A leading medical device manufacturer faced challenges in managing post-sales support and service requests from hospitals and clinics. Their CRM system lacked integration with field service teams, leading to delays in product maintenance, device recalls, and technical issue resolutions. Customer complaints and service requests were managed manually, causing inefficiencies

The company outsourced its CRM operations to a managed services provider, which implemented:

• Automated service request workflows to prioritize critical cases
• CRM-field service integration for real-time technician dispatching
• Predictive maintenance alerts using IoT-connected medical devices
• AI-powered chatbot support for faster resolution of common issues

• Reduced service request resolution time by 60%, improving hospital satisfaction
• Minimized device downtime by 40% with predictive maintenance alerts
• Enhanced customer support efficiency by 55% through AI-driven automation
• Achieved compliance with FDA and EU MDR regulations, reducing audit risks