Enhancing Customer Engagement by Revitalizing the Customer Solution Center

B-Line Medical
Aug 9, 2017 · 2 min read

With one call, you have access to B-Line Medical’s dedicated technical support team. Our team operates 24/5 with knowledge specific to your system to address your needs as they arise.

In 2016, during our annual Client Symposium, attendees tasked B-Line Medical with revitalizing the Customer Solution Center. The Customer Solution Center is a convenient and personalized online platform that offers support when clients need it most. The Customer Solution Center is ideal for offering timely and detailed solutions and assisting clients who might prefer an alternative when contacting B-Line Medical. While the Customer Solution Center has always been available, here are a few ways we decided to enhance customer engagement.

Redesign of the platform

To accommodate a smarter design, we created a customized theme for the Customer Solution Center. The theme presents a clean, contemporary look. Usability is key, therefore the search toolbar has been optimized. Users have the option to search by single or combined words to easily navigate to documentation. B-Line Medical informs clients of recent events through the announcements section. The redesign features “Promoted Articles” to alert clients of the latest events and actions. Another feature includes the Recent Activity section, which tracks an event log of recent postings to the Customer Solution Center. Lastly, the Community feature allows clients to provide ideas and ask questions. The comments are accessible to all clients and B-Line Medical employees, which creates engaging conversation about the industry and functionality of SimCapture and LiveCapture.

Short Video Tutorials

We heard your cries, and we took action! We’ve implemented short video tutorials, focusing on functionalities of SimCapture and LiveCapture. Our goal was to create short tutorials, which do not exceed seven minutes. The recordings focus on a range of topics, from navigating through your SimCapture system, to installing DebriefCast. The tutorials are based on functionality in SimCapture and LiveCapture.

Simplified Navigation

Another way to enhance accessibility is improving the site’s navigation features. The Customer Solution Center contains documents for many scenarios. Whether you’re a new or existing client, navigating a new platform can be overwhelming. The new menu structure contains headings for new clients and clients with experience. If you’re just getting started, we’ll direct you to the section titled “Getting Started.” For experienced clients, you’ll have access to “Tip Sheets.”

Integration of Social Media Platforms

There is no denying that social media is taking over. Integrating social media apps encourages collaboration and interaction with our clients. The Art of Social Media allows us to share client reviews, and the latest news of B-Line Medical. Follow us!

Stay informed! Please remember to follow posts on the Customer Solution Center to stay informed of new product releases, company announcements and training documentation.

B-Line Medical

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A Laerdal Company. We provide healthcare educators and clinicians with video-driven solutions to effect real and immediate improvement in the delivery of care.