Customer Services Portal

Customer Services Portal

Experience service at your fingertips

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The online portal that allows you to manage the performance and maintenance of your equipment serviced by Philips. Anytime, anywhere you want. 
 

Reliable and useful insights into the performance of equipment, as well as an accurate maintenance status, are very valuable for hospitals and clinics these days. The Customer Services Portal supports you with organizing, planning and managing your maintenance activities and lifecycle management activities online. 
Customer Services Portal demo
Watch the customer services portal demo and see how to streamline workflow, view contracts and gain detailed reporting virtually anytime, and from anywhere.

Top features

magnifier-digital
At a quick glance, you can determine a product status by modality, contract, warranty and locations.
touch
Easily enter new work orders and track current and historical data.
24-hours
24/7 access to reports, contract details, and your inventory. New cases can also be easily entered after working hours.

Login to the portal

 

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

Don't have an account?

 

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

Powerful benefits

Powerful features

Continuously improving
Continuous improvement
Improvements to contract details, visibility to pool of parts and labor, and search enhancements
Streamline workflow
Streamline workflow
Centralized visibility into your assets details helps to streamline your workflow
Comprehensive reporting
Comprehensive reporting
Streamline workflow with better decision-making with tools to build view and download reports
Convenient access
Convenient access
Now you can manage your Philips healthcare equipment and informatics software in one place
Total service case management
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
View your contracts
All your contracts, all in one place with up to the minute details
Always there, always on
Understanding your needs, designed for you
Based on customer feedback each release of the Customer Services Portal delivers opportunities for even greater control over system uptime and productivity
Understanding your needs, designed for you
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 order service for one that's not

Why choose the Customer Services Portal?

Customer testimonial: Erik Dupont

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.

 

Watch video

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

Discover the new Customer Services Portal - Training videos

Training video #1 - Walkthrough
Training video #2 - Cases

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

Why are you launching a new portal? How does it benefit me?
Philips is in the process of implementing a new state-of-the-art IT platform. As this new platform is vastly different from the old platform, the old CS portal had to ​be replaced. One of the major benefits of the new portal is that we use state-of-the-art technology that allows us to develop and release new features at a faster pace than before.
Where do I find my previous Service Cases? The ones prior to Philips’ change in the Event Management System?

If you navigate to your Installed Product detail page, you will see in the related Cases tab that a button called “Historical Cases” is visible. This will allow you to see all historical cases from our previous Event Management System.



What does the button ‘Historical Cases’ in the case list mean?
"The 'Historical Cases' button can be used to view the cases closed before the Philips Customer Service organization moved from their legacy platform to the new ServiceMax platform. These dates are market (/country) dependent.
Region
Market (Countries)
Date
Asia
Australia / New Zealand
October 1st 2018​​​
Asia
Indonesia
October 1st 2018​​​
Asia
Malaysia
October 1st 2018​​​
Asia
Philippines
October 1st 2018​​​
Asia
Singapore
October 1st 2018​​​
Asia
​South Korea
October 1st 2018​​​
Asia
​Thailand
October 1st 2018​​​
Asia
Vietnam 
October 1st 2018​​​
EMEA
Africa
No historic data available
EMEA
Central Eastern Europe
No historic data available
EMEA
France
October 1st 2018​​​
EMEA
Middle East and Turkey
No historic data available
EMEA
UKI (UK and Ireland)
October 1st 2018​​​
Where can I find the customer facing documents (CSRs and PSRs) for historical cases?
Unfortunately, the new Customer Services Portal does yet not have the functionality in place for historical cases to download the CFDs nor have the ability to receive them via an e-mail (like in the previous CS Portal). In case you have a need for these CFDs, please request them via your local Philips Customer Services representative.
Installed Product, Asset, Contract Lines, Contracts, Incidents, Preventative Maintenance…. why do I see new terminology and how does this correlate?

Although we try to minimize the impact to our users, the implementation of a new IT platform and adherence to business standards does mean that new terminology is being introduced (good examples are the customer-facing documents like the CSRs (Customer Service Receipts) that have a new look and feel and have different terminology as well).

