3 Ways to Overcome Today’s COVID-19 Service Challenges:
In the recent webinar, How bioMérieux´s IoT Solution is Helping Their Customers During the COVID-19 Crisis, Patrick Lethenet, VP, R&D System Development & IT Solutions at bioMérieux recently discussed the critical role that IoT remote services play for the company.
Explore bioMérieux’s major takeaways on how medical device companies can leverage an IoT-enabled remote condition monitoring service strategy to capture, monitor, and analyze real-time global data to enhance their customer support models throughout the COVID-19 crisis and beyond.
"Collecting technical data from our key instruments on daily basis enables proactive maintenance and avoids downtime, allowing us to maintain 24/7 operations in the laboratories. Proactive maintenance is a capability that we are developing for some of our key systems. It provides our customer service [team] with information on a system “calibration drift” before the customers face an issue.
From collecting all the detailed data on a daily basis, we can analyze if we need to operate a recalibration of the system . . . and alert our field service organization to call the customer and plan a remote maintenance operation to correct the calibration. This is happening today on some keys systems where we are operating the calibration systems up-front and it avoids downtime of those systems. It is a key use case that we are developing as a service for our customers.”
For bioMérieux, a leading innovator of in-vitro diagnostics solutions, the ability to adapt to the “new normal” of the global pandemic was mission-critical. With thousands of laboratories and hospitals across the world relying on the company for COVID-19 tests, bioMérieux’s customers counted on reliable service and support more than ever.
Proactively avoiding downtime for vital testing equipment
Analyzing, diagnosing, and repairing issues remotely
Managing inventory and supply chain to meet surges in demand
"We also have the capability to provide value-added services, including vendor management inventory and the real-time [monitoring] of the consumption of reagents, in order to better manage our supply chain and the stock of our customers.
This was a specific use case we used during the COVID-19 crisis. Collecting [data] on reagents consumptions on key systems allowed our supply chain to best answer customer demand during a period where the forecast and demand were a big variable due to the circumstances. It was also a big help to our supply chain organization, as well as our customers, that we optimized our stock inventory and manufacturing operations to better answer customer demand.”
Want to learn more about implementing an IoT solution for your business’s remote service offering? Learn how you can develop a solid IoT strategy and transform your service model to address both today’s challenges and future unknowns.
VP, R&D System Development & IT Solutions, bioMérieux
"Using our remote maintenance dashboard, we have a global view of our equipment worldwide with their current statuses. We can drill down to the customer view to see all systems located at the customer site and flags indicating the level of connectivity, potential errors, or audit log reports. [Our IoT solution] is capturing key technical data that can be used for remote assistance and support in real-time. When the customer calls, all the information is readily available so the field service engineer can quickly solve the problem—even at a distance.
Coming back to the COVID-19 situation, I want to share how instrumental our IoT solution has been for our company and customers throughout the periods of lockdown. Due to the crisis, we had to significantly restrict our customer visits to only critical maintenance and support issues that needed to be operated on-site. During this time though, we have had a 40% increase in the usage of our IoT solution for its online assistance capabilities.”
Service Innovation with IoT
* quotes have been minorly edited for clarity and conciseness
Lessons Learned by bioMérieux