Halo℠ for Medical Device Manufacturing

HaloSM is a unique Customer Service Management platform tailored for the Medical Device industry. Increase customer loyalty, connect your Customer Service teams, enable your Field Service force, and reduce risk to your business by aligning your 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.

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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.

  • CRM Integration

    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.

Could Customer Complaints be a Gift?

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.

Service Manager Analytics with KPI Trends

Field Service Optimization


Proactive scheduled maintenance

Replace reactive repairs that stop work with proactive scheduled maintenance


Reduce Inquiries & Empower Customers

Enable customers with appointment self-scheduling and work order status from a personalized customer service portal

Performance and Insights

Use and customize out-of-box reports and dashboards to gain a real-time understanding of utilization, capacity, customers, and locations requesting work, and other metrics prioritize resources.


Digitally Mobilize Your Field Service

Mobilize field service engineers/technicians by better managing schedules, guiding them to work locations, and collecting task information and the ability to work using a mobile device or tablet.


Streamline Tasks with Pre-built Workflows

Utilize pre-configured workflows -from Initiation through Supervisor Approval, Team Selection, Impact Assessment, Evaluation, Action Approval, Execution and Monitoring of Actions, Effectiveness Review, and QA Follow-up.


Content Offer: Checklist for Modernizing Field Service

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.

Deliver 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.

Level up your Customer Service Function with HaloSM

Discover how HaloSM is giving medical device manufacturers a competitive edge by aligning technology with business and regulatory requirements.