The definition of “service excellence” is an ever-shifting thing.
Service excellence used to be defined by great technicians. Then you
needed great technicians who could also respond immediately. Now,
it’s not enough to have great technicians with fast response times—
your customers expect you to anticipate and prevent medical device
failures, avoiding a traditional service visit altogether.
New technology is making preventative maintenance the standard
expectation of savvy service customers. But industry mindsets haven’t
quite caught up—and misconceptions about preventative maintenance
technologies are a huge roadblock when reaching for that “service
At PTC, we work closely with medical device service professionals to help
propel them into today’s new level of service excellence—and raise the bar
for their competitors. In this eBook, we’ll explore the five most common
misconceptions we hear about remote monitoring for service and how to
keep these outdated assumptions from holding you back.
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