In 2013, IBA’s Customer Services Operations department reached an impressive milestone: all active centers ended the year with a clinical availability well above the contractual targets. Breakdown management programs that were started in 2012 clearly achieved their objective - to resolve breakdowns impacting clinical operations more quickly and effectively in 2013.
The IBA Customer Services Operations team worked along two axes to improve equipment and service delivery. Sophie Dessart, Customer Services Operations Manager at IBA, says: “A lot of effort was spent training IBA operations and services teams and aligning vendor teams on the department’s ambitions. A new five-level escalation process was put in place to provide the right information to the customer, assign the right expertise at IBA for fast and efficient recovery and take the decision process to the required level inside IBA, so that the necessary resources could focus on the issue and solve it.”
In 2014, the Customer Services Operations team is continuing with these programs, and is also expanding with new programs and guidelines to react even more effectively and proactively to issues that arise.
For more information contact Sophie at

Clinical availability of all IBA customers exceeds targets in 2013

Clinical availability is influenced by several aspects, but it depends mostly on whether IBA on-site support teams are installing new functionalities while the center is operating. Centers that have been functional for many years have the highest uptime, because usually the installation is complete. In the more recent centers IBA teams usually are installing new modules and functionalities at night or in-between working hours or even in parallel with clinical activity.


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