DjangoMasters

Medical

Customer Service System

A tailored customer service system for service department of medical company based on two pillars: routine management of technical services provided to clients (issue tracking system) & cross-cutting mapping and monitoring of medical diagnostic devices installed on site (hardware asset management).

Key functionalities:

    • Issue collecting and ticket tracking
    • Distribution and assignment of issues to technicians
    • Workflow automation and workflow templates for most often cases
    • Time tracking and prioritizing
    • Reports from on site visits (technicians)
    • Statistical analysis and reporting (managers)
    • HAM repository (device info, localization, history of servicing, guarantee terms, etc.)
    • HAM mapping, searching and reporting (per client, localization, device, technician, etc.)
    • Technical documentation database
    • Internal communication channel
    • Web/mobile interface

    Complex customer service system resulted in unification and streamlining service processes as well as technicians’ work across diversified environments like hospitals, medical clinics, doctor’s offices, dental clinics and veterinary practices where medical diagnosic devices are installed and serviced.