Regardless of where are you are in the world, all Sonosite customers should receive the same, consistent, top-quality level of service. Our Director of Global Service and Technical Support Saf Aboukhadijeh recently visited our key global partners to understand their challenges and seek opportunities for improvement. From this, you’ll see many changes that will make your technical support experience even better, including:
· Streamlined service escalation processes to ensure requests are resolved as efficiently as possible
· Same business day email response and shortened return service calls, within 30 minutes
· 24×7 hour live phone response (English language only)
· Improved next-day service loaner equipment return communications so you can track your shipments
· Improved on-time replacement equipment and parts delivery for decreased downtime
This new level of global service is reflected by your vote of approval that gave us a 97% satisfaction rating in January and February 2020. But we still have much to do. We have extensive plans to modernize our internal tools and expand global service operations. Above all, we continue to focus on the true beneficiary of all our work—the patients you care for.