Customer Service Center
Medical Equipment Service, Repair, Maintenance and more…
Customer Service Center at Protecta Vision work as reputable player in the Healthcare Sector in KSA. Our reputation for excellence is well established and highly-respected in KSA.
In our Customer Service, we deliver high-quality world-class Maintenance Services to more than 5000 Medical Devices installed in KSA, with a focus on convenience and rapid service. Our teams were dedicated to provide services with round-the-clock support. We provide quality solutions to meet clinical and operational needs, and we’re continually improving our services to support our customers.
Protecta Vision Customer Service provides Medical Equipment Service to Hospitals & Medical Facilities for all Public & Private Sectors, with a dynamic Service Departments.
On-site field Services are offered Kingdome wide. Protecta Vision provides Installation of Equipment, PPM & Emergency repair. Service Contract can be configured with 24-hours support, up to 05-hours response time, 98% Up-Time, and loaner equipment when necessary.
Whenever needed, we offer bench service for biomedical equipments repair, and consulting service for equipment management.
We also provide Technical Education Services
We answer all your questions and provide you with total solutions relating to Biomedical Services for:
- Contrast media injectors
- Renal Dialysis
- Monitoring Systems
- HBO Systems
- Bayer: Medrad ProductsSteelco
- Ritter Dental
- Royax Medical
Our brand philosophy when it comes to Client Satisfaction:
Client satisfaction is about building a strong professional relationship with all our customers, which is grounded in honesty, fairness and integrity of service. We provide and deliver professional, helpful, high quality performance in our services. We don’t just say it, we act on it. Our brand philosophy when it comes to Client Satisfaction includes the following:
- Customer First Approach
- Rapid & round-the-clock service
- We don’t just say it, we act on it
- High quality maintenance services with a focus on convenience and rapid service
- Straightforward and honest
We stay in sync with the changing standards:
We improve our performance, monitor our progress, change readiness, adhere to timelines and execute with speed and high response. Our Service Quality and Process Section is responsible to monitor, control, measure and maintain the service delivery and ensure the quality to be within the standards by controlling the Response Time, The Down Time, The Frequency of Visits per failure, etc.
Customer complaint is Our Priority:
Listen to the customer, acknowledge the issue, gather all the facts, implementing the customer-centric system, giving them importance and offering a better solution.
Providing our clients with the best quality of after-sales support:
- Carrying out the installation, commissioning, technical training, PPM’s and other service activities on time.
- Responding immediately to all calls with enthusiasm and dedication to their job and to close the job within the timeframe.
- We provide the finest quality service with state of the art tools and brand new spare parts to resolve any technical issues.
- Our team take good care of our clients, thanks to our rewarding system.
Ongoing trainings for our staff:
- Continuous education programs in our company, providing trainings, enhancing Technical and Soft Skills “servicing, repairing, negotiation skills and dealing with the customer”.
- Upgrading and enhancing our knowledge as per the latest development of the device and this is done twice a month.
- Continuous International Service Trainings for all the products that we are dealing with.
Feedback mechanisms to assess customer satisfaction with our services:
In our newly developed system, our customers have access to provide feedback to our Customer Care Center or directly to the Customer Support Engineers, whether it may be in service or the whole operations. We make sure that their complaints and assessments were recognized and dealt with seriously. Additionally we are conducting customer satisfaction and evaluation surveys through the after-repair visits by our customer success reps and through mobile apps. Also we are monitoring and analyzing service quality standards like average yearly system availability and uptime.