The percentage of GE Healthcare Ultrasound Cardiology systems connected through InSite ExC increased in 2008. The IMV ServiceTrak report also showed that the percentage of time GE Healthcare is able to diagnose problems remotely increased 22 percent and that the ability to remotely resolve problems increased by 18 percent. Both of these 2008 ratings are above industry average.

The manufacturer performance ratings part of the survey measured six attributes: overall manufacturer satisfaction, effectiveness in resolving problems, repurchase probability, replacement part availability and fair value, and ability to upgrade technology.


"We ranked number one in the industry for the ability to upgrade our cardiac ultrasound technology and 82 percent of our respondents rated this attribute 'very good' or 'excellent,' Lubert noted. "Additionally, in all six of these attributes, GE Healthcare's ratings improved compared to last year."

Source of improvements

Lubert believes GE Healthcare's rankings reflect the 2008 Insite ExC compatibility expansion to users of Vivid 7, the company's flagship cardiovascular ultrasound system. InSite ExC allows GE Healthcare to help Vivid 7 customers at their point of care with minimal interruption to exam schedules.

"With InSite ExC, our customers can connect their Vivid 7 systems to the LiveAssist Center via secure broadband connection," Lubert said. "With the customer's permission, the LiveAssist staff can then see and control the very same screens as our customers, and can often diagnose and resolve service and application issues during the call."

Customers view the ability to perform online clinical support as particularly valuable. A likely scenario might be a stress echo procedure, in which the sonographer needs guidance in configuring the stress test template. In such a case, an On-Line Clinical Application Specialist can walk the sonographer through the appropriate steps.

Finally, GE Healthcare's training program for field engineers has been greatly expanded. In addition to their technical expertise, GE Healthcare field engineers are building clinical knowledge, customer skills and a deeper understanding of quality procedures, which helps them to more intuitively appreciate customer needs and has turned them into even stronger customer advocates.

"Without a doubt, the improvements that these surveys show us were not just random - we proactively set out to enhance our customers' experience of GE Healthcare Cardiac Ultrasound Service across the board," Lubert said, "and that is a trend that will continue."

More Industry Headlines