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Media Release

Alcon Enhances Surgical Service Offering, Strengthening Support and Driving Customer Satisfaction Gains

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Alcon, the global leader in eye care and a division of Novartis, has bolstered its customer training and technical service operations, further strengthening support to healthcare professionals and overall level of customer experience with Alcon surgical equipment. These efforts have been well-received by Alcon’s surgical customers who gave their services strong scores on a recent customer satisfaction survey. Alcon brought technical service and training functions together to form the Clinical and Technical Services organization. This team is tasked with installing, maintaining and training customers on market leading technologies across cataract, refractive and vitreoretinal surgery.

“Alcon’s field service offering is one of our core strengths, and we are pleased with customers’ positive response as we continue to strengthen and evolve our clinical and technical operations efforts,” said Seba Leoni, Vice President & Global Head, Surgical Suite, Alcon. “Service is a critical component of our portfolio, and is often a key factor for healthcare professionals when selecting a technology for their practices. Our ability to offer market leading technologies, supported by best-in-class services, allows customers to fully realize the potential of Alcon’s products, helping them deliver the best surgical outcomes for their patients.”

In May 2017, Alcon conducted a survey of 428 Alcon surgical customers who had recently experienced a service visit to rate their satisfaction compared with other medical device companies’ services. Alcon’s field service team received an overall ranking of 4.9 out of 5, earning a near-perfect 5 in the categories of “time it took to complete repair” and “professionalism of technician.” They also ranked a 4.7 in “ease of requesting service” and “time to arrive at location.”

The core pillars behind the success of the group are:

  • Reach: With more than 1,000 clinical and technical experts globally, Alcon aims to make its team accessible and equipped to fulfill customer and patient needs. Alcon also offers 24-hour call center support.
  • Expertise: The Field Service Engineers and Clinical Applications Specialists have extensive industry experience and undergo strict training, certification and recertification courses each year to ensure the highest level of support throughout the life-cycle of our technologies. The Field Service Engineers receive more than 100 hours of training and certification each year.
  • Partnership: Clinical and technical experts provide collaboration and support to ensure customers receive the right training, resources and support to maximize efficiency and surgical outcomes.

For more information on Alcon’s service offerings, healthcare professionals should contact their sales rep or call 1-800-TEC-SVCS.