Setting Teams Up for Success with Comprehensive Training and Support
When hospitals and health systems purchase essential, everyday equipment, they need to know that their investments will operate as expected year after year. Procurement extends far beyond the initial outlay for equipment; aftermarket support is just as essential to ensure long life and outstanding ROI.
Yet a major gap exists between what healthcare customers want versus what they get. In a recent McKinsey study of 250 senior executives responsible for procurement of aftermarket services, 70% reported that there was no improvement from service providers, with a fifth of respondents reporting that they were less satisfied with their providers now than they were a decade ago. An overwhelming 80% said they’d pay more for services that would help reduce the cost of ownership over time.¹
Rotec VersaTech beds are built to last, featuring superior construction, a patented, 8” ultra-low platform for enhanced patient safety, and motorized drive assist to empower single-nurse transport across bariatric and Med-Surg models.
Durable, Canadian-made, antimicrobial steel frames can support up to 1,100 lbs on select models, CSA certified according to Canadian, American and International standards to ensure 10+ years of reliable performance and solid ROI.
But it’s our support that sets us apart even more, from incredible after-sales service to a product warranty that’s one of the best in the industry.
Meeting Aftermarket Expectations with Advanced Digital Tools
Today’s customers across every vertical expect digital convenience, including from aftermarket support. A 2023 Deloitte survey of over 800 equipment manufacturers revealed that 98% were implementing digital transformation strategies,² but the gap between company practice and customer experience remains in aftermarket support.
While manufacturers are shifting towards digital transformation, their efforts often fall short. Less than 30% of senior procurement executives use digital tools provided, because they fail to address operational pain points.¹
But aftermarket service can be complex, featuring multiple players, including service and support for original equipment manufacturers (OEMs), in-house maintenance, independent parts providers, and digital service providers for condition monitoring.¹
Customers want seamless experiences, clear information, and faster response times from aftermarket support teams, and digital tools that ensure maintenance is easier and faster, empowering customers to resolve issues with step-by-step guidance using remote support tools and expert assistance.¹ ²
Rotec simplifies aftermarket support by keeping everything in-house; our after-sales support ensures customers get the direct, seamless assistance they deserve at every interaction. We always have parts in stock, ensuring repairs can be made quickly with minimal downtime.
Comprehensive digital training helps ensure all necessary hospital staff and IT teams have the confidence they need to maintain optimal performance, with a new online certification program that can be completed online in two hours or less.
Our latest digital innovation, VersaTech Technical Training Program, addresses key concerns like maintenance and downtime through a virtual, multi-phase technical certification program designed for customers' in-house technicians. The program covers safety and technical guidelines, preventive maintenance, problem resolution, and troubleshooting, including a three-part section devoted to part replacement procedures for each Rotec VersaTech bed across bariatric and Med-Surg models. Each module is clear, visual, and easy to follow, helping technicians build real confidence with the equipment as they work toward certification.
Always-On Support for Enduring ROI
To help ensure reliable operation, Rotec’s remote monitoring and troubleshooting make ongoing maintenance easier and faster, empowering customers to resolve issues with step-by-step guidance using remote support tools and expert assistance.
We further streamline routine support directly from our beds, with integrated QR codes on each bed model for fast, easy access to training resources, user manuals, and video tutorials. Rotec’s One Connect app connects customers with our in-house technical support team for fast, seamless remote diagnostic support.
By making training and support easy to access, with responsive, in-house technical teams, we give hospitals and caregivers all the tools they need to focus on their patients, with the confidence that only Rotec can offer.
Connect with us to learn how we can help support your team with industry-leading bariatric and Med-Surg beds, after-sales service, and support.
Sources
- Kervazo F, Yeon H, et al. “How Aftermarket Service Providers Can Meet New Customer Expectations.” McKinsey & Company, September 12, 2025. https://www.mckinsey.com/capabilities/operations/our-insights/how-aftermarket-service-providers-can-meet-new-customer-expectations
- Berckman, L, Chavali A, et al. “The Future of the Digital Customer Experience in Industrial Manufacturing and Construction.” Deloitte Insights. September 24, 2024.
https://www.deloitte.com/us/en/insights/industry/manufacturing-industrial-products/digital-customer-experience-in-industrial-manufacturing-and-construction.htm