TRIMEDX, a leading clinical asset management company, supports healthcare providers by transforming clinical assets into strategic tools. This helps reduce operational costs and capital spend while providing top-notch patient care. The company employs approximately 3,400 individuals, primarily biomedical engineers and technicians, who manage and maintain 2.5 million medical devices across 6,000 locations. To enhance the management of these devices, TRIMEDX collaborates with ServiceNow, leveraging its AI-driven platform to handle 2.5 million work orders annually.
ServiceNow’s AI capabilities allow TRIMEDX to save hundreds of thousands of hours by reducing the time spent on each work order. Brad Jobe, TRIMEDX’s CIO, emphasized the benefits of keeping all data, workflows, and processes on a single platform. This first deployment of AI yielded tangible results, improving productivity and accelerating the development of new services and enhancements.
Soon, autonomous AI Agents will support technicians in maintaining clinical devices. These AI Agents will access the full history of each device and identify replacement components from TRIMEDX’s supply chain documentation. For complex fixes, AI Agents will search historical data to provide AI-generated recommendations for troubleshooting.
AI helps capture and retain the knowledge and skills of TRIMEDX’s experienced technicians. Automated summarizations of work order documentation and closing notes are shared with less experienced colleagues and new recruits. This process ensures that new employees can be productive quickly.
After an initial pilot project with five ServiceNow developers, TRIMEDX’s team reported a 22% improvement in productivity. The positive feedback from early adopters created excitement among developers, who felt empowered by the time savings achieved through AI.
AI has also helped secure the skills mix vital for TRIMEDX’s future by capturing the expertise of experienced engineers and technicians. This constantly expanding reservoir of knowledge is easily accessible.
The most significant impact for TRIMEDX and its customers is the reduction in time spent on routine tasks. Automatic case and chat summarization capabilities reduce the time required to read through case notes or write summaries to close a case. This frees engineers to engage in higher-value activities, enhancing customer and employee experiences.
ServiceNow’s AI platform delivers three key value adds for TRIMEDX: reduced IT costs, improved employee and customer satisfaction, and increased productivity. Brad Jobe highlighted the time savings achieved, stating that shaving two to five minutes off each of the 2.5 million annual work orders saves hundreds of thousands of hours, resulting in a significant impact.
TRIMEDX plans to integrate AI functionality with its existing Microsoft Teams and SharePoint systems, using ServiceNow as their AI control tower. This integration allows employees to search these platforms for knowledge and answers, retaining existing business processes while providing a single platform to find information.
Brad Jobe expects the benefits of AI to continue growing as TRIMEDX learns and improves its AI capabilities. The partnership with ServiceNow will enable TRIMEDX to keep enhancing its solutions and unlocking additional value.
