Increase your customer loyalty, connect your Customer Service teams, enable your Field Service force, and align technology with business and regulatory requirements.
HaloSM for Medical Device Manufacturers is built on the powerful cloud-based enterprise platform, ServiceNow®. It provides extensive customer service management but designed specifically to handle the complexities of the medical device industry. Transform the way you do customer support with HaloSM from Solugenix.
A Service System Designed for Medical Device Support
Enhanced Complaint Handling
Automate the process of assigning complaints and related investigations based on manufacturing location, product type or other established customer complaint criteria to keep organizations compliant with FDA regulations 21CFR 820.198, 21 CFR Part 11 and 21 CFR 803.
Real-time Complaint Information
Manage the complaint handling life cycle with real-time data and escalation of customer complaints.
Process Guides for decision making
Leverage decision trees to help drive complaint management investigations and determine regulatory requirements around the world.
MDR Process Automation
Automate the MDR process by leveraging rules-based workflows and reduce effort to comply with government FDA mandates.
Integrates with existing CRM systems to ensure automatic capture of complaints and feedback of investigation status.
Regulatory Assessment Controls
Consolidates and improves regulatory assessments and medical device reporting with analytical reporting.
Dashboards and Reports
Take your operations from reactive to proactive with advanced analytics, anticipate and respond to KPI trends and the voice of the customer. Identify current trends in product performance and defects and use predictive analytics to pinpoint potential future issues or opportunities.
Field Service Optimization
More than a CRM
Engage customers across channels
Connect with customers over their channel of choice—web, telephone, chat, text, or social media—anytime, anywhere, and from any device.
Offer customer self-service
Deliver automated solutions with the Service Catalog, and provide additional self-service options with integrated Virtual Agent, Knowledge Management, and Communities.
Make customer service as a team sport
Resolve issues faster and fix the root cause of issues by connecting customer service to other departments with the Visual Task Board, workflow, and automation.
Utilize Internet of Things (IoT)
Visualize the health of IoT connected devices using ServiceNow® Operational Intelligence to identify issues before they occur.
Anticipate trends and deliver proactive service
Leverage dashboards and analytics to visualize trends and manage problems potentially affecting many customers with Major Issue Management to resolve issues before customers encounter them.
Provide end-to-end customer service
Integrate with ServiceNow Field Service Management and ServiceNow® Portfolio Project Management for complete visibility and accountability across teams.