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Customer Centricity & Healthcare SW Support

Customer Centricity & Healthcare SW Support. Chris La Fratta Director of SW Service, Elekta. Agenda. Background Elekta Customer centricity & SW Support Challenge. Background – Chris La Fratta.

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Customer Centricity & Healthcare SW Support

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  1. Customer Centricity &Healthcare SW Support Chris La FrattaDirector of SW Service, Elekta

  2. Agenda • Background • Elekta • Customer centricity & SW Support • Challenge

  3. Background – Chris La Fratta • Innovative business leader with a genuine passion for mentoring aspiring leaders and developing high-performing teams • 15 years of driving breakthrough improvements healthcare for companies such as Hewlett Packard, Agilent and Philips • Director of Software Service for Elekta • Specialties include strategy, remote service and process improvement • Education • BA, University of Massachusetts (Boston, MA) • MBA, Bentley University (Waltham, MA)

  4. Elekta – Company Overview • Elekta is a human care company pioneering solutions for treating cancer and brain disorders • Headquarters in Stockholm, Sweden • Offices in about 40 countries • Approximately 3,500 employees worldwide • Net sales* SEK 10,339 M • Operating result* SEK 2,058 M • Listed on the Nasdaq OMX Nordic Exchange since 1994 * Fiscal year 2012/13

  5. Customer Centricity

  6. SW Support – Our Customers

  7. SW Support – Our Vision Cases handling Incoming calls Issue resolution Escalations Customer loyalty To be your partner of choice through quick & effective issue resolution

  8. SW Support – What We Do • Access to our technical and clinical expertise provides you with comprehensive knowledge to help expedite answers to your questions and resolution of your issues • Call handling statistics • 5,000 calls answered per month • 70% of calls resolved same day • 99% remote resolution rate • Industry leading customer satisfaction (MD Buyline and KLAS)

  9. SW Support - Speed Increase service response speed Increase issue resolution speed

  10. SW Support – Expertise • Diverse, high performing team of technical and clinical experts averaging of 10 years experience • Technical staff with experience in Healthcare IT, Networking, Citrix and ASP/hosted solutions • Clinical staff are former and current Radiation Therapists, Dosimetrists, Physicists and Registrars • Dedicated and committed to be your partner of choice

  11. Challenge - How Do We Get Better? • Know our customers better • Anticipate and proactively meet their needs • Foster long term relationships • Evolve into a total solutions provider

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