Case Studies Service Lifecycle Management-Aftermarket Services

Client
FORTUNE 500 Manufacturer of Medical Devices

Engagement Scope
Outsource field service to a qualified 3rd Party Service provider and reduce cost of emergency service calls 

Problem
Client had backlog of installations as a result of new product launch and pressure to reduce cost per dispatched call.

Blumberg Advisory Group Recommendations

• Developed outsourcing specification document
• Identified short list of qualified vendors
• Wrote Request for Proposal (RFP) and distributed to qualified vendors
• Evaluated proposal , selected vendors, and negotiated price
• Implemented roll-out of outsourcing program
• Established procedures to manage, coordinate, and monitor performance

Results

• Reduced cost per dispatch call by 50%
• Achieved 98% compliance on installations

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