Customer Centricity &Healthcare SW Support

Chris La FrattaDirector of SW Service, Elekta

Agenda

• Background

• Elekta

• Customer centricity & SW Support

• Challenge

Background – Chris La Fratta

• Innovative business leader with a genuine passion for mentoring aspiring leaders and developing high-performing teams

• 15 years of driving breakthrough improvements healthcare for companies such as Hewlett Packard, Agilent and Philips

• Director of Software Service for Elekta

• Specialties include strategy, remote service and process improvement

• Education– BA, University of Massachusetts (Boston, MA)– MBA, Bentley University (Waltham, MA)

Elekta – Company Overview

• Elekta is a human care company pioneering solutions for treating cancer and brain disorders

• Headquarters in Stockholm, Sweden

• Offices in about 40 countries

• Approximately 3,500 employees worldwide

• Net sales* SEK 10,339 M

• Operating result* SEK 2,058 M

• Listed on the Nasdaq OMX Nordic Exchange since 1994

* Fiscal year 2012/13

Customer Centricity

SW Support – Our Customers

SW Support – Our Vision

Incoming calls Cases handling Issue resolution Escalations Customer loyalty

To be your partner of choicethrough quick & effective issue resolution

SW Support – What We Do

• Access to our technical and clinical expertise provides you with comprehensive knowledge to help expedite answers to your questions and resolution of your issues

• Call handling statistics– 5,000 calls answered per month– 70% of calls resolved same day– 99% remote resolution rate– Industry leading customer satisfaction

(MD Buyline and KLAS)

SW Support - Speed

Increase service response speed Increase issue resolution speed

SW Support – Expertise

• Diverse, high performing team of technical and clinical experts averaging of 10 years experience

• Technical staff with experience in Healthcare IT, Networking, Citrix and ASP/hosted solutions

• Clinical staff are former and current Radiation Therapists, Dosimetrists, Physicists and Registrars

• Dedicated and committed to be your partner of choice

Challenge - How Do We Get Better?

• Know our customers better

• Anticipate and proactively meet their needs

• Foster long term relationships

• Evolve into a total solutions provider