Medical Devices and Health Equipment
In the medical device and health equipment sector, customer relationships do not end with the sale of the device. Needs analysis, offer, tender, order, delivery, installation, user training, warranty, periodic maintenance, calibration, malfunction, and spare part processes continue throughout the device's life cycle.
XtraCRM combines CRM, sales, product, inventory, purchasing, tasks, technical service, maintenance, documents, and financial features to enable the management of commercial and operational processes carried out with healthcare institutions from a single center.
How do processes work in the industry?
The process usually starts with device and equipment requests from hospitals, clinics, laboratories, or other healthcare institutions. Usage purpose, technical requirements, quantity, delivery expectations, and budget are determined.
Products suitable for the request are selected and an offer is prepared. Tender, specifications, and document processes can also be separately tracked in public or private sector purchases.
When the order is approved, stock and supply status are checked. The device is delivered to the customer, and installation and user training are planned if necessary. Serial number, warranty date, usage location, and responsible persons are recorded.
During the device's usage period, periodic maintenance, calibration, malfunctions, and part changes are tracked. Every operation performed is added to the device's service history.
How is XtraCRM adapted to your company's working style?
Each medical device company has different product groups, sales methods, and service arrangements. In XtraCRM, custom fields, forms, tasks, and workflow stages can be configured according to your company's existing setup.
You can create your sales process from the stages “New Request, Needs Analysis, Technical Evaluation, Demo Scheduled, Proposal Being Prepared, Proposal Presented, Tender or Approval, Order, Procurement, Delivery and Installation.”
You can track your service process with the stages “New Notification, Preliminary Review, Technician Assigned, Appointment Scheduled, Waiting for Part, In Progress, Control, Customer Approval, and Completed.”
You can define different areas and processes for imaging devices, laboratory equipment, bedside devices, sterilization equipment, consumables, or other product groups.
Product and device-specific fields you can use
Product and device code
Device category
Brand and model
Serial number
Manufacturer
Year of manufacture
Technical specifications
Product or risk class
Batch or lot information
Sales and delivery date
Installation date
Warranty start and end date
Usage location
Hospital, branch, department or unit
Person responsible for the device
Last maintenance date
Next maintenance date
Last calibration date
Next calibration date
Service contract status
Used consumables and accessories
Technical documents and certificates
Current status of the device
Different technical information required by your company and product group can also be added as custom fields.
Manage healthcare institutions and relevant personnel
Hospitals, clinics, laboratories, medical centers, and other healthcare institutions can be managed as customer accounts.
Purchasing, biomedical, technical service, administrative, and clinical officials belonging to an institution can be kept as separate contact persons under the same account.
The institution's branches, departments, existing devices, past offers, orders, and service requests can be viewed in the same customer history.
Thus, different teams can see previous interactions and ongoing processes with the same institution.
Turn customer requests into sales opportunities
Requests received via phone, email, website, field visit, fair, or reference can be recorded in the CRM.
Requested device, use purpose, technical requirements, quantity, budget, and decision date can be documented. The new opportunity can be assigned to the relevant sales or product responsible person.
If technical evaluation, demo, sample, or field visit is required, tasks can be created for the relevant teams. Reminders can be set for opportunities with no action for a long time.
Track demos and product evaluations
Product presentations or device demos for customers can be planned as tasks and appointments. Demo device, location, date, responsible person, and participants can be recorded.
Customer feedback, technical expectations, and decision process following the demo can be documented. If additional information or new offers are needed, tasks can be assigned to relevant employees.
Delivery and return dates of demo equipment temporarily given to the customer can be tracked with custom fields.
Manage offers and tender processes
Devices, accessories, consumables, and services requested by the customer can be created as offer items. Price, tax, discount, currency, delivery time, and payment terms can be tracked.
Preparation, technical review, manager approval, presentation to the customer, and revision stages of the offer can be monitored.
The following information can have custom fields created for tender processes:
Tender or file number
Institution and related department
Last offer date
Technical specification status
Sample or demo requirement
Guarantee information
Requested documents
Bid result
Contract and delivery period
XtraCRM does not replace an electronic tender platform; it can be used to track the tasks, dates, documents, bids, and results of a tender opportunity.
Manage sales orders and procurement process
Approved bids can be converted into sales orders. Products, quantities, prices, delivery date, and other commercial terms can be recorded in the order.
Purchase orders can be created for out-of-stock products. Supplier, product, quantity, price, and expected delivery date can be tracked.
Delayed supplies and partial deliveries can be tracked with tasks. This enables the sales team to provide customers with more accurate updates on the order status.
Track stock, serial, and lot information
Devices, accessories, spare parts, and consumables can be managed with stock records. According to the structure used by the business, serial, lot, expiry date, or similar information can be recorded with custom fields.
The serial number of the delivered device can be linked to the customer and delivery record. Thus, it is possible to track which institution and unit hold a device with a specific serial number.
By monitoring the stock status of spare parts and consumables, purchase planning can be done for items nearing critical levels.
If special traceability or regulatory records are required beyond XtraCRM's standard stock structure, this process should be evaluated separately.
Manage delivery and installation processes
When the order is ready, delivery tasks can be assigned to warehouse, logistics, and technical teams. Delivery address, contact person, planned date, and necessary equipment information can be recorded for the device.
