At Epica Animal Health, we understand the critical importance of reliable CT machines in veterinary practices. Recognizing the challenges faced in the past, we've embarked on a transformative journey with our EpiCare warranty program. This evolution reflects our unwavering commitment to providing top-tier service and minimizing equipment downtime, a mission that has reshaped our approach to customer support and technical excellence.
With over 400 machines in veterinary practices across the world, our service team has developed a system of standard approaches that is flexible enough to accommodate how you use your machine in your clinic. This large number of machines we have in the field gives our team experience in being able to quickly diagnose and fix your machine. We also track data on everything we fix, so that our preventive maintenance can be adjusted to anticipate your machine's needs. Our experience and expertise that come from this robust foundation offer you peace of mind that our technicians can quickly fix whatever problems your CT may have.
Historical Challenges and Responsive Innovations
Historically, lengthy downtimes were a significant challenge for us. In years past, our downtime averaged around 30 days. Recognizing the impact on veterinary practices, we knew we needed to dramatically reduced downtime. Our journey began with a comprehensive analysis of common service issues, leading to a strategic overhaul of our approach to maintenance and repairs.
Strategic Reduction in Downtime
The result of our efforts is a remarkable reduction in average downtime to less than seven days. This achievement was made possible through a series of targeted initiatives:
Enhanced Technician Training: We invested heavily in the training and development of our technicians. This ensures that every professional arriving at your practice and answering the phone is not just a technician but an expert in CT system care.
Streamlined Service Protocols: By refining our service protocols, we've made our response times quicker and more efficient. This includes the implementation of advanced diagnostic tools and service methodologies.
Initiating a U.S. based parts and service warehouse: One of the root causes of lengthy downtime was waiting on essential parts to ship to the U.S. from our manufacturing facility in Italy. Now, we house a large supply of essential parts in our facility in South Carolina to eliminate wait times for trans-Atlantic shipping.
Data-Driven Approach to Service Enhancement
Our commitment to service improvement is grounded in a data-driven approach. We meticulously track every service call, repair, and maintenance activity, analyzing this data to identify trends, potential improvement areas, and training opportunities. This relentless pursuit of excellence means that the EpiCare program is continuously evolving, always aiming to set higher standards in veterinary CT machine care.
Proactive Maintenance: A Core Philosophy
A significant part of reducing downtime involves shifting from a reactive to a proactive service model. This includes:
Regular Preventive Maintenance: Scheduled check-ups and maintenance work are integral to preventing major breakdowns.
Predictive Maintenance: Using advanced analytics to predict potential issues before they become significant problems.
Customer Education: Empowering veterinary practices with knowledge and best practices to optimize the use and care of their CT systems.
EpiCare: A Testament to Continuous Improvement
The evolution of EpiCare is a testament to our commitment to continuous improvement. We are not just responding to service calls; we are anticipating needs, preventing issues, and ensuring that every veterinary practice we partner with experiences minimal disruption.
EpiCare's evolution represents more than just a service improvement; it embodies our dedication to the veterinary community. By reducing downtime, enhancing our service quality, and focusing on preventive care, we ensure that veterinary practices can concentrate on what they do best – providing excellent care to their patients, with the confidence that their CT systems are in expert hands.