Award for Customer Care Program by Siemens Medical Solutions

Siemens Medical Solutions (Med) has received an award for its customer care solution “Life“, an interactive program for remaining in touch with the customer during the after-sales life of the product. Frost & Sullivan, a global growth consulting firm, honored Siemens with the “Award for Customer Care Leadership”.

Life is a central component of customer retention at Med. Through Life, customers are able to optimize their handling of the installed system and IT solutions, to increase their productivity, and to keep their technology at state-of-the-art levels. To this end, Med offers training within the framework of Life, as well as expert networks where customers can exchange experiences and have direct access to experts at Siemens. In addition, Life also comprises “Medical Solutions“ magazine, which represents an ongoing flow of information developed especially for the customer. All these elements form part of a wider framework of professional life-cycle management, which ensures timely updates and upgrades as well as continuous improvements in workflow management at the customer site.

This Frost & Sullivan award honors companies that are especially dedicated in their responsibilities toward the customer and in implementing short or long-term partnerships that benefit both sides. The jury was enthusiastic about the overall concept and the many different modules of the customer care program by Siemens Medical Solutions. “Rather than seeking a sale, Siemens seek a partnership with each modality or solutions purchase. Indeed, Siemens has positioned itself expertly in putting in place Life, a service that is receptive to customer feedback, and thus enables Siemens Medical Solutions to further fine-tune their services network. This has set about a virtuous circle, which will ensure that Life will continue to take their customers forward and understand their needs in terms of optimising their investment“, said Martin Bryant, Research Analyst for Medical Imaging at Frost & Sullivan. The large flexibility in accommodating customer requests was also a determining factor in conferring the award on Siemens.

“Life proves that we greatly value the feedback from our customers and users. It enables us to continuously improve our systems to meet the needs of everyday life in the hospital,” said Dr. Volker Wetekam, head of Global Solutions at Siemens Medical Solutions.

Siemens Medical Solutions is one of the largest suppliers to the healthcare industry in the world. The company is known for bringing together innovative medical technologies, healthcare information systems, management consulting, and support services, to help customers achieve tangible, sustainable, clinical and financial outcomes. From imaging systems for diagnosis, to therapy equipment for treatment, to patient monitors to hearing instruments and beyond, Siemens innovations contribute to the health and well-being of people across the globe, while improving operational efficiencies and optimizing workflow in hospitals, clinics, home health agencies, and doctors' offices. Employing approximately 31,000 people worldwide and operating in more than 120 countries, Siemens Medical Solutions reported sales of 7.07 billion EUR, orders of 8.12 billion EUR and group profit of 1.05 billion EUR for fiscal 2004 . Further information can be found under: http://www.siemens.com/medical.