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As referenced in Case Study #3 (Roche), the CharlesGroup-led research revealed that device mishandling was contributing to un- necessary costs for the client. Roche needed to determine how to incent health care institutions to take care of devices despite their being used to a rather liberal (cost-free) replacement policy.

Innovated range of solutions, designed national study amongst Purchasing Directors to determine their interest and collect their input, and created a custom program that became a financial win-win for client and customers.
CRM & Cost Optimization
Roche had an excellent program in place to assure consistency in care. Any device that malfunctioned or was broken could be returned with a replacement sent next day. The costs each year to the client in maintaining this program were in the MILLIONS of dollars.

The CharlesGroup workflow analysis revealed that many of the devices which were being returned as ‘malfunctioning’ were, in reality, being dropped, tossed, sometimes, even simply not being placed back on their recharge stations. The question arose, how might institutions take more responsibility for device handling and reduce these unnecessary costs?

CharlesGroup, partnering with the client, innovated possible new scenarios whereby institutions would receive a price break on consumables, if they kept the number of returned devices below a certain level. CharlesGroup then designed a study in which these new scenarios were tested amongst Purchasing Directors across the US to determine their interest.

Over two-thirds of the participants expressed a willingness to adopt the new agreement. The net result, when executed, saved the client millions of dollars.