 

The list below provides insights on these

Previous Portal
New Portal
Asset
Installed Product
Corrective Maintenance
Incident
Previous Portal
Predictive / Preventative Maintenance
Contract Line Item
Contract
Contract
Contract Header
What does SLCP stand for?

SLCP stands for ‘Software License Configurable Product’. These are products in which the capabilities of the hardware are managed by a software license, which can be ‘moved’ from one piece of hardware to another piece of hardware via special tools available to your biomed department and qualified Philips engineers. 

 

Both hardware and software (license) are represented by ‘Installed Products’ and via the ‘SLCP tabs’ on the installed product details page (on both the installed product representing the hardware and the installed product representing the hardware) you can see the link between the two. This link is maintained by a dedicated SLCP server.

What are ‘Strategic Items’?
Strategic items are those items in our installed base that typically have a contract coverage relevance. At this moment in time the CS portal shows Ultrasound transducers.
Do the 1EMS CS Portal and the SMx CS Portal have different URLs?
No, both CS portals can be accessed using the same URLs.
How long are the Activation and Password Reset mails active?
The 'Login and create password'/'Login and renew your password’ buttons in the account activation/password reset mails are active for 24 hours upon receiving the mail. Once expired, a password reset request must be submitted (see respective mail for contact details).
What is the policy around passwords?

A password must be updated every 90 days (upon setting a password) adhering to the Philips IT Security Guidelines. A password must be at least 8 characters long and must contain at least one:

  • Number
  • Special character
  • Lower case character
  • Upper case character
As I did not login for some time I had to request a password reset. Now I still cannot access my account... what happened?
In order to reduce the risk of owning unused licenses, the portal automatically deactivates user accounts that have been inactive for more than 120 days. With this deactivation, the account assignment is also removed, which is why a user would experience the portal without any data. Please contact your local portal help desk to re-assign your account.
I see accounts in the account list that I don't recognize... what happened?
In the CS Portal, installed products are linked to accounts (the owner) with a location. In addition, contracts and warranties are also linked to the installed products. As it is possible that a contract and/or warranty is associated with an account other than the account of the installed product, these (other) accounts are shown as well. An example could be a CT scanner that is owned by account 'A' but the service contract is with account 'B'. In this case, the portal will show both accounts.
Can I log into the old and the new portal using the same user-id?
No you can't. Although it is possible to access both the old and the new CS portal, this can only be done using two different user-ids (you can, however, use the same URL for both portals). Keep in mind though that in the old CS portal you will not be able to create cases. Also, as soon as the new CS portal goes live in your country, neither installed product data (the assets), nor contracts nor cases will be updated in the old CS portal.
Is the CS Portal compatible with all browsers?
The CS Portal uses SalesForce ​Lightning technology and as such is not compatible with all browsers. As compatibility may change over time, we recommend checking the internet for the latest compatibility information. Using your search engine of choice, search for "supported browsers for salesforce lightning experience".
Which roles exists and what is the difference from an authorization perspective?
Like the old CS Portal, the new CS portal recognizes 3 roles, each with different capabilities as shown in overview below.
Role
Create Cases
C​​reate/Manage User
Maintain IP Custom Details*
Viewer
No
No
No
User
Yes
No
No
Manager
Yes
Yes
Yes
*The IP Custom Details contain the customer's description of a piece of equipment, reference number and location (Installed Product).
I am unable to open the CFDs from the CS Portal. What should I do?
It is likely that your browser has the 'Pop-Up-Blocker enabled. Please check your browser setting and make sure that Pop-Ups are allowed for https://www.customerservices.philips.com
When I try to download multiple CFDs, they simply open up in multiple tabs rather than download to my computer. What should I do?
This issue probably occurred due to a setting in your (Chrome) Browser. Please follow the steps in attached document below to resolve the issue.
Where can I find case details from cases created/closed in the legacy system?
These historical cases are not available via the generic case lists. They can be accessed via the 'Historical Cases' button of the Installed Product details pages.

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