GE Healthcare has increased service revenue by $10 million through its digital transformation efforts.
In 2014, GE Healthcare began to think about how to modernize its interactions with customers. The medical industry giant, which operates in more than 140 countries and has approximately 10,000 field service engineers around the world, also recognized the need to modernize its own infrastructure. “We found ourselves in a spot where we had a number of different and disparate systems in use across the world that in some cases were mainframes, and even in some cases were different software solutions that had complex ecosystems of tools built up around them,” explains Aaron Thomann, VP – digital – field service, parts and repair, at GE Healthcare. “We realized that, in the long run, you can’t stay on these systems forever. We needed to not only get more modern technologies but take the time to be introspective about our processes and how we modeled our service offerings.”