Case Study
Medical Device Product Support
1-page Case Study | Real-world results | Learn how a durable medical equipment provider protected patient safety and cut unnecessary replacements across 25,000+ support calls.
What You’ll Learn
A medtech firm lowered replacement costs with remote diagnostic support for oxygen concentrators.
- Remote Troubleshooting: Step-by-step diagnostics fixed errors remotely.
- Rapid Replacements: Immediate overnight courier dispatches when unfixable.
- Patient Hotline: 24/7 dedicated assistance for critical equipment.
- Results: Handled 25,780 calls in 2024, cutting replacement costs.
The Case Study
Industry: Healthcare
Timeframe: 2017-present
Client: A leading global medical technology company offering innovative products for use in the homecare setting
Help client reduce expenses by providing trained live agents to assist patients with product support for respiratory machines
The Client
The client is a pioneering leader in the durable medical equipment space, specializing in innovative respiratory products. Their state-of-the-art portable oxygen concentrators have revolutionized the way patients manage their respiratory conditions, offering mobility and freedom without compromising on the essential care they need.
The Challenges
The client enlisted AnswerNet after facing challenges with other vendors who failed to provide effective remote support for machines not requiring replacement, which incurred unnecessary costs.
- AnswerNet continues to provide live agent product support and emergency parts/product replacement for these critical breathing devices. If a machine experiences failure, they call our hotline for immediate assistance.
- Our skilled agents perform a series of troubleshooting and diagnostic steps to repair parts connections, reset machine settings and more. If a machine cannot be repaired, we follow a procedure to have a door-to-door courier service overnight a replacement device to the patient.
The Solution
Together with the client, we developed comprehensive support training for all machine models and established step-by-step processes.
AnswerNet continues to provide support and emergency parts/product replacement for these critical breathing devices. If a machine experiences failure, they call our hotline. In 2024 alone, we handled 25,780 calls from customers.
The Result
Our support not only safeguards the client's brand and budget by preventing unnecessary replacements, it also ensures the well-being of patients who rely on these critical devices. By delivering prompt and effective support, we help maintain the client's reputation for reliability and care, directly impacting the quality of life for their customers.
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