Download - Customer Centricity & Healthcare SW Support
Customer Centricity &Healthcare SW Support
Chris La FrattaDirector of SW Service, Elekta
Agenda
• Background
• Elekta
• Customer centricity & SW Support
• Challenge
Background – Chris La Fratta
• Innovative business leader with a genuine passion for mentoring aspiring leaders and developing high-performing teams
• 15 years of driving breakthrough improvements healthcare for companies such as Hewlett Packard, Agilent and Philips
• Director of Software Service for Elekta
• Specialties include strategy, remote service and process improvement
• Education– BA, University of Massachusetts (Boston, MA)– MBA, Bentley University (Waltham, MA)
Elekta – Company Overview
• Elekta is a human care company pioneering solutions for treating cancer and brain disorders
• Headquarters in Stockholm, Sweden
• Offices in about 40 countries
• Approximately 3,500 employees worldwide
• Net sales* SEK 10,339 M
• Operating result* SEK 2,058 M
• Listed on the Nasdaq OMX Nordic Exchange since 1994
* Fiscal year 2012/13
Customer Centricity
SW Support – Our Customers
SW Support – Our Vision
Incoming calls Cases handling Issue resolution Escalations Customer loyalty
To be your partner of choicethrough quick & effective issue resolution
SW Support – What We Do
• Access to our technical and clinical expertise provides you with comprehensive knowledge to help expedite answers to your questions and resolution of your issues
• Call handling statistics– 5,000 calls answered per month– 70% of calls resolved same day– 99% remote resolution rate– Industry leading customer satisfaction
(MD Buyline and KLAS)
SW Support - Speed
Increase service response speed Increase issue resolution speed
SW Support – Expertise
• Diverse, high performing team of technical and clinical experts averaging of 10 years experience
• Technical staff with experience in Healthcare IT, Networking, Citrix and ASP/hosted solutions
• Clinical staff are former and current Radiation Therapists, Dosimetrists, Physicists and Registrars
• Dedicated and committed to be your partner of choice
Challenge - How Do We Get Better?
• Know our customers better
• Anticipate and proactively meet their needs
• Foster long term relationships
• Evolve into a total solutions provider