Siemens AG, Sector Healthcare, Increases Transparency and Improves Customer Loyalty with Web Portal Solution

Customer Name – Siemens AG, Sector Healthcare

Customer Revenue – 73,515 Billion Euro (2011, Siemens AG total)

Customer Quote – “The realization of our complex requirements within a very short amount of time was enabled through the competent implementation partner Sapient, who fully used the  very broad scope of standard functionality provided in the Oracle WebCenter Portal, and the management of customer services, who continuously supported the project setup. ” – Joerg Modlmayr, Project Manager, Healthcare Customer Service Portal, Siemens AG

To ensure greater transparency, increased efficiency, higher user acceptance, and additional services, Siemens AG, Sector Healthcare, replaced several existing legacy portal solutions that could not meet the company’s future needs with Oracle WebCenter Portal. Various existing portal solutions that cannot meet future demands will be successively replaced by the new central service portal, which will also allow for the efficient and intuitive implementation of new service concepts. 

With Oracle, doctors and hospitals using Siemens medical solutions now have access to a central information portal that provides important information and services at just the push of a button. 

Customer Name – Siemens AG, Sector Healthcare

Customer URL – www.siemens.com

Customer Headquarters – Erlangen, Germany

Industry – Industrial Manufacturing

Employees – 360,000 

Challenges –

• Replace disparate medical service portals to meet future demands and eliminate an  unnecessarily high level of administrative work caused by heterogeneous installations
• Ensure portals meet current user demands to improve user-acceptance rates and increase number of total users
• Enable changes and expansion through standard functionality to eliminate the need for reliance on IT and reduce administrative efforts and associated high costs
• Ensure efficient and intuitive implementation of new service concepts for all devices and systems
• Ensure hospitals and clinics to transparently monitor and measure services rendered for the various medical devices and systems 
• Increase electronic interaction and expand services to achieve a higher level of customer loyalty

Solution – 

• Deployed Oracle WebCenter Portal to ensure greater transparency, and as a result, a higher level of customer loyalty 
• Provided a centralized platform for doctors and hospitals using Siemens’ medical technology solutions that provides important information and services at the push of a button
• Reduced significantly the administrative workload by centralizing the solution in the new customer service portal
• Secured positive feedback from customers involved in the pilot program developed by design experts from Oracle partner Sapient. The interfaces were created with customer needs in mind. The first survey taken shortly after implementation came back with 2.4 points on a scale of 0-3 in the category “customer service portal intuitiveness level”
• Met all requirements including alignment with the Siemens Style Guide without extensive programming
• Implemented additional services via the portal such as benchmarking options to ensure the optimal use of the Customer Device Park
• Provided option for documentation of all services rendered in conjunction with the medical technology systems to ensure that the value of the services are transparent for the decision makers in the hospitals 
• Saved and stored all machine data from approximately 100,000 remote systems in the central service and information platform
• Provided the option to register errors online and follow the call status in real-time on the portal
• Made  available at the push of a button all information on the medical technology devices used in hospitals or clinics—from security checks and maintenance activities to current device statuses
• Provided PDF format Service Performance Reports that summarize information from periods of time ranging from previous weeks up to one year, meeting medical product law requirements 

Why Oracle – Siemens AG favored Oracle for many reasons, however, the company ultimately decided to go with Oracle due to the enormous range of functionality the solutions offered for the healthcare sector.“We are not programmers; we are service providers in the medical technology segment and focus on the contents of the portal. All the functionality necessary for internet-based customer interaction is already standard in Oracle WebCenter Portal, which is a huge plus for us. Having Oracle as our technology partner ensures that the product will continually evolve, providing a strong technology platform for our customer service portal well into the future,” said Joerg Modlmayr project manager, Healthcare Customer Service Portal, Siemens AG.

Partner Involvement – Siemens AG selected Oracle Partner Sapient because the company offered a service portfolio that perfectly met Siemens’ requirements and had a wealth of experience implementing Oracle WebCenter Portal. Additionally, Sapient had designers with a very high level of expertise in usability—an aspect that Siemens considered to be of vast importance for the project. 

“The Sapient team completely met all our expectations. Our tightly timed project was completed on schedule, and the positive feedback from our users proves that we set the right measures in terms of usability—all thanks to the folks at Sapient,” Modlmayr said. 

Partner Name – Sapient GmbH Deutschland

Partner URL – www.sapient.com