Mizuho OSI Elevates Field Service Management with Redtag Solutions

About

Mizuho OSI, founded in 1978 in the San Francisco Bay Area, has been pioneering the specialty surgery table market for over four decades. With a keen focus on enhancing orthopedic surgeries, Mizuho OSI collaborates closely with surgeons and healthcare providers to develop innovative products that simplify procedures, improve precision, and reduce risk. Now a wholly-owned subsidiary of Mizuho Corporation, headquartered in Tokyo, Japan, Mizuho OSI continues to drive advancements in surgical tables and pressure management solutions, with over 10,000 tables installed worldwide.

Challenges: Optimizing Field Service for Maximum Efficiency

Mizuho OSI, a well-established name in surgical tables, sought to improve its Field Service Management system. Their goal was to streamline service delivery, optimize technician schedules, and enhance inventory management—all while maintaining their high standard of care.

The existing system, Service Max, wasn’t cutting it anymore, and they needed something that could keep up with their growth.

Solution: Implementation of Advanced Field Service Solutions

Redtag implemented Salesforce Field Service Lightning, a tailored solution that included:

• Real-time Field Service Access: With the Salesforce Field Service Mobile App, technicians now have instant access to work orders and can communicate more effectively on-site.
• Service Level Agreements (SLAs): Customized templates saved time, ensured service consistency, and met high-performance standards.
• Territory Management: Efficiently scheduled appointments by linking service territories to technicians’ locations.
• Einstein AI Integration: Tools like Einstein Bots and Article Recommendations empowered service agents with the knowledge they needed, instantly.

Results: Enhanced Productivity and Customer Satisfaction

The shift to Salesforce Field Service Lightning empowered Mizuho OSI to:

• Improve scheduling and service efficiency
• Provide real-time inventory management
• Ensure faster, more accurate technician responses
• Seamlessly integrate with SAP for smooth data flow between systems

Thanks to Redtag’s expert implementation and continued support, Mizuho OSI now operates with enhanced productivity, driving better outcomes for their clients and patients.