GE Healthcare resolves support tickets 33% faster with Pipefy

GE Healthcare provides medical equipment and services through in-house engineers and a global network of external partners. When a piece of equipment fails in the field, these partners need fast, technical answers, whether to identify the right probe for an ultrasound machine or to troubleshoot a hardware issue like a broken trackball. Before Pipefy, these requests came in simultaneously through multiple channels: individual WhatsApp messages, calls to engineers, emails to entire distribution lists. The result was duplication, rework, and a loss of traceability.

The GE Healthcare team spent hours digging through channels in search of fragmented information, when they should have been solving problems. There was no visibility into the volume of open requests, the status of each one, or who was responsible for execution. That inconsistency put the central goal of the operation at risk: reducing equipment downtime and ensuring that external partners delivered the same support standard GE Healthcare’s direct customers received.

GE Healthcare adopted Pipefy as a single platform to orchestrate its customer technical support process. No-code let the team design the exact workflow the operation needed, standardizing request intake, triage, and execution into a single journey visible to everyone involved: partners, engineers, and managers.

The team configured more than 90 automation rules to assign tickets to the right engineers based on the type of support requested, eliminating the risk of lost requests and ensuring automatic redistribution when engineers are in training or out of office. Pipefy’s mobile app fit the reality of partners who spend 90% of their time in the field with customers, making it possible to submit requests from anywhere. Real-time dashboards gave managers complete visibility into team performance, individual performance, and SLAs, turning operational data into the foundation for coaching and capacity planning.

The impact shows up directly in the customer experience. With requests resolved 33% faster than the previous baseline, GE Healthcare reduced downtime for medical equipment in the field, the central priority of the operation. More than 90 automation rules removed manual bottlenecks like triage, ticket assignment, and notifications, letting engineers focus on technical troubleshooting instead of ticket routing.

The structural shift was the consolidation of scattered channels into a single, traceable workflow. Today, managers track team and individual performance in real time, catch bottlenecks before they affect SLAs, and use objective data to drive coaching and training. The process no longer depends on the institutional memory of individual engineers. It is documented, measurable, and built to scale with the operation.

GE Healthcare is a global leader in medical technology and digital health solutions, working to increase productivity and improve clinical outcomes for patients, providers, health systems, and researchers. With approximately 50,000 employees and operations in more than 160 countries, the company brings clinical precision and technological innovation together in a single ecosystem.