Connecting Patient, Device, and Field Operations in in Medical Device Manufacturing
Territory
Multi-state field team
Focus
Implantable neuromodulation technology
Market
Physicians & healthcare organizations
ERP
Existing system retained
5 weeks
Initial team rollout completed
30 users
Onboarded within first 12 weeks
6 workflows
Connected into one platform
The Challenge
Too much time spent stitching together spreadsheets
- Limited visibility into patient and case progress
- No clear view of order and implant status
- Devices at customer sites awaiting implantation were hard to track
- Physician training and readiness lived outside any system of record
- Territory assignments and rep activity were inconsistent
The Solution
A platform built around their operations
Approach
Layer, not replacement, for existing ERP
Compliance
HIPAA-compliant environment
Access
Mobile access for field representatives
Reporting
Custom dashboards across all workflows
Key Capabilities
Six workflows, one connected system
Together, these capabilities gave them a connected view of patient, device, physician, and territory activity, improving visibility, coordination, and accountability across the organization.
Patient & Case Tracking
Patient records, implant cases, procedures, and follow-up activity managed through connected workflows, with automations reducing repetitive admin work.
Customer Device Visibility
Clear insight into devices at customer sites not yet implanted — connected to patients, cases, physicians, and reps for full context.
Physician Training Tracking
A structured way to document training and give reps visibility into physician readiness across their territories.
Internal Documentation
Documents connected directly to the relevant patients, cases, physicians, or facilities — no more searching across folders.
Territory & Rep Assignment
Custom assignment logic connecting physicians, facilities, and cases to the right territory reps for consistent ownership.
Mobile Field Access
Reps can access and update patient, case, and device information in the field, without waiting on an internal update.
Implementation
Structured rollout, built around real usage
1–2
Weeks 1–2 · Environment customization
The servis.ai team customized the demo environment around the manufacturer's patient tracking, device visibility, training, documentation, and territory needs.
3–4
Weeks 3–4 · Configuration
Workflows, automations, permissions, assignment logic, and dashboards were configured and prepared for rollout.
5
Week 5 · Initial rollout
The first 15 users were added to the account and began working in the new environment.
12
Week 12 · Full rollout
Another 15 users were added, bringing the total to 30 within the first three months.
The Results
A connected operational platform, in 12 weeks
- A centralized view of patients, cases, procedures, and documentation
- Greater insight into devices at customer sites not yet implanted
- A connected operational layer supporting the manufacturer's existing ERP
- More consistent physician training records
- Clearer territory and representative assignments
- Less reliance on spreadsheets and repetitive paper tasks
- Mobile access to current information for field representatives
- A flexible foundation for additional workflows as needs evolved
Why it Matters
A device rarely exists in isolation — it can connect to a customer location, a patient, a physician, a training requirement, a procedure, even internal documentation. An ERP can manage the inventory record, but teams still need that surrounding context to know what should happen next.
See how servis.ai connects patient tracking, physician training, device visibility, documentation, and field operations.
