Increased customer satisfaction and efficiency are key objectives

Cordys has been chosen by Siemens Healthcare, one of the largest suppliers to the healthcare industry and a trendsetter in medical imaging, laboratory diagnostics, medical information technology and hearing aids, for managing and continuously improving key logistics processes in 125 countries, including Germany, the USA and China.

The Cordys solution at Siemens Healthcare automates key logistics processes as part of the global material logistic process. The material logistics comprises supply chain solutions over the whole product life cycle within the business unit UPTIME Services. It enables spare parts to be delivered to customers fast and efficiently, in more than 98 percent of countries worldwide within 24 hours.

The Cordys solution automates the following processes:
•   Critical parts deliveries
•   Returns of spare parts
•   Customer feedback

The solution also provides the tools for continuous process improvement in order to maintain Siemens high levels of customer satisfaction and high quality standards throughout the global logistics network.

Dr. Frank Debus, Senior Vice President Customer Services Material Logistics at Siemens Healthcare, stated: “Customer satisfaction is one of the most important business objectives of Siemens Healthcare and therefore our customer-related business processes are key for our success. As a consequence, the reliability of our order management and services has to be as close as possible to 100%. The Cordys platform allows us to continuously monitor and improve these processes across more than 125 countries and increase the level of satisfaction of our customers.”

Integration capability for connecting multiple systems such as SAP, IBM and Microsoft Outlook was an important part of the project, which not only resulted in increased customer satisfaction, but also in efficiency improvements such as higher productivity, ease of use, and improved management information.

Per Jonsson, President and Chief Operating Officer at Cordys, stated: “We are proud to be able to support Siemens Healthcare. Working with high-quality logistics partners worldwide, Siemens requires highly efficient processes. With our solution we expect sustainable results for Siemens as well as for our own business.”