Five Things That Channel Partners Must Do Well
• Preoperative: The on-site engineer must be present within 24 hours to complete the instrument count, sterilization confirmation, and image recheck
• Intraoperative: Provide spare implants (≥1 set of the same specification) to avoid waiting during the operation
• Postoperative: Follow up with the chief surgeon within 48 hours to collect adverse reactions
• Submit the "Postoperative Follow-up Form" to the quality department of the manufacturer within 7 days
• Adverse events: Report to the manufacturer within ≤2 hours, and submit a written report to the hospital equipment department within ≤24 hours
• Return and exchange: Unopened products within 7 days without reason. Once opened, the manufacturer will bear the shipping cost according to the "defective product recall" process.
The 3-level support package provided by the manufacturer to channel partners (which can be directly implemented)
Level 1 General Package (Free)
• Two annual product training sessions (including on-site technical training and sterilization standards).
Level 2 Gold Package (charged at 1.5% of the purchase amount)
• Exclusive spare parts warehouse for channel partners: Set aside 3 to 5 square meters in their warehouses for consignment sale of commonly used spare parts, and the inventory is replenished in real time by the manufacturer.
• One full-time clinical support manager is stationed on-site (≥2 days per week);
• Green channel for backup implants: Hospital emergency orders can be delivered within 4 hours.
Level 3 Customized Package (Project-based negotiated price)
• Jointly build "In-hospital logistics SPD" : Manufacturers invest in software and hardware, and channel partners operate, reducing hospital inventory by more than 30%.
Establish regional maintenance centers (with equipment provided by the manufacturer and personnel from the channel partners) to cover hospitals within a 150-kilometer radius.
• Provide access to the UDI traceability system to meet the "QR code payment" requirements of the medical insurance bureau.
Contract document template (can be directly applied)
"After-sales Service Agreement for High-Value Orthopedic Consumables"
• Service scope, response time, breach of contract terms, KPI assessment form
• "SOP for Table Service" : Instrument inventory → Sterilization → Table delivery → Postoperative recovery
• "Emergency Contact Form for Adverse Events" : Lists the direct phone numbers of the manufacturer's Quality Department, Registration Department, and legal affairs department
Common KPI and rewards and punishments
• The on-time tracking rate should be no less than 98%. For every 1% decrease, 1% of the monthly service fee will be deducted
• If there are no complaints within 30 days after the operation, a 0.5% rebate will be given to the channel partners as a reward
• When the hospital satisfaction score (quarterly questionnaire) is less than 90 points, a 30-day rectification period will be triggered
How can a regional after-sales system be set up within three days
Day 1:
• Select 1 after-sales supervisor and 2 on-site engineers (with a background as a nurse or technician)
• Establish a wechat group with the hospital's equipment department and operating room (group name: XX Hospital - Orthopedic Consumables Emergency Group).
Day 2:
• Set up a "Manufacturer Spare Parts Zone" in the channel partner's warehouse and affix UDI labels.
• Engineers can scan the code to report repairs after completing the registration of the wechat mini-program.
Day 3
• Remote training and assessment by the manufacturer (30 minutes of online answering, score ≥80 points to pass)
• During the trial operation, the manufacturer sent personnel to provide on-site guidance for the first surgery.
