabling 900 service engineers to perform proactive monitoring, investigation, and root cause analysis of device issues, ensuring device reliability and customer satisfaction.
● Developed and deployed KPIs for identifying performance outliers across the entire device fleet in terms of error tracking, throughput and maintenance, ensuring operational efficiency.
● Facilitated seamless data sharing between field support and R&D teams, enabling them to conduct effective investigations, and quicker resolutions to complex issues at the source.