We’ve been in the medical imaging equipment service industry for a while, and we’ve seen what works in a service contract- along with a fair amount of what doesn’t. To make sure you don’t end up with the latter, we want to share seven things we think you'll have when you choose to purchase coverage from a quality provider. Be sure to look for them when you begin vetting your prospects.
This one almost goes without saying. If you're shopping for service outside of the OEM, any provider that deserves your business should be able to save you significant dollars over OEM prices. Of course, this isn't to say that you should race to the bottom either. The rest of the factors on this list might preclude a contract from being the cheapest, but they make up for it by adding great value to your service experience.
Quality Replacement Parts Inventory
Great service is all about minimizing equipment downtime. Providers who have a solid in-house inventory of replacement parts are able to achieve this to a much greater degree. There's nothing that can can decrease turnaround time on a repair quite like a qualified engineer arriving on site with the right parts already in hand.
Reputation and References
You can begin to develop a sense of a provider's reputation with just a couple of strategic Google searches. We do, however, recommend that you contact them and ask for references. Note how readily the provider was able to send the references to you, in addition to how the references actually comment.
One-Stop Shop for All Your Service Needs/Multi-Modality Service
Managing your facility's equipment service is much less confusing when you can do it all through a single provider. There are service providers that do a great job specializing in a specific equipment type, but if your imaging department houses multiple modalities, you may find yourself juggling communication with several providers at a time. A reputable multi-modality provider can streamline things for you.
Working with a multi-modality provider can also save you money. Often, discounts are offered for facilities that sign on for coverage of multiple systems.
Experienced, Modality-Specific Engineers
This item works in tandem with the one just above. Look for a provider who not only covers all modalities, but also dispatches engineers that have specialization in them. Sure, there are common, surface level problems that a "Jack of all trades" might be able to handle across several modalities, but when more serious problems arise, you'll want someone with depth in a specific modality on the case.
Dedicated Customer Service Team with 24-Hour Call Center Access
Sometimes small service companies don't have a specifically designated service team. Sometimes a service team is one or two people whose schedules can easily become swamped. A provider with a dedicated team and the bandwidth that comes with a few more hands on deck is likely to have much faster response times when you have a problem. And, because service problems don't wait to happen between 9 and 5, M-F, a provider that offers 24-hour call access can be even quicker to respond.
If a provider is willing to put in writing what percentage of the year your system will be able to serve patients, and exactly how you will be compensated if they fall short, this is a good sign. It shows that a company is confident in their ability to serve consistently and has enough integrity to make things right when mistakes are made.
Of course, we wouldn’t bring these things up if we couldn’t say that we offer every one of them, and we won’t say that we’re the only provider who does, but we’d be honored if you’d consider working with us. We’re happy to put together a quote for your equipment. Use the button below to tell us what equipment you have and how we can help you with it.
Written by Chris Kinnas
Chris Kinnas is the Service Account Executive at Block Imaging. His goal is to see imaging facilities covered by the very best service for maximum equipment uptime. Outside of the office he is a husband, a father of 4, and an avid Chicago sports fan.