Quick summary

Company overview: Epsilon Healthcare is a well-known manufacturer and supplier of medical imaging systems such as DR, HF X-ray, and C-arm machines. With a strong market presence for the last 15 years, the company has grown into a trusted partner for hospitals and clinics across India.

Challenge: The sales and services of equipment were maintained through different tools. There was no clear record of AMC renewal due dates. This was leading to lot of customer complaints. Tasks like quotations were delayed, and regulatory compliances were not tracked and service teams were dependent on back office teams for even the smallest update. In addition, management did not have any clear visibility into heir operations.

Solution: CRM-Doctor designed a tailored CRM solution according to the needs, which keeps sales, service, and reporting tools all together. This centralized platform puts lead management, tour scheduling, preventive maintenance planning, AMC or CMC renewals, AERB documentation, and dashboard views all in one place.

Client Service: Field engineers are now able to make updates from a mobile app. Managers have visibility to reports and performance metrics. Customers are able to check the status of service requests without follow-ups.

Outcome: As a result of our solution, the service cycle has shortened. The renewals are happening on time. There is a clarity about all the operations, and customer experience has improved manifold due to timely resolutions.

The company

Epsilon Healthcare Solutions, founded in 2010 in Jaipur, manufactures and distributes imaging equipment. Along with installations, they manage service contracts and preventive maintenance. Their strong market image is a result of timely and effective services that keep equipment running and meet strict compliance requirements.