Customer Services Portal | Philips Healthcare

Manage service activities for all your healthcare assets

Proper management of service activities across your multiple imaging systems and software is critical, yet challenging. You need one place to manage your assets. With our Customer Services Portal all of the moving pieces of your imaging inventory just got easier.

At a quick glance you can determine an asset’s status by modality, contract, and location. Easily enter new work orders and track current and historic service data without disrupting your workflow. View reports, contract details, and inventory lists, anytime you want, 24/7. And it comes with every Philips Equipment.

Watch the customer services portal demo and see how to streamline workflow, view contracts and gain detailed reporting virtually anytime, and from anywhere.

Login to the portal

Access the management platform, monitor your service requests and review your assets.

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Don't have an account?

Contact us to request access or answer questions about your account (available in selected countries only).

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Powerful features

Continuously improving
Improvements to contract details, insights into your pool of parts and labor balance and enhancements to search

Streamline workflow
Centralized visibility into your assets details helps to streamline your workflow

Comprehensive reporting
Streamline workflow with better decision-making with tools to build view and download reports

Convenient access
Now you can manage your Philips healthcare equipment and informatics software in one place

Total service case management
Create new service cases, check the status of existing cases and view all service activities at a glance

View your contracts
All your contracts, all in one place with up to the minute details

Understanding your needs, designed for you
Based on customer feedback each release of the Services Portal delivers opportunities for even greater control over system uptime and productivity.

Always there, always on
Available 24/7, regardless of where you are located, the Services Portal helps you to see which of your organization’s assets are up and running – or order service for one that's not.

Why choose the Customer Services Portal?

Customer testimonial Erik Dupont

Erik Dupont, Medical physicist at Zeeland University Hospital, uses Customer Services Portal to drive operational efficiency, predict lifetime of equipment and reduce downtime at the same time.

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The Service Portal is a tool that extends the communication with Philips. We see it as a tool to get rid of time wasting procedures. It improves the information flow and it helps getting data from service."

- Erik Dupont, Medical Physicist, Zeeland University Hospital, Denmark

Frequently Asked Questions

General questions about the Philips Customer Services Portal

What is the Philips Customer Services Portal?

Proper management of service activities across your various imaging systems and software is critical, yet challenging. Philips Customer Services Portal makes life easier by giving you one place from which to manage your assets.

Always there, always on

Available 24/7, regardless of where you are located, the Customer Services Portal helps you to see which of your organization’s assets are up and running – or to order service for those that are not.

The Customer Services Portal enables better decisions for your medical equipment and related services, and enhances your operational performance by streamlining workflow. It’s always there, always on.

Understanding your needs, designed for you

To truly understand your needs and provide the best response, we sought your advice. Based upon your feedback, each subsequent Customer Services Portal release will present new opportunities for even greater control over system uptime and productivity via online coordination.

The Customer Services Portal structure

Since your Healthcare facility can consist of multiple locations, departments etc., Philips Healthcare creates Accounts in its Event Management System to group the assets (medical devices).

To make sure all dedicated accounts are visible in the Customer Services Portal for our customer we have created a Parent account to which these related accounts are assigned.

If an asset, service case or service contract is not visible or information is not accurate displayed in the Customer Services Portal, please contact your local Philips Customer Services Portal contact.

Types of user accounts

There are two roles defined in Customer Services Portal:

• Customer Portal User (CPU): a user that has access to the Customer Services Portal. The CPU can see the accounts of the Customer Services Portal Parent account that are assigned to this account.

• Customer Portal Manager (CPM): this user has the same functionality as a CPU, in addition the CPM is also able to handle user management for this parent account: create new CPUs, change account assignment and disable accounts.

Which browsers are supported?

Browser	Version
Internet Explorer	9 or higher
Google Chrome	All
Firefox	All

Glossary

Terminology	Description
Asset Description	Philips internal asset description
Asset ID	Philips internal asset number
Case - Priority	1 - Critical Need 2 - System Down 3 - System Restricted 4 - Intermittent problem 5 - Scheduled Activity
Case activity -Type	Problem Reported by customer Safety Question T2 Activities External Remarks
Case Number	Philips internal case number
Case Origin	Phone: case reported via Philips Customer Care center by phone Web: cases reported via Customer Services Portal
Case Status	New: Case is logged. In Process: Philips Service Engineer is handling the case Fixed: Reported issue has been solved. Closed: Case is closed and archived.
Custom Asset Name	Customized asset name entered by Customer Portal Manager
Event Type	Corrective Maintenance Preventative Maintenance Field Change Order Installation Application Support Customer Information Contractual Upgrade
Expiration Status (Contracts)	Green: >90 days from today Yellow: >30 and <90 days from today Red: <30 days from today
Functional Location Description	Physical location of the device/asset as per Philips install base records
Install Date	Installation date as per Philips install base records
Line Item Description	Description of the Philips contract
Line Item Number	Entitlements number from Philips Contract Number associated to this asset
PO	Purchase Order
Product Modality	Group of Product family such as: MR: Magnetic Resonance US: Ultrasound, CT: Computed Tomography IXR: Interventional X-Ray
Report Closure Date	Closure date reported by Philips Service Engineer
SAP SWO	Internal Philips SAP reference number
Serial Number	Serial Number of the Asset
Service Contract	Philips Service Contract Number
Service Performance & Quality Report	If entitled for your asset, you're able to download the Service Performance and Quality Report for this asset
Service Type	Onsite Remote Bench repair Parts Only Sub-contractor service
Ship To	Account to which the contract has been sold to
Status	Active, Inactive, …
Technical ID (Tech ID)	Philips internal technical ID
UDI	Unique Device Identifier

Questions about the use of the Philips Customer Services Portal

How can I create user accounts as a Customer Portal Manager?: • Login to the Philips Customer Services Portal: https://www.customerservices.philips.com as Customer Portal Manager.

• Go to "My Accounts" tab, sort on Account name and select the Parent account.

• Use the buttons to Create, Assign or View Contacts.

When creating new users; the locale (date and time notation), time zone and language are set to the CPM default setting.
How can I change the language settings?: • Log in to the Customer Services Portal https://www.customerservices.philips.com

• In ‘My Profile’ you are able to change the language of the Customer Services Portal.
How can I customize my reports?: Please log in to the Customer Portal and navigate to the Report Builder to learn more about how to build reports and find tutorial examples of common created reports.
How do I create a Service Case?: In the Customer Services Portal you can create a new Service Case via 3 ways:

• Home Screen

• Via the Case Tab

• Via Asset Detail screen

Please do not include personal health information or personally identifiable information.

Please note in case of a Priority 1, please call your local Philips Customer Service Contact Center immediately.

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