Diebold Streamlines AmerisourceBergen Technology Group's Service Delivery

Single-source partnership provides increased efficiencies, cost savings and improved customer satisfaction



Diebold delivers complete pharmaceutical equipment management services to AmerisourceBergen Technology Group's pharmacy, hospital and healthcare customers.

Looking to simplify its customer service operations, AmerisourceBergen® Technology Group (ABTG) has consolidated the delivery of its pharmaceutical equipment management services to Diebold, Incorporated (www.diebold.com). Diebold is now the single-source provider of installation, preventive maintenance and repair services for ABTG's pharmacy automation customers. The relationship provides ABTG with more efficient service delivery, reduced costs and enhanced customer satisfaction.

ABTG - a division of AmerisourceBergen, one of the world's largest pharmaceutical service companies - delivers pharmaceutical supply chain management solutions to healthcare providers throughout the United States and Canada. With headquarters in Buffalo Grove, Ill., ABTG offers equipment to pharmacies, hospitals, physician offices, clinics and other
facilities to assist in storing, dispensing and distributing prescription medications. To ensure optimum performance, this equipment requires periodic maintenance, including both scheduled and emergency services.

Previously, ABTG relied on multiple third-party providers to meet its equipment servicing needs. By integrating all of its equipment installation and services into a single partnership with Diebold, ABTG has observed noticeable improvements, including more consistent service delivery, faster response times and improved customer relationships.

"We have raised our level of service by shifting all of our field services to Diebold," said Tony Guarino, vice president, customer support services, ABTG. "Having a single, reliable point of contact enables us to maintain consistency in our service delivery. It also means our customers only have to coordinate with one provider, which minimizes disruptions for them and makes scheduling maintenance visits much easier."

Between ABTG's pharmaceutical cabinet, vial-filling and packaging service offerings, Diebold is servicing more than 19,000 pieces of equipment for nearly 1,100 customers. Even with minimal notice, Diebold's field service technicians are able to perform any required activities, such as site surveys, diagnostic testing, maintenance and repairs, on any visit. Diebold provides this responsiveness through its North American network of more than 4,000 service professionals who can visit ABTG's customer sites whenever needed.

"Diebold has an extensive service organization that is readily available anywhere ABTG's customers operate," said Mychal D. Kempt, vice president, North American sales and service operations, Diebold. "Our field service technicians can quickly be on site to rapidly address the needs of ABTG's customers. To ensure they are prepared to install, inspect and repair ABTG's diverse product lines, we have implemented a customized training program for all technicians serving ABTG customers."

To help ABTG determine how well it is meeting customer expectations, Diebold provides a variety of field service delivery metrics. This data enables ABTG to measure such information as service performance, hardware failures and parts inventory management, and decide if any service adjustments are required.
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