by
Gus Iversen, Editor in Chief | November 26, 2019
HCB News: How have your customer's needs changed over the years?
TS: They are definitely more “techy” than they used to be. With the world of multi-vendor service, they expect a great deal from their business partners. Uptime and response time have become much more important than in the past.
You know, it used to be a hospital would have four or five MRs and only running one or two of them. Now if there are four or five of them, they are all running 24 hours a day, so a customer’s performance expectations are significantly higher than they used to be.
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HCB News: What are you doing to meet those heightened demands?
TS: We have the ability regardless of the client’s budget to offer new, used, or reconditioned equipment, a range of training and service packages, and the ability to leverage our national footprint to improve service and reduce down time. We also provide clients with one number to call for all ultrasound, CT, MR and x-ray service.
We have also aligned the teams we acquired from Nationwide Imaging Services Inc, Conquest Imaging, Consensys Imaging Service, and the MXR headquarters for a centralized service and dispatch call center, which provides efficiency and keeps us in compliance.
HCB News: Are acquisitions where you see the growth opportunities verses hardware or equipment sales?
TS: The future growth of our company is based on service. Our original motto 60 years ago was “Service is Our Only Product.” Service is what we are going back to, but we are broadening our services to include expertise on multiple modalities.
HCB News: So, it is fair to say that at the time of this interview, MXR is also looking at other service acquisitions to expand your capabilities.
TS: Yes. Future acquisitions will focus on enhancing our service capabilities along with the capabilities of our employees.
HCB News: How do you, as company president, keep pace with the changes that are occurring in the industry?
TS: I spend my time absorbing industry research, meeting with clients, attending conferences, and connecting with industry thought leaders. I am fortunate to have terrific people who are passionate about technology and providing the solutions our clients’ need.
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