Customer Success & Commercial Intelligence™
From delivery to long-term trust
Sales, contracts, logistics, delivery, finance, satisfaction, quality and service in one experience — answering what was delivered, whether it was on time, safe and right, what value it created, and what happens next.
GE HealthCare
Every scanner delivered is a diagnosis that arrives in time.
An MRI slot recovered is a diagnosis that doesn't wait another week.
Customer operations
Manchester Trust Hospitals
The engineer who keeps the scanner up is the reason Thursday's list still runs.
91
Customer health score
Delivery, quality, service, commercial and sentiment combined
Customer Dashboard
GE HealthCare — the fifteen numbers a customer actually feels
Customer health score
91
+4Weighted across 214 health systems
CSAT
4.6 / 5
+0.21,842 responses this quarter
Net Promoter Score
62
+7Promoters cite uptime first
On-time delivery
96.1%
+1.4Install windows honoured
Perfect order rate
93.4%
+2.1Complete, on time, undamaged, documented
Contract performance
98.2%
+0.6SLA obligations met
Service performance
97.8%
+1.1First-time fix 89%
Warranty performance
0.9%
-0.3Claims per installed unit
Product quality
99.4%
+0.2Zero clinical escapes
Delivery reliability
95.7%
+1.9Within the committed window
Order accuracy
99.1%
+0.4Configuration matched at install
Repeat business
84%
+3Systems buying again within 3 years
Revenue
$1.94B
+8.2%Trailing twelve months
Profitability
18.4%
+1.1Operating margin
Customer lifetime value
$41.2M
+6%Average per health system
Commercial Dashboard
Revenue, margin, contracts, cash and pipeline
Revenue
$1.94B
+8.2%Operating margin
18.4%
+1.1Contract value under management
$3.6B
+11%Open purchase orders
1,284
+62Invoices issued (Q)
8,417
+310Outstanding receivables
$214M
-$18MPayments current
92.6%
+2.4Cost savings realised
$46M
+$9MGross margin
41.8%
+0.9Forecast attainment
97%
+3Pipeline
$1.2B
+14%Renewals due < 12 mo
$480M
31 contractsRevenue vs. plan ($M)
What customers talk about
1,173
Mentions
- Uptime & reliability412 t
- Service responsiveness318 t
- Training & education197 t
- Install experience154 t
- Documentation92 t
Value created this year
Contract Intelligence™
Value, milestones, SLA, exposure — and the story behind the paperwork
Customer
Manchester Trust Hospitals
The engineer who keeps the scanner up is the reason Thursday's list still runs.
Milestones
- ✓Contract signed
- ✓Site readiness
- ✓Phase 1 install
- ✓Phase 2 install
- Phase 3 install
- Service transition
$96M / 7 years
Risk: MediumCurrent status
Active · milestone 4 of 6
Renewal date
March 2029
Service level agreement
98% uptime, 4h response
Delivery commitments
12 scanners, phased installs through 2027
Financial exposure
$8.2M if the Q4 install slips
Compliance
MHRA and data-residency clauses verified
Customer story · Uptime went from 94.1% to 98.6% — about 1,900 additional scans a year for people in Greater Manchester.
Recommended action · Confirm the Q4 install window now that the coil customs hold is cleared.
Customer Satisfaction Engine™
Surveys, tickets, claims and escalations, read as one signal
Overall sentiment
82%
Customers talk about confidence more than technology. Uptime and the speed of a human answer drive almost every promoter score; the friction is paperwork and repeat visits, not the equipment.
Top concerns
- Second engineer visits for the same fault
- Customs paperwork delays on spare parts
- Install schedule changes communicated late
Top compliments
- Remote monitoring caught a fault before we did
- Engineers explain things to the radiographers, not at them
- Three years, zero unplanned outages
Most requested improvements
- A single view of every open service call
- More radiographer training slots
- Predictable parts lead times
Most valued services
- 24/7 remote monitoring
- Clinical applications training
- Uptime guarantee
Logistics & Delivery
Every shipment, with the business, customer and financial consequence
Truck freight
Rotterdam → Manchester
An MRI slot recovered is a diagnosis that doesn't wait another week.
