adWATCH - SERVICE

Service and repair order management with field resource tracking, customer returns processing, and failure analysis for medical device manufacturers.

Overview

adWATCH-SERVICE is a module from Atlant Systems that extends the adWATCH-PCM platform to cover service and repair of existing products. It is designed for life sciences and medical device organizations that need to manage field repair technicians, field inventories, and customer returns for repair and upgrade purposes.

The system builds a continuous improvement database by recording all planned, current, and completed service and repair orders, inquiries, corrective action requests, and investigations. This data supports the establishment and measurement of key processes and the implementation of global standards across an organization.

Service and Repair Management

Receives, reviews, and evaluates service and repair orders from customers, physicians, patients, distributors, and other organizations
Supports customer on-site service, including all actions required to meet customer service goals
Supports repair depot operations for service and repairs performed at a central repair facility
Enables customer service technicians to create on-site service reports
Tracks all open service and repair orders to ensure timely resolution
Tracks planned and actual technician time and repair materials against each service and repair order
Records failure analysis on parts and products returned from customers

Reporting and Data Access

Archives service and repair documents electronically for rapid search and retrieval
Delivers ad hoc reporting to management for trend evaluation and statistical analysis
Provides access to the service and repair management system for all authorized users inside and outside the organization

Remote Access and Connectivity

Supports remote user participation via dial-up, intranet, or extranet connections
Sends requests for actions and process notifications to recipients via electronic mail
Allows customer service technicians to enter data at the repair site, at a service and repair center, or after hours via laptop
Replicates all remotely made document changes back to the central adWATCH-SERVICE database, supporting accuracy and productivity