An integral part of the company’s history, service quality is part of Medsquare’s DNA

THE CHARACTERISTICS OF MEDSQUARE’S SERVICE.

AVAILABILITY

All Medsquare employees are keen to respond quickly to customer requests, whether they are of a commercial, application, technical, administrative or accounting nature. The Medsquare employee who takes the request into account ensures that the person most competent to respond to it is informed as soon as possible.

CUSTOMIZATION

As a company on a human scale, we know each of our customers intimately, and each customer knows his familiar contact very well. Medsquare takes all of the feedback from its customers – needs, suggestions and ideas – into consideration. Needs are prioritized and ideas complement those generated internally by Medsquare’s teams. Moreover, 50% of the development of Medsquare’s solutions and their functionalities come from customer feedback.

FLEXIBILITY

Even though we are ISO certified and have an efficient quality management system, Medsquare remains agile, flexible and responsive. Indeed, Medsquare quickly provides a solution (even if it requires specific development), and we’re ready to modify a process that has always worked well if it turns out to no longer be suited to our customers’ needs.

THE VERSATILITY OF MEDSQUARE’S TEAMS

OUR COLLABORATORS

To provide rapid and effective responses to different customer requests, the profiles of Medsquare employees are diverse, even within the same team (e.g. the after-sales team is made up of expert technicians, developers and application engineers).

TECHNICIAN / SALES PERSON / ENGINEER

Medsquare strives to provide answers concerning the technique, applications and feasibility of developing a new product or feature.

The Medsquare technician has perfect knowledge of all products and can recommend one solution over another to his customer.

The Medsquare salesperson is perfectly familiar with the technical aspects of his product and can answer most of the customer’s questions in order to identify the best solution and offer the right product.

The Medsquare application engineer has the most versatile profile. He is in constant contact with his client and masters the technical, application and commercial aspects. If necessary, he can quickly take the place of a salesperson or technician.

This versatility within the Medsquare team is unified and enhanced by the team spirit, the fluidity of internal communication, and by the sharing of a common motivation.

MEDSQUARE IS A HUMAN-SIZED COMPANY AND VERSATILITY IS A STRENGTH THAT PERMEATES ALL ITS TEAMS.

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THE DEVELOPMENT TEAM

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Medsquare relies on a responsive development team composed of specialists who have been in the field of medical imaging for over 20 years.

The development team listens to the team in contact with the customers and thus takes customer needs into account. This constant exchange allows Medsquare to be responsive to customer requests, which can vary from a simple correction to the development of a new feature.

For example, 75% of the new features integrated over the last three years on our DACS RDM come from feedback from RDM users.

PROJECT MANAGEMENT

Medsquare is committed to providing solutions adapted to each institution and to each medical imaging service. We put into place all of the required resources in order to meet our commitments and complete our projects successfully.

Medsquare strives to be proactive in communicating with the customer to complete the project in several stages:

The sales manager identifies customer needs and leads the exploration phase that will result in the proposal of the right solution.

The project manager and the technical manager confirm the feasibility of the project and define a schedule in agreement with the institution’s project manager. They appoint a qualified team for the deployment and ensure the smooth execution of the project.

The team dedicated to each project is in charge of the implementation of the solution in line with the terms defined and the deployment schedule agreed. The deployment phase ends with the verification of regular service (VSR) and the finalization of the various trainings.

Example of RDM DACS PROJECT MANAGEMENT – DEPLOYMENT PHASE

PROGRESSIVE DEPLOYMENT

Medsquare offers various models of gradual deployment to overcome organizational and budgetary issues.

  • Deployment level adjustable according to the client’s budget and resources
  • Integration of modalities by scope according to a priority list established by the client

DEPLOYMENT PHASE

  • Installation on the physical or virtual server of the DACS
  • Contact with the various manufacturers for the integration of the modalities
  • Contact with suppliers of information systems for RIS / PACS communication

TESTS AND VALIDATIONS

INITIAL TRAINING AND CONTINUING TRAINING

Any possible additional costs linked to underestimation of the time required, of the materials, of the software to be implemented, and of the developments are always borne by Medsquare.

TRAINING AND PERSONALIZED SUPPORT

Medsquare’s solutions involve several representatives of the medical staff in a healthcare institution, and the training is adapted according to the profile of users and services. Medsquare customizes the training to the needs of each client.

COMMITMENT TO TRAINING

Definition of training parameters according to the client’s wishes and according to a detailed schedule.

Adaptation of training according to the user’s profile and the project’s progress: initial training after deployment, additional periodic training.

COMMITMENT TO SUPPORT

Medsquare offers regular updates of its solutions and associated training according to technological developments in the product, according to the specific needs of healthcare professionals and institutions, or according to changes in regulations. The dedicated Medsquare team supports healthcare professionals throughout each project and intervenes on demand.

Unlimited application support is available to answer all questions related to the use of our software solutions.

AFTER-SALES SERVICE TEAM:

dedicated technical support and attentive experts

Eager to offer optimal service, expert and attentive technicians will accompany you after the deployment of the solutions. Our service includes technical assistance on all Medsquare solutions. We consider the specific needs of each healthcare professional in medical imaging through active listening and strong responsiveness in the development of our solutions and the quality of our services.

Notification of a product failure may be sent to the technical support, either by phone or by e-mail.

Support is available from Monday to Friday from 9 AM – 6 PM:

+ 33 1 55 25 62 50

support@medsquare.com

The response times are as follows:

  • Immediate Remote response and intervention (Immediate)
  • Remote intervention by remote maintenance (0 – 30 minutes)
  • Standard on-site intervention (H+8 working hours)

PREVENTIVE MAINTENANCE

We offer periodic interventions to ensure the proper functioning of our deployed solution and to reduce the risk of failure. We believe that, for this type of solution, it is better to intervene once per year on-site and to provide remote maintenance 4 times per year (once per quarter) to update the software/hardware and check whether the use of the system is optimal.

CORRECTIVE MAINTENANCE

Corrective maintenance is initiated upon a call from the hospital. This type of maintenance restores normal operation of the system after a failure.

MONITORING (DEDICATED FOR THE DACS RDM OR TERABOX PACS)

In order to guarantee the security of the dose reports and archived examinations, Medsquare has a monitoring service that identifies possible anomalies in the system. Everyday a report is generated and e-mailed to our services to ensure the proper functioning of the system. In the event of an anomaly, an intervention is immediately planned. A report is also generated containing all activity during the month.