Operational status
Held for documentation review at the border.
Business impact
$240k of deferred revenue; SLA penalty triggers at 48h.
Customer impact
Thursday scan list is protected if clearance lands before 18:00.
Financial impact
$240k deferred, $60k penalty exposure.
Recommended recovery · Broker escalation now; same-day courier fallback; fix the HS code template at source.
Financial Impact
Revenue at risk, revenue protected, and where the cost sits
Revenue at risk
$34M
3 installs at risk of slipping a quarter
Revenue protected
$118M
Recovered by proactive service action
Cost variance vs. plan
-2.1%
Favourable
Freight costs
$41M
Down 6% on lane consolidation
Inventory costs
$88M
$9.2M released this year
Supplier costs
$612M
Up 1.8% on alloy pricing
Warranty costs
$27M
Down $6.1M
Operating costs
$1.31B
Flat against 8% volume growth
Cash flow impact
+$62M
Faster acceptance sign-off
AI Gap Analyzer™
Target → actual → gap → impact → action
Target vs. actual
Gap · 1.9 points below commitment
Business impact
Late installs push revenue recognition across quarter boundaries.
Customer impact
Each slipped install is roughly 160 scans deferred.
Financial impact
$8.2M of revenue timing risk this quarter.
Recommended actions
- Add 5 days of buffer to magnet ocean lanes.
- Escalate customs documentation fixes to the trade compliance owner.
- Move phase-3 crane bookings to a flexible window.
Action Center™
Every issue, assigned — owner, priority, due date
Escalate the Manchester customs hold to the broker and book a courier fallback.
Trade Compliance Lead
CriticalToday
Brief the Trust on the phase-3 re-sequence before they hear it from the crane vendor.
Programme Director
CriticalToday
Re-sequence the install to the phase-4 room and hold the crane slot.
Install Manager
High48 hours
Add 5 days of buffer to all magnet ocean lanes.
Freight Ops
HighThis week
Agree a consignment stock of detector modules at the Oslo hub.
Category Manager
Medium6 weeks
Extend predictive kitting to the top 12 fault codes.
Service Engineering
High1 month
Re-forecast Q4 recognition with the $8.2M install timing scenario.
Finance Business Partner
High5 days
Approve early renewal terms for Nordic Regional Health.
VP Commercial
MediumNext review
Customer Story™
Say it the way a customer would hear it
Instead of
96.1% on-time delivery
Display
Our teams successfully delivered critical imaging systems to hospitals, helping them continue caring for patients with confidence.
Instead of
Contract completed
Display
This agreement supported a long-term partnership built on quality, reliability and collaboration — and 1,900 extra scans a year.
Why It Matters
Seven questions every KPI has to answer
Why should the customer care?
A scanner that stays up is a diagnosis that arrives while it still changes the outcome.
How does this improve reliability?
Remote monitoring turns 62% of would-be failures into planned maintenance.
How does this reduce risk?
Zero clinical escapes across 214 health systems this year.
How does this improve quality?
Field homogeneity within 0.5 ppm means fewer repeat scans.
How does this reduce costs?
$27M of warranty cost, down $6.1M, and $9.2M of inventory released.
How does this strengthen trust?
Three years, 18 sites, no unplanned outage — the renewal opened itself.
How does this improve partnership?
Shared uptime dashboards mean both sides see the same number at the same time.
Next Best Action™
What the AI would do next, for this customer, this week
Improve delivery performance
Buffer the magnet ocean lanes; closes 1.9 points of the OTD gap.
Strengthen supplier collaboration
Consignment detector stock at Oslo cuts AOG response to 6 hours.
Increase proactive communication
Send the install re-sequence before the customer asks — the top detractor driver.
Expand customer education
Double radiographer training slots; the most requested improvement.
Final philosophy
Customers do not remember dashboards. They remember trust, reliability, transparency and partnership. Every delivery is more than logistics. Every contract is more than revenue.
Every customer relationship is part of a larger human story.
Every Number Has a Human Story™