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Enhance Customer Satisfaction
TRANSFORM COMPLAINT HANDLING AND REGULATORY REPORTING
Reimagine how customer communications are handled. And increase customer reach, improve satisfaction and ensure regulatory compliance.
Cognizant’s MedVantage® is an integrated service and complaint management cloud solution based on the Salesforce.com platform.
Designed specifically for the medical devices industry using the latest digital technology, MedVantage drives enhanced customer reach, guarantees customer satisfaction and ensures regulatory compliance.
FEATURES & BENEFITS
Cognizant’s MedVantage is the only integrated field service and complaint-handling cloud solution that drives enhanced customer reach, improves customer satisfaction and ensures regulatory compliance specifically for the medical devices industry.
Key features include smart allocation of technicians, powerful inventory management, preventitve maintenance, a field service mobile app and support of industry standards.
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ENHANCE THE CUSTOMER EXPERIENCE
THE PATIENT EXPERIENCE MATTERS
How easily customers are able to interact with your company is a powerful predictor of future sales. Cognizant’s MedVantage enhances the customer experience through a 360-degree view cutting through service requests and product complaints. It connects all stakeholders involved in customer support—including sales reps, clinical specialists and service reps—with customers on a single, interactive and cohesive platform.
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IMPROVE YOUR COMPLAINT MANAGEMENT PROCESSES
DEALING WITH PATIENT COMPLAINTS
Managing a service request or a product complaint often involves multiple stakeholders and numerous handovers among different stakeholders. Cognizant’s MedVantage keeps meticulous track of a complaint from the time it is opened until the time it closes, providing a closed-loop system. It includes regulatory guidelines and processes with well-defined standard operating procedures for complaint reporting, investigations, corrective and preventive action plans, supplier corrective action reports, return merchandise authorization, non-conforming material reports, audit management and root cause analysis.
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USE SERVICE CHANNEL TO DRIVE NEW REVENUE
A HEALTHIER BOTTOM LINE
The services channel is a potential growth driver of new business opportunities. With MedVantage, you can tap this potential and generate incremental sales through services. Revenue can be generated through timely information about equipment leases and orders, entitlement or warranty purchases and renewal upgrades.
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MANAGE SERVICE REQUESTS EFFICIENTLY
OPTIMIZE THE CUSTOMER EXPERIENCE
The key to providing quality customer support is adept and careful handling of service requests. By seamlessly integrating customer interactions from multiple channels, such as phone, email and partner portals, MedVantage manages service requests and product complaints with great ease. Aided by tools such as FSE Dispatch Management and Field Action Management (for work orders and technician scheduling there is minimal to no delay, setting high standards in service request management). The result: significant cost savings in field service time and expense management.
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SUPPORTS KEY INDUSTRY STANDARDS
MITIGATE RISK BY DESIGN
Cognizant’s MedVantage provides compliance for medical device manufacturers through support of key industry standards, including FDA 21 CFR Part 11, CFR Part 803/MedWatch Form 3500A and CFR Part 820. Validated and GxP-compliant, MedVantage tracks submission dates, determines reportability using decision trees and supports regulatory report preparation. In short, MedVantage manages the end-to-end product complaint lifecycle while minimizing risk through better compliance.
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