Page 15 - Mobility Management, January 2018

our service and repair business, and we’ve seen those satisfaction scores go up dramatically, tied speci cally to the remote service program,” he said.
While the program can be especially valuable to consumers living in rural areas, ultimately all Numotion end users bene t from the greater ef ciency the program provides.
“The thing I get most excited about is we get to see a lot more patients by doing this,” DeGraff said. “If we can put a skilled technician with a computer screen and the right applications in place to be able to help out a customer immediately, we can save days and weeks in cycle time, we can pre-order parts, we can take care of customers faster and more ef ciently as well.
“A little more than a year ago, we’d put [a technician] in a van, and he’d go from one home to another to another. If I’m lucky, he can see four or ve people a day, depending on distance, time and traf c. Now, we can see 10 plus, and that makes a huge difference.”
Ultimately, DeGraff would like to see all service calls begin with a conversation with a remote technician.
“We would like every type of service event to start
with this type of intake. That’s why our ramp-up and our investment have been pretty fast and furious. It has huge bene ts for our customers: It has bene ts for our payors, it has bene ts for us. It’s win-win-win across the board.”
Numotion’s remote technicians are all industry veterans, DeGraff said, chosen because of their comprehensive service experience with power and manual chairs. And Numotion has remote technicians installed across the country to accommodate customers calling from different time zones.
Already, DeGraff said, consumers have praised the program, and so have Numotion’s employees.
“Our employees love it,” he said. “From just a pure
job satisfaction standpoint, technicians go out more prepared. Our techs feel like they’re far more productive, they waste a lot less time, they’re more prepared for their service events.
“Being in operations, there’s usually some sort of a trade-off [in a new initiative]. This one is truly a win-win. That’s why Numotion has invested in this.” m
MM Beat Continued on page 30
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MOBILITY MANAGEMENT | JANUARY 2018 15