Improving Customer Satisfaction Rates with IoT: A Case Study on GE Healthcare

GE Healthcare is a global leader in medical technology and digital solutions, with over 100 years of industry experience and around 50,000 employees globally. The company operates at the center of an ecosystem working toward precision health and digitizing healthcare, operating in more than 160 countries around the world. GE Healthcare provides medical equipment and services to clinicians worldwide through its engineers and external channel partners. The company's mission is to drive productivity and improve outcomes for patients, providers, health systems, and researchers around the world.

GE Healthcare, a global leader in medical technology and digital solutions, faced several challenges in managing support requests from its channel partners. The company provides medical equipment and services to clinicians worldwide, and when a piece of equipment is down, the channel partner may reach out to GE Healthcare for help. Capturing and managing these support requests was a complex task, often leading to hours spent searching for information. Additionally, GE Healthcare needed to ensure that channel partners were delivering the same level of support to their customers as those supported directly by GE. However, with their existing customer support process, GE managers had little visibility into support requests. They were unaware of the number or status of requests and who was responsible for each. This lack of process control and visibility into channel partners led to the realization that a change was necessary.

In response to these challenges, GE Healthcare turned to Pipefy, a platform that could manage their support process in a single place. Stanley Quan, Pipefy’s Enterprise Customer Success Manager, supported GE Healthcare throughout the implementation, balancing stakeholder requirements effectively. Stanley and his team worked with GE Healthcare's ultrasound technical team to standardize the customer support process and get channel partners onboard. The Pipefy team automated parts of the process, configuring the platform to automatically assign support tickets to GE Healthcare country service engineers, depending on the type of support needed. Pipefy’s mobile app was another crucial feature for channel partners. As channel partner engineers are on site with customers 90 percent of the time, the app made it easy to submit support requests while away from their desks.

• The implementation of Pipefy has led to significant operational improvements for GE Healthcare. The platform has streamlined the support request process, ensuring that requests are executed according to standards. This has resulted in a 33% faster support resolution, largely due to the automation of various parts of the process. The platform also provides visibility into the process, helping to avoid bottlenecks and ensuring that service level agreements (SLAs) are met for greater customer satisfaction. Furthermore, GE Healthcare managers are using the platform to monitor and coach GE country service engineers who liaise with the channel partners, enhancing the overall quality of service.

• Support requests that come through GE Healthcare’s channel partners are resolved 33 percent faster than before.

• The process includes over 75 automation rules, contributing to faster resolution times.

• The platform provides visibility into the process, helping to avoid bottlenecks.