Responding to Customers
Basic Concept
The Olympus Group is engaged in a variety of initiatives to provide better products and services to healthcare professionals, our customers, in order to contribute to its purpose of "Making people's lives healthier and safer.” We have established a global system to accurately handle various aspects of customer service, from product sales to in-use support and repairs, and are engaged in daily operations.
Initiatives
Building a relationship of trust with customers
The Olympus Group believes that a relationship of trust with healthcare professionals is key to providing better products and services, as well as to making people’s lives healthier and safer, and monitors customer satisfaction at various points of contact with customers—including sales and after-sales services—in Europe, the Americas, Japan, and Australia. Based on the monitoring results, issues are clarified and prioritized, the impact on business is quantified, and feedback is provided to each overseeing department to improve quality. The purpose of these ongoing initiatives is to boost our relationship of trust with our customers.
Compliance in sales activities
Based on the Olympus Group Code of Conduct, the Olympus Group conducts thorough compliance education to ensure the safety of its products and services, eradicate discrimination and harassment, comply with ethical business practices, and protect personal information and other information assets.
Post-sales activities
The Olympus Group’s core products, endoscopes, are precision instruments with special complex structures inserted into the body as part of reliable medical procedures performed by healthcare professionals. We systematically provide a variety of post-sales support, as the products require inspection prior to use, proper reprocessing (cleaning, disinfection, and/or sterilization) after use, and regular maintenance.
- Installation, operation check, and instructions on equipment operation
- Provision of optimal support through regular visits*
- Proposals to prevent failures*
- Provision of information on pre-use checks and maintenance of products*
- Equipment inspection by service staff*
- Proposal of operation plans tailored to equipment usage conditions
* This service is provided upon customer request.
- Call center response
The call centers respond to inquiries in detail with systems suited to each region. We also respond to inquiries through our website. Call centers in some countries are staffed with teams dedicated to handling and troubleshooting equipment currently in use. - Field service staff response
Field service staff promptly arrive at the site to inspect equipment and take steps to quickly get the equipment up and running in the event of an issue. - Repair support
We have established repair systems in each region of the world. In addition, centralized repair centers have been established in key regions to ensure prompt and stable repair response to severe failures. To minimize disruption to the healthcare delivery system, we will also arrange for alternative equipment* when repairs are needed. In the U.S., we have developed a portal site to check on the status of repairs.* Please note that we may not be able to obtain a replacement right away, depending on the product.
- Failure prevention
We conduct training* on how to use equipment to avoid damaging it, in accordance with customer requests.
* For customers with service contracts, failure prevention training is provided, based on the failure occurrence status and details of the failure with a view to preventing recurrence.
Repair site
Each Olympus Group repair center is equipped to respond promptly to customer repair requests. In addition, the Olympus Group has an integrated backup system to handle emergencies including disasters.
