Medical Device Manufacturing

Medical device, Pharmaceutical and other Life Sciences companies perform critical functions throughout the healthcare continuum. Their development and sales of innovative products that improve the lives of patients relies on flawless communication and relationship building with healthcare providers (who prescribe products) and patients (who use these products).

This industry requires support centers that have refined processes, knowledgeable agents, and flawless systems to ensure every call is handled properly, courteously and expediently. It’s a set of deep responsibilities that cannot be entrusted to just any support center services provider.

Why Solugenix?

Solugenix is in the same business as you because we run service desk and support centers under our roof using our employees and IT professionals year round for global companies like Johnson & Johnson, and many others.

As a consequence, we understand your workforce pain points that can range from scheduling, training and retention to operational concerns such as metrics, customer satisfaction and beyond.

Optimization via Solugenix Center of Excellence (CoE)

The Solugenix Center of Excellence (CoE) deepens our partnership by analyzing your current state processes and applying customized solutions that deliver specific improvements. These improvements can include everything from workforce and management training to process improvements that are sustainable and adaptable for the long haul. We accomplish this via a dedicated “Center of Excellence” team focused on support center best practices using:

  • Predictive Analytics
  • Quality Assurance/Quality Control
  • Real-Time Reporting
  • Process Evaluation, Improvement & Development (CPI)
  • Training development & delivery
  • Work force optimization & succession planning
  • Proactive work load assignment & management
  • Transition of your staff to our team (if desired)
  • Monitoring & escalation processes

Types of Support

  • IT Service Desk
  • Tier 1 Technical Helpdesk
  • Tier 2 Desktop/Desk-side Support
  • Enterprise/Business Application Support Desk
  • Complex business system or proprietary application support
  • Product Support Desk
  • Technical, Clinical or other specialized product support
  • Sales, Service and Order support
  • Recall order management
  • Complaint and inquiry processing
  • Field Dispatch service coordination
  • Install coordination

Our Qualifications

For our financial and healthcare clients, we have successfully implemented solutions in compliance with different regulatory standards, including:

  • FDA
  • ISO
  • Internal Audits

Workforce (Outsourced or Insourced)

  • Workforce optimization & succession planning
  • Proactive work load assignment & management
  • Training development & delivery
  • Monitoring & escalation processes
  • Remote Support / Field Support
  • Option to transition existing staff to our team

The Solugenix Difference

Solugenix provides extensively-trained agents for the Technical and Clinical support centers in these highly regulated and critical industries. While your clinical and technical customer support needs can be simple or complex.

Locations & Support Options

  • Off-Site Service at Our Facility
  • On-Site at Your Facility
  • Off-Site/On-Site Combination (During Transition)

Our Mission

To develop a customized solution that:

  • Improves service availability and performance
  • Improves customer satisfaction and wait times
  • Decreases risk through strict adherence to regulatory guidelines and employment requirements
  • Improves field service engineer productivity
  • Exceeds SLAs
  • Strengthens your critical customer relationships for a stronger bottom line

Contact Channels

  • Telephone
  • Email
  • Web
  • Live Chat
  • Mobile

Your Next Steps

Solugenix Support Center Services can improve your service quality, alleviate regulatory concerns, and fortify your brand’s positive image. Let us help you create exceptional customer experiences that make you stand out from the competition.

To learn how Solugenix can help strengthen your healthcare organization as a long-term IT support center services provider, please give us a call today at 1-866-749-7658, or contact us online for more information.

Contact Us