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Carestream: Market Disruption and Improved Customer Relationships

Medical Imaging Healthcare imaging centers provide diagnostic imaging from computed tomography (CT), magnetic resonance imaging (MRI), digital mammography and other advanced imaging systems to physicians in digital format as well as printed on radiographic film, tailored to the referring physician’s requirements. The global market for diagnostic print services is mature and increasingly commoditized due to consolidation into a few large vendors that have heightened customer’s sensitivity to total cost of ownership. Carestream sought a new and innovative way to improve the customers total cost of ownership through consumption based services that has resulted in the creation of a new business model that has disrupted this commoditized market and changed its dynamics in Carestream’s favor. Healthcare Information Systems Carestream also had an opportunity to optimize critical maintenance and performance of its Healthcare Information Solutions (HCIS) portfolio, which simplifies clinical data management throughout different imaging departments. As the IT ecosystem expands from just back-end infrastructure to more bed-side diagnostics or patient facing, maintenance and system uptime becomes even critical to healthcare providers.

  • PTC
    PTC is a global provider of technology platforms and solutions that transform how companies create, operate, and service the "things" in the Internet of Things (IoT). The company's next-generation ThingWorx technology platform gives developers the tools they need to capture, analyze, and capitalize on the vast amounts of data being generated by smart, connected products and systems. The company's field-proven solutions are deployed in more than 26,000 businesses worldwide to generate a product or service advantage. PTC's award-winning CEO, considered an industry thought leader, co-authored the definitive guides to the impact of the IoT on business in the Harvard Business Review.
  • Equipment & Machinery
  • Quality Assurance
  • Carestream is a worldwide provider of dental and medical imaging systems and IT solutions; X-ray imaging systems for non-destructive testing; and advanced materials for the precision films and electronics markets—all backed by a global service and support network. By applying insights and voice-of-the-customer feedback, the company creates inventive, elegant solutions that offer a smarter way forward.

  • Carestream wanted to differentiate itself in its markets by providing more responsive and innovative customer service through the development of IoT functionality. It sought to do this in two of its main business areas: Managed Print Services and Healthcare Information Solutions. It turned to the application of the Internet of Things (IoT) and created Carestream Managed Print Solutions (MPS), which uses IoT to monitor usage, enable the ordering of radiographic film, improve product uptime, and build stronger relationships with customers. Also the application of the Internet of Things (IoT) created Carestream Managed Print Solutions (MPS), which uses IoT to monitor usage, enable the ordering of radiographicfilm, improve product uptime, and build stronger relationships with customers.

  • Downtime, Inventory Cycle Count, Orders Processed, Purchase Order, Uptime
  • Mature (technology has been on the market for > 5 years)
  • Impact #1
    [Product Improvement - Customer Satisfaction]
    For its Managed Print Services (MPS) Carestream has been able to monitor and proactively respond to customer use of radiology film, preventing inventory problems and offering new consumption based models to customers.
    Impact #2
    [Product Improvement - Customer Satisfaction]
    MPS has also been able to provide proactive servicing for Carestream’s DRYVIEW line of laser imaging systems. Carestream’s customers were able to focus on providing a higher level of service to their own customer base.
    Impact #3
    [Product Improvement - Customer Satisfaction]
    For its Healthcare Information Solutions (HCIS)
    service, Carestream has been able to anticipate
    outages, eliminate downtime and provide its customer with useful information on the use of Carestream services.
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