Siemens Healthineers is a specialist medical technology business providing a range of laboratory diagnostics, imaging technologies and IT solutions to the healthcare industry. It has over 270 field and home-based Customer Service employees who install, service and maintain medical diagnostic and imaging equipment at facilities across the UK. 

Siemens Healthineers wanted to explore new solutions to facilitate their expansion to a 7-day operating window to further enhance their Customer Service value proposition. This change needed to be delivered alongside accurate allocation and management of its personnel, increased administrative efficiencies and supporting more flexibility within its workforce. 

Totalmobile provided Siemens Healthineers with a shift planning, rostering and workforce management software and helped them transition their Service Operations Organisation to a 7-day operating window. 

Results

  • Opening up a 7-day working window has increased productivity and further enhanced customer service levels.

  • Adherence to efficient new patterns and practices is increasing productivity and efficiency whilst supporting employee work-life balance.

  • Fairness, transparency and accuracy has been enhanced through automatic management of employee accounts (e.g. holidays and reserve hours).

  • Automation has reduced administration, duplication and streamlined the holiday request process.

  • myTime self-service module enables Siemens Healthineers’ Customer Care Team to manage engineers’ holidays, absences and TOIL requests through a highly accessible web-based interface. 

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