Beyond the Service Agreement: A proven relationship built on trust
BC Technical services eight CT scanners across multiple facilities for St. Joseph’s Imaging Associates, a radiology group in central New York. According to Lauren Bellotti, Director of Radiology at St. Joseph’s, the relationship is built on exceptional service and outstanding communication. “I could not get this level of service from an OEM,” she says.
A SEAMLESS TRANSITION. St. Joseph’s Imaging Associates started working with BC Technical in January 2015, when BC Technical acquired Virtual Medical Sales. As a longtime partner with Virtual Medical, St. Joseph’s had experience working with a third-party service provider. But they were impressed with the smooth transition from Virtual Medical to BC Technical.
“It was like nothing happened,” Bellotti says. “It was very seamless and we had no issues.” -Lauren Bellotti, Director of Radiology at St. Joseph’s with David Arthur, Regional Service Manager at BC Technical.
PEACE OF MIND. Since then, Bellotti and her team have had an excellent experience. “The service is phenomenal and nothing short of exceptional,” she says. “Simply stated, there’s no better service.” She praises David Arthur, Regional Service Manager, as a key reason for the successful partnership. She can call him directly at any time – without dialing a corporate hotline or waiting on hold – which makes all the difference.
“To be able to call him at any time is great,” she says, adding that the BC Technical field engineers are available to her and her team. “I know all their names, I have their cell phone numbers, and I can call them whenever I need them.” Bellotti adds that the field engineers’ service goes beyond routine maintenance and service calls. “They’re beyond a service provider; they are our service partner. I know I can call Dave or any of the field engineers, even if it’s for something beyond their immediate area of responsibility. If I have a question regarding a different unit or another kind of issue, he’s always willing to give advice.”
LESS DOWNTIME. MORE PRODUCTIVITY. With dozens of scanners across eight locations, keeping units up and running can be difficult. Recently, three units in multiple facilities went down within two days. But Bellotti says that BC Technical was up for the challenge.
“They were right on top of it,” she says. “I didn’t have to do anything. Not having to manage the details makes my job so much easier.” This level of communication also significantly reduces downtime. “You’re right on the phone with the field engineers, they know your units, and they know right off the bat what to do,” she says. “There’s no waiting around.”
SUPPORTS EQUIPMENT AND FINANCIAL GOALS. Bellotti says that working with BC Technical has supported St. Joseph’s equipment needs and financial goals, without sacrificing service quality.
“Service cost is a huge expense regardless of who you use,” she says. “But with BC Technical, we’ve been able to allocate the money we’ve saved towards the purchase of new equipment and service – and we still don’t pay what we’d pay for just service with an OEM.”
GROWING RELATIONSHIPS. GROWING SUCCESS. Bellotti says she has recommended BC Technical to her colleagues.
“Give it a try, you won’t be disappointed. It’s as simple as that.” She also credits BC Technical as a key element to serving their communities and patients. “It’s been nothing but a great experience,” she says.
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On September 19,2019, Philips issued an urgent field safety notice to all Forte family users to discontinue use until further notice. This applies to all Fortes, including the Powerpack and the Jetstream. Our solution for our valued customers Remove Forte…
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Boyd Jewkes, IHC
“I just wanted to tell you how much I appreciate your company and your service guys. We have been with your company around three years now, and I can´t say enough good things. These guys are the best. They have gotten our cameras up numerous times over the phone by walking our technologists through some basic troubleshooting. (They) can almost always diagnose a problem right over the phone. They will in turn order the parts, and come in and have the camera up and running with minimal down time.
I am a manager who manages a big department. I work with all types of service technicians. Your employees are some of the best I have ever come across. Please keep up the GREAT work …”
Terry Hopper, VA Medical Center Martinsburg WV
“I wanted to take a few moments to express my complete and overwhelming satisfaction with the job [BC Technical] does for my department. A few years ago BC Technical took over the service and repair from [an OEM] of all of [the molecular imaging] equipment in our department. Since that time I have been overjoyed with the service that many of your service engineers have done. I wanted to let you know that your company has gone above and beyond and continues to do so every day.”
Chad R. Morgan, Oakwood Hospital and Medical Center
[In the past], “there are two types of engineers that I have come across, one that has great knowledge and poor customer service and one that has great customer service but least experienced. Pete Nerat has both! The knowledge that Pete has and the ability to calm all of us down during a crisis, is priceless! He was able to restore the software for a GE Signa MRI system from a catastrophic hardware failure and repaired Image quality problems at Tempe St. Luke’s. I am in charge of Radiology equipment for three hospitals and my staff loves what Pete can do. I recommend you take care of him, an engineer of his caliber is hard to find.”
Keith Lartigue, Renovo Solutions
I just wanted to compliment BC technical on the great service they have been providing to the nuclear medicine department. On Aug 19, the Pegasys was not rebooting and Tim Cook was able to walk Tricia from Biomed through the process of bringing it back up, in the mean-time the table on the Forte broke. That left us without a working camera and 2 patients with radiopharmaceuticals in them waiting to be imaged. Tim was able to help Tricia get one system up and Jeff from BC Technical came in about 6:00 pm and was able to get the Forte back up, the collimators changed on the V60 and the patients were imaged. If it wasn’t for having BC technical the nuclear medicine department would have not been operational that evening. This is just one example of numerous times that BC technical has helped keep the department going.