Medical equipment supplier "Firm Galen" transferred customer support to the ITSM 365 platform

2023: Transition to ITSM 365

On July 20, 2023, Naumen announced that the Galen Firm had automated the management of a fleet of medical equipment on the client's side using ITSM 365 (part of the Naumen Group product line). More than 1,000 medical institutions receive operational service and methodological support in the system, as a result of which the percentage of equipment downtime was minimized.

Galen has implemented the ITSM 365 cloud system to automate customer support after it lost the ability to use a foreign Oracle solution. The transition to this platform took 2.5 months. The organization uses ITSM 365 to service applications for support of more than 2.5 thousand units of medical equipment. The system for July 2023 has 22 service teams, each of which processes requests for a certain type of equipment or manufacturer. The solution for performers provides roles that provide access to certain platform functionality. For example, engineers can accept the request and report on its implementation, coordinators can reassign those responsible and record the result of the work performed.

On the ITSM 365 platform, the company maintains a product catalog. Instrument cards contain serial numbers, technical characteristics, history of calls and incidents, scheduled maintenance and repairs. In a few clicks, you can find out when preventive measures were carried out and what problems arose. Thus, when planning maintenance, it is easier for the engineering team to determine the required amount of work. The platform is integrated with the 1C solution, making it possible to quickly exchange information about customers and medical equipment between systems.

Distributor customers receive support in single window mode: you can create a request for one of 22 services both in the equipment card and by calling the hotline.

The company uses the analytical capabilities of the platform to track the labor costs of fulfilling applications and indicators of the quality of client service. For example, the organization monitors the speed of the response of engineers to incidents, the time of elimination of failures, repeated visits, etc.

Thanks to ITSM 365, we have built the most efficient accounting and support of the entire fleet of serviced medical equipment. As a result, we managed to minimize the downtime of our clients' equipment, - said Evgeny Shitov, head of the service department of Firm Galen.

Thanks to the flexibility of our tool and the quick start method, the distributor of medical equipment was able to quickly migrate to ITSM 365. As a result, it was possible to minimize the negative impact of changing the digital solution on service processes, - said Anton Fedorov, Commercial Director of ITSM 365 (Naumen Group of Companies).