Solutions for the Medical Equipment and Healthcare Industry
ESP Field Service Software

An ideal tool for the competitive Medical Equipment industry, ESP Field Service software addresses every step of the field service life cycle.

With ESP you can build the effective, efficient service department that leads to loyal customers and long-term success.

Field Service software is particularly valuable to the medical equipment industry, which is characterized by:

Long And Involved Sales Cycles: You are often selling expensive instruments and machinery to a very specific market and many of the potential clients are, by nature, slow to adopt new products. In a typical industry it can cost over five times as much to get new sales as it would to sell to existing customers. In the medical supply industry, the long sales cycles make these numbers are even higher.

Rapid Technological Change: Technology is highly advanced, constantly evolving and must be dependable in life and death situations. A lot of time and money is therefore invested keeping technicians and salespeople on the cutting edge.

ESP Field Service software helps you maintain strong  relationships with existing clients through knowledgable personnel and fast, effective service. Customers will stay with you and will be readier to adopt new products.

A 5% improvement in customer Retention rates will yield between a 25-100% increase in profits - Frederick Reicheld, The Loyalty Effect ESP Field Service helps you provide:

The right person: ESP lets you keep track of your team's skills development and certifications. When a call comes in, the dispatcher has the skills background and daily schedule for each technician at their fingertips and the ability to send assignments remotely and wirelessly.

The right solution: Quick solutions come from extensive intelligence on parts and service history.

Right away: Avoid administrative delays thanks to integration with accounting and CRM software and instant access to contracts and customer history.

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ESP Field Service Brochure

PHIN - Pharmaceutical & Healthcare Industry News Database (PHIND)


Canada's Medical Device Technology Companies (MEDEC)

The Client Service Process

Dispatching personnel: Know who's available and who's right for the job.

Assess employee and contractor skill sets, use the dispatch board to check calendars side by side, and send assignments through wireless PDAs.

Solving the problem: See what happened the last time a similar problem arose with this client, this piece of equipment or this time of year. On-site technicians have a variety of ways to access the database remotely and wirelessly.

It can cost 5 to 12 times more to acquire a new customer than to keep an existing customer - Thomas Siebel, Siebel SystemsParts and Equipment: Easily find, evaluate and track parts and equipment - how old they are, how they've been used, their cost and value.

Billing: Access billing and payment information and generate invoices with full accounting software integration.

Manage the Service Department: Enter contract rates, organize vacation time and plan future training. Track technician availability, activity and billable time.

Evaluating Profitability: See how well the service department is performing and where things are going wrong. Spot problems with faulty equipment, multiple visits, lost time, under-performing contractors, etc.

In the bio-medical world, there is little room for error. Whether used in the hospital or the laboratory, whether for diagnostic purposes or rehabilitation, your customers depend on you to ensure that their instruments and equipment function properly virtually 100% of the time. When these tools don't work properly, people are put at risk and solutions are expected from you immediately - if not sooner. ESP guides you every step of the way:

Evaluating the customer: Find out who the customer is - from general location, service agreements and technical information to a full contact history.