Streamlining Medical Equipment Service Management

The Challenge

Founded in 1983, our client is a long-established and highly respected organisation in the medical device industry. As a leader in their field, they manage large-scale medical equipment service requests from hospitals and healthcare providers across multiple locations.

Previously, requests for device maintenance or repair were received through different channels and had to be entered manually into spreadsheets before being assigned to technicians. Quotes were prepared manually, and it was difficult to monitor where service projects were being carried out. This created delays, inefficiencies, and reduced visibility for management.

The TEB Solution

To simplify and modernise their operations, the company implemented TEB’s Service Request Automation. With TEB, all equipment service requests submitted through the client’s website are integrated directly into the system through custom forms. This instantly creates a medical device service request record and begins tracking its journey from initial submission to completion.

The workflow was configured and automated to suit their exact processes:

• A quote is automatically generated when a new equipment service request is submitted
• Pricing caps on units ensure consistency and compliance with customer agreements
• Managers can monitor the full journey of each request in real time, from creation to resolution

Enhanced Tracking and Visibility

In addition to streamlining requests, TEB enabled the business to track the exact locations of where device services were being carried out. Management could now see:

• Which hospitals and sites were receiving maintenance or repair services
• Which technicians were assigned to specific devices and requests
• The progress of service work in real time

This location-based insight gave the organisation better visibility into workloads, regional service demands, and opportunities to improve efficiency.

The Benefits

By adopting TEB, the medical device service provider achieved:

• Integrated request management system capturing service needs directly from their website
• Automated quotes and pricing controls saving time and reducing manual errors
• Customisable workflows aligned with their established processes
• Real-time visibility of service projects, technician activity, and site locations
• Improved management oversight, enabling faster and more informed decision-making

The Outcome

With TEB’s Service Request Automation, this long-standing organisation transformed how it manages and delivers medical device services. What was once a slow, manual process is now an efficient, automated system that provides clarity at every stage.

The result is faster response times, greater accuracy in service quotes, and clear oversight of where and how medical equipment is being maintained or repaired. Management now has confidence thatno request goes unseen, while healthcare providers benefit from quicker, more reliable support.

Get in touch and learn how you can simplify yourservice business today.

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