One of the world’s largest healthcare innovators used a vendor network to maintain its diverse products in more than 100 countries. Service engineers needed to sort through a single 300-page reference manual to troubleshoot even minor issues for the company’s broad range of products. Although the healthcare leader had provided laptops for engineers to review the manual during service calls, vendors struggled to move back and forth between the laptop and equipment. Reducing the engineers’ maintenance times would enable end-user facilities to more-quickly resume their healthcare services. The health tech leader therefore sought to deploy a secure application across its global vendor network to improve their service efficiency.



Wipro worked with the healthcare innovator to resolve three key issues. First, improving the technicians’ ability to search the manual would accelerate the service process. Wipro segregated the reference manual into multiple smaller documents that addressed different issues and user requirements. This information was then incorporated in an integrated and unified progressive web app (PWA) designed and developed by Wipro.


Aware that engineers spent much of their time offline, the leader then asked Wipro to develop a mobile app that would enable technicians to access and switch between encrypted manuals even when offline. The mobile app should also include search functionality so vendors could scan for specific issues mentioned by users and download the appropriate manual. And, by allowing only registered vendors to login, the mobile app offered increased security.


Third, the PWA and app helped the technology leader itself gain efficiencies by streamlining the process by which it updated reference materials. Approving and uploading documents about various repairs for different components was time consuming and cumbersome. The PWA and mobile app, however, enabled content creators and approvers to complete their work easily and seamlessly by verifying and approving documents uploaded through the PWA via mobile phone.



Using these solutions, technicians could more efficiently locate and use the appropriate manual while repairing equipment at healthcare facilities. The offline functionality also enabled vendors to improve their issue-resolution rates during their first visit, improving the customer experience. And, by improving the efficiency of content-approval processes, the healthcare technology leader was able to save both time and money.

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