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MedVantage™: Scale with Cloud-Enabled Complaints, Service and Sales Management for the Medical Device Industry

Cognizant H Cognizant MedVantage TM A Cloud-based, Mobile-enabled Integrated Complaints, Service & es Solution for edical Devices The medical devices and consumer health industries balance between highly regulated and rapidly innovating environments. Navigating the often conflicting mandates of both requires an effective customer and stakeholder relationship management system that creates a "closed-loop" system for sales, service and complaint handling. Medical device recalls have nearly doubled in recent years' 1,190 recalls in 2012 604 97% recalls in 2003 total increase in recalls '10 '11 2012 '03 '04 '05 '06 '07 '08 '09 Common recall reasons 714% • Device design • Software • Non-conforming material • Component issues increase in Class I recalls product defects that pose risk of serious health consequences/death Why the drastic increase in Class I recalls? • Increased industry efforts to improve device performance historically associated with high number of problems (ventilators, infusion pumps, external defibrillators) • Greater awareness among device makers of performance and safety issues Recent trends in Service Management: 70% of companies reported profit margins for service is as high or higher than that of product sales? 56% of organizations believe that service sales are still relatively untapped and offer a vital opportunity for growth3 60% of organizations foresee service and support to be the top source of competitive differentiation in 3 years 47% of companies indicate collaboration between service and sales is a key area of focus5 Introducing MedVantage: A Mobile-enabled Cloud Solution Integrated complaint, service and sales management SaaS solution, built on Salesforce Cloud Pre-built cloud Validated; 21 As-a-service platforms CFR Part 11, delivery model Annex 11 and GXP compliant Complaints: • Complaints management • Regulatory reporting • Investigation & CAPA • Supplier corrective action requests (SCAR) Interfaces: • Customer • Product • Inventory Pricing Sales Order • ICM Billing . САРА • CTI • Contract Services: • Warranties • Return, replace & repair • Field services Multi-Channel Interaction Vendor communities ........... User Netwworks: • Sales • Product specialists • Quality assurance • Service desk • Regulatory affairs • Partners & customers Business Analytics Sales: • Customer management • Sales & surgical calls Sales management The Cognizant MedVantage Advantage Enhanced customer experience Efficient recording and tracking of sales, product complaints and repair requests Efficient com manag nt processes Track complaints from the date of awareness until closure by connecting all stakeholders in customer support Generate new revenue streams Up-sell premium support offerings, equipment leases, warranty purchases, renewal upgrades Improved regulatory compliance Adhere to regulatory guidelines with well-defined standard operating procedures Increase service efficiency & effectiveness Assign the right job to the right person through Field Service Engineer Dispatch Console To learn more, watch our video: http://cogniz.at/medvantageexperience, read how MedVantage improves Lumenis' customer service efforts: http://cogniz.at/LumenisDeploysMedVantage, and visit http://cogniz.at/ medvantage KEEP CHALLENGINGM Source: FDA Medical Devices Recall Report, 2014 2 Source: http://fieldserviceblog.com/2014/10/21/new-infographic-flying-high-with-field-technician-roi/ 3 http://www.mycustomer.com/sites/default/files/SAP-FS_CS_Infographic_PAN_8.jpg 4 http://www.ptc.com/File%20Library/Solutions/By%20Enterprise%20Application/SLM/2014 Service_Outlook.pdf © Copyright 2015, Cognizant. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, with- out the express written permission from Cognizant. The information contained herein is subject to change without notice. All other trademarks mentioned herein are the property of their respective owners. Codex 1537

MedVantage™: Scale with Cloud-Enabled Complaints, Service and Sales Management for the Medical Device Industry

shared by cognizant on Sep 15
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The medical device and consumer health industries are under constant pressure to find ways to rapidly innovate their business while balancing the threats of global competition and strict regulatory en...

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