Siemens leading transformation with interactive service model

Siemens leading transformation with interactive service model
Company Puts Customers at the Center

Medical Dealer Magazine | Company Showcase | Siemens - Lisa CollinsThis month, Medical Dealer sat down with Lisa Collins, Vice President of Siemens Healthcare Customer Services business, to discuss the company’s approach to equipment service. The newly rebranded Customer Care Center merges two existing Siemens service areas – Laboratory Diagnostics and Imaging – into a single organization.

"In the last 12 months, we've integrated imaging and laboratory diagnostics services. This allows us to have one face to the customer – one unique experience with consistent metrics surrounding that experience," explains Collins, who was with Siemens' IT division for 25 years before taking on the U.S. Service Business Management team responsible for leading the innovation and expansion of the Customer Services strategy and product roadmap to grow business operations in line with market needs.

“One of the strategic imperatives of Siemens Healthcare Customer Services is to help our customers improve the management of their Siemens equipment so they can better manage costs and drive operational and financial sustainability at their facilities. Our team is driving to create flexible solutions that meet the changing needs of customers...and our Customer Care Center supports them daily with our incredible access to parts and service, greater efficiencies through IT solutions, and better cost management," Collins explains.

“Part of what I've done the last few months is to bring customer needs further into our processes," Collins says. "Our group is responsible for developing a portfolio of services that meet the demands of modern healthcare. This means further understanding trends such as cost pressures, hospital consolidation, healthcare reform and the increasingly important role of the in-house biomed shop. Our biggest drive is our customers, whether it's helping them bring services in-house or supporting them with a full service contract.”

Collins and her team are leading focus groups and advisory boards with biomed departments and C-level managers throughout the U.S. as Siemens continues to create opportunities to meet these market demands.


Collins states Siemens service is much more than a break-fix contractual engagement. She wants customers to think of Siemens as a service organization that can help them create an effective equipment management strategy. By leveraging the company’s vast program of system, management, user and IT programs, “We are creating a more strategic value-added portfolio of services” that will strengthen existing equipment management processes.

The business is also aligned to provide four key categories of service within its one organization. Because advanced medical technology involves more than just replacing parts, System Services offers modality-specific performance plans, remote predictive monitoring and system upgrades to keep equipment running at peak performance.

IT Services provides seamless hardware and software updates without interrupting workflow as well as virus protection.

Medical Dealer Magazine | Company Showcase | Siemens

User Services offers continuing education from quick answers on the phone, on-site application support, customized education programs, in-depth education and development to consulting for clients’ own education program. Education Power Packs enable healthcare provider teams to receive a series of trainings in a customized, affordable way.

Management Services helps customers streamline scheduling and make smarter capital investment decisions. This group is comprised of seasoned healthcare management consultants with expertise in strategic planning, system benchmarking, online performance analysis, utilization management, workflow analysis and enhancement (workflow consulting).

Collins and her team have closely followed developments in technology and healthcare market trends to create IT-based solutions that can improve workflow with increased automation, apply more detailed analytics to utilization information, and increase efficiencies to ease some of the pressure that today’s hospitals are facing. Solutions such as the Guardian ProgramTM and syngo EVOLVETM can help customers keep pace with those changes and stay ahead of the curve.

The Guardian ProgramTM helps reduce downtime by detecting and resolving errors before they become catastrophic. The program helps to increase uptime by proactively monitoring for deviations from current norms in real time. With it, system errors can be detected and resolved before malfunctions occur. And if service is needed, it will be planned at the customer’s convenience to reduce unscheduled activities and painful downtime. Some Siemens customers using the Guardian ProgramTM have achieved up to 99 percent uptime.

The call center for Siemens is being rebranded “Customer Care Center,” to accurately reflect the focus of its mission, “Customers are at the center of everything we do,” says Collins. With technical and application specialists available around the clock, it supports customers, as well as Siemens’ own Customer Service Engineers (CSEs) who operate across the country. CSEs are supported by a parts distribution network that replenishes inventory daily at 18 depots nationally. The Customer Care Center operates 24 hours a day, 365 days a year, and handles more than two million calls annually.

The call center will answer calls typically within 30 seconds and leverages over 2,500 certified engineers across laboratory diagnostics and clinical. “ So we leverage the engineers to increase remote diagnostic-type support,” Collins explains. “Over fifty percent of our laboratory diagnostics and over 40 percent of imaging issues are often resolved remotely which enables patients to get the care they need when they need it, which in turn increases patient satisfaction and care quality. We understand the criticality of imaging systems being fully functional.”


Siemens Healthcare Customer Services can meet the needs of a wide variety of customers, for facilities both large and small, allowing them to choose only the services that are right for them.

“We always strive to build service contracts according to their specific needs. Our focus is always on the customer, their struggles and challenges," Collins explains. Siemens understands that as some customers transition service in-house, their contract needs may change, and we will continue to be able to support them accordingly," Collins says.

Siemens offers a service education program for customers that are transitioning service in-house. "We partner to help facilitate their transition and offer continuous education," Collins says. For customers that do not have a service contract, Siemens’ Service by Request provides high-quality OEM parts, supplies and service. (Visit www.usa.siemens. com/servicebyrequest).

Education is also a cornerstone of Siemens’ customer-centric philosophy. “We will continue to always put our customers first. That’s our vision.”

“Everyone, from our sales representatives to our engineers, recognizes that the customer is of primary importance, understands the criticality of the equipment that we provide, and the impact on patient lives.”

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