He adds that the company is also looking at expanding the service to equipment outside of imaging, particularly its laboratory diagnostics business. "We believe that although they don’t have direct clinical interactions, their equipment is in some cases more critical than some imaging systems. So yes, we’re looking at our laboratory diagnostics line to figure out what is different and what is the same. That’s where we’re focused right now."

The new offering not only aids providers in creating a service and maintenance plan that reduces unnecessary downtime, it increases communication between them and Siemens. This is especially important to have when negotiating and tailoring the service offerings during negotiations to determine the best option for a facility, as various factors drive different levels of service required by each practice, according to McCallum.

“Customers are looking to better align costs to criticality — certain imaging devices or lab devices are more critical than others, and they want to align coverage more to level the criticality; patient criticality, financial criticality, [as opposed to] getting a blanket approach to service delivery across a large install base,” he told HCB News in August for a story on negotiating and tailoring an individualized OEM service contract. “Higher level to some systems and departments, lower level to others.”

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