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Case Study

GE Healthcare radically improves its service contracts process

  • Innovative solution developed in less than a year
  • Solution streamlines and simplifies GE Healthcare’s service contracts process
  • New capabilities empower sales reps to work smarter and faster

“[…] in less than a year we went from vision to reality, and you guys can do that too, and that was with all the help of the Pega team.”

Sara Johnson Sales Operations Manager, GE Healthcare

The Business Issue

Founded in 1994, GE Healthcare is a 19 billion dollar business, inside the GE parent. The brand sells healthcare equipment – with over six million pieces of GE healthcare equipment currently in use worldwide. GE Healthcare also provides software solutions and applications, as well as services and consulting.

Processes within the brand’s service contract business presented challenges. The team’s original process had sales reps – who negotiate IT service contracts with healthcare facilities – send contract information over to the back office, where it is reviewed and either approved or sent back. A simple procedure – complicated by the fact that it was conducted entirely over email. The departments had no other way of connecting. Multiple issues occurred, from lost work to communication problems and more. The team needed change. Fast. That’s when Pega stepped in.

The Solution

Using Pega’s low-code platform, GE Healthcare created a new tool to simplify and streamline its service contracts process.

The tool enables sales reps to upload all of their contract information in one place and submit it to the back office – with just the click of a button. Users can also track and monitor workflows, allowing for greater transparency and collaboration. The solution is also mobile compatible, meaning that for the first time ever, GE sales reps can check the status of a project from their phones.

The Results

  • Reduced cycle time by 50%.
  • Reduced emails, manual entry, defects, and rework.
  • Simplified the process for more than 20,000 contracts per year.
  • Tool provides real-time visibility and accountability to sales reps via mobile devices.

Related Resources

  • Transforming your manufacturing operations? You need a new approach.

  • GE Healthcare is on a digital transformation journey. Learn more.

  • GE Healthcare smashes silos and increases visibility with Pega. Download the case study.

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  • Industry: Healthcare
  • Product Area: Intelligent Automation
  • Product Area: Platform
  • Challenge: Business Agility
  • Challenge: Enterprise Modernization
  • Challenge: Operational Excellence