Steris Healthcare Services

6

Achieving ONE of a kind service.

Steris is a global leader manufacturing sterilization and surgical equipment, and other medical and laboratory accessories. Steris Healthcare Services uses service excellence to differentiate from competition, protect margins, grow revenue, and increase customer loyalty. Severe market pressures forced clients to demand price and cost reductions, and expect higher levels of responsiveness. Still, Steris needed revenues to grow. Even single digit improvements in customer satisfaction would lead to additional revenue and profits. Steris focused on every customer touch point to drive innovation. Multiple low-cost action steps lowered expenses while enhancing customer experience.

IMPROVED CUSTOMER EXPERIENCE
Steris partnered with UP! Your Service to implement a service culture campaign including:

  • Service Leadership Workshops to identify Building Blocks for improvement
  • Town hall events to energize staff and recognize progress
  • 35 Workshop Leaders certified to implement Service Education for 1000 employees
  • 3 phases of Action Planning workshops over 3 years resulting in improvements to:
    • Equipment uptime
    • Response time
    • First Visit Fix Rate and total time to repair
    • Customer communication
    • Customer Experience and NPS survey results
    • Customer loyalty

“The UP! Your Service program is the cornerstone that helped STERIS revitalize focus on our Customer, helping us differentiate our offers in a price-sensitive marketplace and drive customer loyalty.”

Mark English
Vice President, Operations, North America
STERIS Instrument Management Services

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