The following steps can be followed during the installation process:
Delivery inspection
Physical installation
Electrical and connection checks
Initial startup
Suitability of usage area
Serial number verification
Accessory inspection
User training
Delivery and installation form
Customer approval
Photos, forms and other documents prepared during installation can be added to the device or customer record.
Plan user trainings
Training can be planned for relevant healthcare personnel or technical staff after device delivery. The training date, location, participants, instructor and content can be recorded.
New tasks can be created for trainings that are incomplete or need to be repeated. Training documents and attendance records can be associated with the relevant device or institution.
XtraCRM does not serve as a learning management system presenting training content; it can be used to track training plans, participants, tasks, and documents.
Track warranty periods
Start and end dates of warranties can be recorded for each device. Devices with approaching warranty expiry or service requests under warranty can be easily viewed.
In the service record, whether the operation is under warranty, reasons for out-of-warranty status, and customer notifications can be documented.
For customers approaching warranty end, tasks can be assigned to the sales team to prepare maintenance or service contract proposals.
Manage periodic maintenance and calibration processes
Maintenance and calibration periods can be defined for devices. The last performed operation and next scheduled date can be tracked on the device card.
When the date approaches, tasks can be created for the technical service team and appointments can be scheduled with the customer.
The following information can be recorded in maintenance or calibration records:
Operation date
Device and serial number
Related institution and location
Technician
Performed checks
Used measurement or test details
Replaced parts
Results and explanations
Next operation date
Forms or certificates
The technical execution of calibration and the decision of conformity must be conducted within the framework of standards and regulations with authorized personnel. XtraCRM provides planning and record tracking for these processes.
Manage fault and technical service requests
Fault notifications from customers can be linked to the device's serial number, organization, department, and warranty information.
The request description, urgency, reporting date, and device usage status can be recorded. The service record can be assigned to the relevant technician and an appointment can be scheduled.
Separate processes can be used for different service types such as on-site service, central service, remote support, or part replacement.
The performed operation, used parts, technician notes, the device's final status, and customer approval can be kept under the same record.
Track spare parts and consumable processes
Parts needed during service can be linked with the relevant device and service record. The stock status and procurement process of the part can be monitored.
Purchase orders can be created for products not in stock. When the part arrives, a new task can be assigned to the service manager.
Reorder periods can be tracked for customers with high consumable usage. Sales opportunities and customer reminders can be created for regularly used products.
Manage service contracts and renewals
Start and end dates, service scope, number of maintenance visits, intervention conditions, and fee information can be maintained with custom fields in maintenance and service contracts.
A renewal task can be assigned to the sales representative for customers whose contract end date is approaching. Price and scope negotiations for the new period can be tracked in the customer history.
Service requests within and outside of contract scope can be classified separately.
Store device and service documents
Technical datasheets, user manuals, warranty certificates, installation forms, maintenance reports, calibration documents, and service forms can be linked to the relevant device.
Preparation and validity dates of documents can be recorded. Tasks and reminders can be created for documents approaching expiration.
Access to records and documents can be restricted for sales, technical service, and management teams through an authorization structure.
Manage recalls and field notifications
When a manufacturer notification affecting a specific product, model, series, or lot group is received, affected customers and devices can be evaluated through records.
Communication and service tasks can be created for relevant customers. Information provided, inspections, part replacements, or other actions can be recorded per device.
XtraCRM does not replace the regulatory recall system; it can be used for operational tracking with affected customers and devices.
Track billing and collection processes
Device sales, spare parts, maintenance contracts, and paid service transactions can be linked to sales and financial records.
Invoice date, due date, payment status, and currency can be tracked. Tasks can be assigned to finance or customer representatives for overdue collections.
Paid operations completed by the technical service can be directed as tasks to the billing team.
Define permissions according to task distribution
Different access and operation permissions can be defined for sales, warehouse, purchasing, technical service, finance, and management teams.
While the sales team manages customers, opportunities, and offers, the technical service team can access devices, maintenance, and fault records. The finance team can track invoice and collection processes.
Sensitive information related to health institutions, devices, or commercial conditions can be accessed only by authorized users.
Create a measurable structure for management
New sales opportunities, pending offers, open orders, planned deliveries, upcoming maintenance, calibrations, open service requests, and contract renewals can be monitored on management dashboards.
The following information can be evaluated based on customer, product, device, serial number, technical service personnel, or period:
Incoming device and product requests
Conversion rate of offers to orders
Open and completed sales orders
Stock and supply status
Deliveries and installations
Devices under warranty coverage
Upcoming maintenance and calibration dates
Open technical service requests
Fault and part replacement reasons
Service completion times
Contract expiration and renewals
Billing and collection status
XtraCRM does not restrict your company to a fixed medical device sales or service model. By structuring customer records, device-specific fields, sales processes, maintenance plans, service tasks, and documents according to your operational setup, you can make the entire process from initial customer request to the device's entire post-sale lifecycle more organized, measurable, and traceable.
XtraCRM is not a hospital information management, clinical decision, medical device quality management, or regulatory compliance system. Instead of patient health data, customer organizations, devices, and commercial-operational processes should be tracked. Records, responsibilities, and verifications required under regulations must be managed separately by the company.