Tech Turns Carle BroMenn’s Monitoring Issues Around with High Customer Service Standard
COMPANY
Carle Health
BACKGROUND
Carle BroMenn Medical Center is a general medical and surgical hospital in Bloomington-Normal Illinois, and has served the Central Illinois area for nearly 125 years. Carle BroMenn previously had an alarm monitoring contract with a provider that was bought out by a larger company. After this acquisition, they began experiencing significant customer service issues, and began seeking new providers.
THE STORY:
When a few minor reliability issues required some work, and the previous provider took an unacceptably long time to deliver, Carle BroMenn turned to Tech Electronics. Dylan Leach, Technical Solution Sales for Tech Electronics, acted quickly in order to build a strong, trust-based relationship with the customer.
“I had previously reached out here and there, just to see if they needed anything, so when they looked our way we were already familiar,” he said. “I was shocked when I heard that the provider had been taking extended periods to get quotes out, and was having trouble supplying the labor for relatively straightforward work. At that point, for us, it’s not just about clearing the low bar that was previously set, but establishing a much higher standard and showing what real customer service looks like.”
This quickly made an impression with Carle BroMenn, and the relationship grew from emergent work to include some additional projects and eventually a monitoring contract, with Carle BroMenn migrating to Tech’s cellular monitoring option.
“The first thing I noticed was the responsiveness,” said Mike Bastian, Facilities Operations Manager for Carle BroMenn. “I could bring something up with Dylan or Mike (Preston, Operations Technician for Tech Electronics) and there would reliably be technicians in our office the next day. The quality of the work is good, and the practices are good too – a monthly report is generated and shows up without me asking for it, which was a level of accountability we weren’t used to seeing.”
Beyond the quality of the work itself, Tech’s familiarity and comfort level working in a healthcare environment also served to differentiate it, and make it a reliable partner going forward.
“Healthcare is one of the most regulated industries out there, if not the single most,” Mike Bastian said. “Tech was always up to the challenges involved. Their professionalism in working around the clinical staff and flexibility in dealing with our patient load went a long way, especially with all the practicalities involved in running a hospital at the moment. Tech has been a great find for us, meeting and exceeding everything they promised. It’s definitely a relationship we expect to grow in the future.”
