Magic Health for Medical Device Support
Technical Competency. Scalable Training. Continuous Improvement.
Turn support call insights into continuous improvements that drive higher first call resolution.
Magic Health transforms service interactions into structured insights — uncovering product issues, user error trends, and training needs — to accelerate resolution and drive continuous improvement.
The Challenge
Medical devices are the backbone of modern healthcare—from imaging systems to surgical consoles to patient monitors. But when a device fails, the consequences are immediate: patient care is delayed, clinicians face added pressure, and support teams are stretched. Every failure carries the risk of compromising patient outcomes.
The details that could speed resolution often sit scattered across calls, voicemails, and emails. Without a way to capture and organize these signals, service teams face repeat issues, slower turnaround times, and missed chances to strengthen training and product quality.
Our Solutions
Rethinking medical device support with Magic Health.
The platform captures every interaction — calls, emails, voicemails — and transforms them into structured, searchable insights. Using its PRAISE+ classification framework, magicHealth categorizes issues by device type, component, urgency, tone, and resolution path.
Support Leaders Gain Visibility Into
Frequent Escalations
Identify which devices generate the most support cases.
Resolution Timelines
Track how long issues take to resolve and identify patterns that slow down resolution.
Training & Product Needs
Spot gaps that require additional training or product improvements.
Staffing Alignment
Plan staffing around the skills and expertise needed for better outcomes.
Complex cases are automatically routed to the right team — engineering, clinical apps, or product — so experts can focus where they’re needed most. Even voicemails are transcribed, categorized, and prioritized, ensuring nothing is overlooked.
What we offer
Key Features
Insight Engine
Classifies device issues in real time through product and complaint categorization, capturing type, urgency, and root cause.
Training & Coaching
Provides targeted coaching with the Rep Skill Uplift Tracker, improving performance based on call trends and errors.
Performance Dashboard
Monitors first-call resolution, escalation rates, and SLA compliance to drive support efficiency and call reduction.
PRAISE+ Classification
Applies structured tagging across device, component, urgency, and tone for consistent categorization.
Automated Routing
Directs complex cases instantly to the right technical or clinical team for faster resolution.
Real Impact for Your Program
With Magic Health, every service call becomes a source of insight. By transforming conversations into structured intelligence, support teams resolve issues faster, improve product quality, and deliver better customer experiences. Leaders gain clarity to reduce escalations, optimize training, and align resources—driving both efficiency and trust.
Faster resolution
Reduce repeat calls and restore device uptime quickly.
Smarter training
Detect user error patterns and enhance rep skills with targeted coaching.
Continuous Product Improvement
Channel structured complaint insights directly into R&D and QA.
Scalable Support
Manage higher case volumes with consistency and efficiency.
Greater Clinician Trust
Provide support that is reliable, precise, and responsive.
Stronger Knowledge Base
Capture every learning to prevent recurring issues and accelerate future resolutions.
Every support call is an opportunity to build trust and exceed customer expectations.
Contact us to know how Magic Health brings intelligence to medical device support with maintenance.