Radiometer America received the 2020 IMV ServiceTrak Award for “Best Service” within the Blood Gas category.
ServiceTrak Clinical Laboratory Awards are based on interviews conducted with respondents in 2,229 clinical testing locations having 5,117 instruments. Laboratory professionals are asked to rate their level of satisfaction with the instrument manufacturers, the system performance, and the service received for their laboratory testing instruments.
The Best of Service award is given to the manufacturer whose customers give the highest percentage of highly satisfied customer responses when asked to rate overall OEM service performance. “Quality, reliability and service are the most important attributes affecting customer satisfaction,” said Craig Overpeck, CEO of IMV.
“I was pleased to see that blood gas was added to the list of awards in 2020,” said Charles Murray, Radiometer America’s Director of Field Service and Technical Support. “Our customers have confirmed what we have always known: our service engineers are the best in the business.”
Radiometer continues to set itself apart as an innovator in service with its newest offering, LIVE Connect. LIVE Connect intelligently monitors the performance of customers’ analyzers while making it easy to troubleshoot. Radiometer LIVE Connect gives customers:
- Remote Support
- Assisted troubleshooting
- Access to data insights
- Data analytics
Additionally, LIVE Connect provides Radiometer technicians with remote access to analyzers via screen sharing. This allows issues to be resolved often without the need for a site visit and thereby improves overall uptime. At no point is the Radiometer technician able to see patient results.
LIVE Connect is a complimentary offering included in Radiometer service contracts. Customers may also benefit from 24/7 phone support, analyzer updates, QA portal access, service parts, an extended onsite coverage schedule for repairs, and preventative maintenance.
