Published
Medtech service leaders operate in a challenging environment, balancing the goal of improving profitability with the need to support the clinical uptime that physicians and patients rely on.
Drawing from an executive session with AdvaMed and industry experience across medtech OEMs, this webinar outlines an approach to addressing long‑standing cost and uptime challenges. It explores how evolving service operations, including the use of AI‑enabled capabilities, can support more effective and resilient service delivery models.
Genpact's medtech transformation specialists, Alok Jha, Rajiv Naidu, and Eduardo Bonefont, share perspectives on how AI‑orchestrated operations may help organizations improve service margins while continuing to support clinical availability.
We've broken down the webinar into four sections:
The medtech service paradox: Why organizations are reassessing service models
A framework for AI‑orchestrated service transformation
What transformation can look like in practice
Q&A
The medtech service paradox: Why organizations are reassessing service models
Service organizations are facing rising expectations for higher service margins and increasingly high uptime targets. At the same time, operational challenges – such as dispatch frequency, documentation effort, and parts management – can place pressure on service performance. Many organizations are therefore evaluating new service models to address these dynamics.
A framework for AI‑orchestrated service transformation
AI‑orchestrated operations can bring together predictive insights, remote triage, generative AI‑based guidance, and intelligent planning. When applied thoughtfully, these capabilities may help organizations address cost and uptime trade-offs while working toward more reliable and efficient service operations.
What transformation can look like in practice
In one example, a large global service organization implemented an AI‑enabled operating model to help scale institutional knowledge, identify potential issues earlier, and support more remote issue resolution. In this context, the organization observed improvements such as fewer dispatches, faster onboarding, and reduced customer complaints. Individual results may vary.
Q&A
As interest in AI‑enabled service transformation continues to grow, medtech leaders are exploring where to begin and how to manage associated operational, regulatory, and organizational considerations. The Q&A portion of the webinar addresses participant questions related to compliance considerations, system integration, implementation sequencing, triage complexity, and change management.