Innovative CX services for the healthcare and life sciences industry

Based on our expertise in technology and many years of experience in the service sector, we develop tailor-made services for the healthcare and life sciences industry. We provide inspiring experiences for consumers and patients as well as healthcare professionals and other business partners. With our unique Service Design approach we turn your customers into fans. At the same time we make sure that you achieve your business objectives.

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A lab worker holds a pen in her right hand and smiles.

Healthcare is part of our DNA

Not only technologies, but also charitable activities, have always been of great importance to Bosch. In 1936, the Robert Bosch Hospital, the Foundation's hospital in Stuttgart, was established by a private initiative of the company's founder, Robert Bosch. And our not-for-profit Robert Bosch Foundation, one of Europe's largest foundations, works on the major social challenges of our time in relation to health, education, and global issues. Since 2015, Bosch even has its own subsidiary that offers innovative health and medical technology. At Bosch Service Solutions, we contribute to improving people's health and quality of life with our healthcare services.

It is inherent to the nature of medicine that its greatest concern is to cure the suffering and, where this is not possible, to alleviate their pain.

Robert Bosch, 1941

Our services ensure an inspiring customer experience

Our service delivery teams combine human communication and empathy with technology and process excellence. Our associates adapt to communicate with people in everyday situations as well as in emotional challenging circumstances. Be it in a professional context with experts where the focus is on business topics or with private consumers where emotions play a major role. We make life safer by helping people in exceptional and even life threatening situations. For example with the Bosch eCall we ensure that injured drivers and other affected occupants are rescued after car accidents as quickly as possible.

A doctor is wearing a blue surgical shirt and is using the keyboard of a computer. A patient can be seen in a bed in the background.

Support for medical technology and devices

Make medical technology easy to understand and use

Our associates support to understand the functionality of medical technology and devices, helping the users in diagnosing faults and rectifying errors. We close the gap between extensive instructions and documentation, some of which are not always easy for the business user or consumer to understand, and explain them in simple language. We set up training and instructions, help with password resets and with overall user management.

Services at a glance

Provide information about product features and use
Instruct/train users in using MedTech products
Provide technical support and resolution for technical issues
Provide remote support for IT and IoT issues
Provide customer service, e.g.
- Complaints handling
- Warranty information
- Returns & repair management
Product recall management

A pharmacy employee sorts medicines on a shelf.

Services for healthcare business partners (B2B)

Manage and transform relationships with healthcare providers, practitioners and other business stakeholders

All customer interactions are treated in a personalized manner with the help of qualified service experts, automated processes and the integration of CRM management systems. Our processes are set up in a way to allow a pro-active and even pre-emptive service delivery.

We make sure that all inquiries are handled fast and professionally for a great customer experience. Our associates sensitively resolve customer complaints e.g. due to interrupted supply chains in a way that fosters positive customer sentiment. We ensure a high quality of service and adherence to your compliance requirements, for example for product information hotlines, order acceptance or complaint management.

Services at a glance

Support order process
Provide info about products, availability, delivery times, order status etc.
Educate customers regarding usage of products and solutions
Handle enquiries about customer account, invoices, etc.
Provide active support in case of order irregularities (e.g. delivery delays)
Capture and manage resolution of complaints
Manage customer relationships in a pro-active way

An elderly lady with gray hair is holding her glasses, sitting at the table in her living room and looking at her smartphone. On the table is a sphygmomanometer and a tube of pills.

Services for consumers and patients (B2C)

Provide inspiring customer and patient experiences alongside the full care journey

We manage your multi-channel communication with consumers and patients along the full care journey in a pro-active way, making sure they stay engaged. This includes handling specific campaigns or loyalty programs, educating consumers and patients in an easy to understand way about how your products can improve their quality of life.

Our associates increase your success through a pro-active sales approach in which we provide consumers and patients with comprehensive care. We develop and operate communication services - from product information to customer loyalty measures, through to handling reports of side effects or managing social media channels.

Services at a glance

Provide information and educate about products and therapies
Forward and co-ordinate resolution of more complex medical questions
Support order processes in a sales through care approach
Identify, capture and forward information about adverse events and product complaints
Handle multi-channel pro-active consumer/patient engagement e.g. for campaigns or specific programs

A sales representative and a doctor are walking side by side in an office corridor, other employees can be seen in the background.

Sales and event support

Support sales activities and events through omnichannel engagement

We are expanding your sales team and support your field service by delivering multi-channel and personalized engagement for professional healthcare stakeholders. Our associates make your field service more effective so that you can achieve your business goals. The omnichannel approach supports message placement through personalized and pro-active engagement with your customers. We also help with the acquisition and qualification of leads and relieve your sales force by taking over back-office activities.

In addition we manage events and conferences for you and coordinate all parties involved. We set up information campaigns, help with the registration and follow-up of your trade fairs and events.

Services at a glance

Develop and implement tailored multi-channel sales strategies
Generate/develop and qualify leads, incl. obtaining double opt-ins
Schedule appointments for field sales and support message placement
Manage customer relationships in a pro-active approach, incl. telesales activities
Support eDetailing, social media engagement and campaigns
Support communication before, during and after events, incl. registration

A person holds a so-called data logger from Elpro and places it with refrigerated medicines.

Monitoring services for the pharmaceutical supply chain

Control tower services for your alarm management

Why Bosch Service Solutions?

How we provide inspiring customer experiences while helping you to achieve your business objectives.

Service design expertise

We design services based on the needs of your customers and your business goals.

Transformation approach

We apply innovative technology in order to deliver a unique customer experience and maximum efficiency.

Agile and customer-focused approach

We quickly adapt our services to the changing needs and requirements of our customers.

Outcome-based business models

Our long-term strategic partnerships are based on contractual models which aim to increase the commercial success of our clients.

Multilingual and global services

With our global network of delivery sites, we provide services in approx. 40 languages.

Compliance and data protection

We deliver services in Bosch quality and to most stringent compliance, data protection and privacy requirements.

Innovative CX services for the healthcare and life sciences industry

Healthcare is part of our DNA

Our services ensure an inspiring customer experience

Support for medical technology and devices

Make medical technology easy to understand and use

Services for healthcare business partners (B2B)

Manage and transform relationships with healthcare providers, practitioners and other business stakeholders

Services for consumers and patients (B2C)

Provide inspiring customer and patient experiences alongside the full care journey

Sales and event support

Support sales activities and events through omnichannel engagement

Monitoring services for the pharmaceutical supply chain

Control tower services for your alarm management

Why Bosch Service Solutions?

Service design expertise

Transformation approach

Agile and customer-focused approach

Outcome-based business models

Multilingual and global services

Compliance and data protection

Read more about our successful track record in transforming customer experience

A partnership that saves lives: ten years of Bosch eCall for vehicles of the Mercedes-Benz AG

Case Study: Development of an intelligent IT solution for optimized service in fleet management

Case Study: Significant increase in sales thanks to successful lead management

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