How GE Healthcare Improved CSAT Rates with Pipefy

Highlights

Pipefy has empowered our managers. Now, they can see exactly how teams and individuals are performing. And they can track the status of each support request and identify problems early.”Ilyana Nazirah Rozaini, Digitization Program Specialist.

GE Healthcare

GE Healthcare is a global leader in medical technology and digital solutions, driving productivity and improving outcomes for patients, providers, health systems and researchers around the world. 

With over 100 years of healthcare industry experience and around 50,000 employees globally, the company operates at the center of an ecosystem working toward precision health and digitizing healthcare.

Nowadays, GE Healthcare operates in more than 160 countries around the world.

Challenges

Our number one priority is customer satisfaction, so we need to reduce equipment downtime as much as possible.”

Lack of process control and visibility into channel partners

GE Healthcare provides medical equipment and services to clinicians around the world through its engineers and external channel partners. Requests for support can range from simple to complex. 

Ilyana Nazirah Rozaini, Digitization Program Specialist, explains:

“A field engineer might need to know which probe to use for a specific ultrasound machine. Or maybe the trackball on a machine is broken and needs to be fixed. We get all kinds of technical requests.”

When a piece of equipment is down—and it’s serviced by a GE Healthcare channel partner—the channel partner may reach out to GE Healthcare for help.  

“We would get requests through a wide variety of communication channels,” says Ilyana. “The channel partner might send a WhatsApp message to our GE country service engineer. Later, they might call us or email the entire ultrasound technical distribution list. It led to a lot of duplication and complexity in tracking support requests.” 

Capturing and managing these support requests was challenging, and the GE Healthcare team often spent hours searching for information.

“We’d have to go into every communication channel and search through emails and messages to get an issue resolved,” says Ilyana. We spent a lot of time managing submissions when we should have been focusing on resolving the issue.”

Further, GE Healthcare needed to ensure that channel partners were delivering the same level of support to their customers as those supported directly by GE.

“Our number one priority is customer satisfaction,” says Ilyana, “so we need to reduce equipment downtime as much as possible. Shortening response time from our country service engineers is an important part of achieving that goal.”  

But with GE Healthcare’s current customer support process, GE managers had little visibility into support requests. They didn’t know the number or status of requests—and who was responsible for each. 

With all of these challenges, GE Healthcare knew it needed to make a change. 

Solution

Pipefy is a blank canvas you can paint anyway you want. We liked having the flexibility to create the perfect process flow for our needs.”

Manage the customer support process on the Pipefy platform

GE Healthcare surveyed the market for solutions and quickly landed on Pipefy. 

“Pipefy is a blank canvas you can paint any way you want,” says Ilyana. “We liked having the flexibility to create the perfect process flow for our needs.”

Stanley Quan, Pipefy’s Enterprise Customer Success Manager, supported GE Healthcare throughout the implementation. He proved particularly adept at balancing stakeholder requirements. 

“Stanley and his team made the implementation and transition very smooth,” says Ilyana. “They helped us understand the implications of every decision we made and gave us the confidence to present them to our stakeholders.”

Stanley and his team worked with Ilyana and the ultrasound technical team to standardize GE Healthcare’s customer support process and get channel partners onboard. 

Next, the Pipefy team automated parts of the process. For example, they configured the platform to automatically assign support tickets to GE Healthcare country service engineers, depending on the type of support needed.

Assigning tickets automatically helps to ensure that support requests don’t get accidentally dropped,” says Ilyana. “Even when engineers are out of office for training or medical leave, their escalations are automatically assigned to someone else.” 

Pipefy’s mobile app was another important feature for channel partners. Channel partner engineers are on site with customers 90 percent of the time, and the app makes it easy to submit support requests while away from their desks. 

Results

Pipefy has empowered our managers. Now, they can see exactly how teams and individuals are performing. And they can track the status of each support request and identify problems early.”

33% faster support resolution

Thanks to Pipefy, support requests that come through GE Healthcare’s channel partners are resolved 33 percent faster than before. 

“With Pipefy, our technical customer support process is faster and has clearer rules,” says Ilyana. “The features on the platform make it all possible. We can simply look at the dashboard to see which support requests are going beyond our service-level agreements.”

Part of the faster resolution time can be attributed to automation. In fact, this process includes over 75 automation rules

Additionally, bottlenecks are avoided because the process is visible and closely monitored.  

Further, GE Healthcare managers are using the platform to monitor and coach GE country service engineers who liaise with the channel partners. 

“Pipefy has empowered our managers,” says Ilyana. “Now, they can see exactly how teams and individuals are performing. And they can track the status of each support request and identify problems early.”