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"There were few options that could handle everything we wanted, including push e-mail, our custom application and signature capture all on an integrated device. Needing one device do all this and having a cell phone too is the icing on the cake."

Joe Carlson
Operations Manager
CrossLink Orthopaedics

CrossLink Achieved Double Digit Percentage Sales Increase with Fewer Employees Thanks to Palm Treo Smartphones and Custom Software

Source: www.palm.com

Socket Barcode Scanner Lets Employees Update Inventory in Real-Time

Industry
Field Force Automation, Healthcare

Challenge
Crosslink Orthopaedics is one of the largest agencies of Stryker Orthopaedics, which was founded in 1941 with the goal of helping patients lead healthier, more active lives. Crosslink distributes the kits that doctors use when performing surgery to replace a hip, knee or other body part.

Unlike many companies that simply create products, ship them and bill for the orders, Crosslink often finds itself in complicated situations in which doctors will use, on average, four parts of a kit that contains anywhere from 50 to over 100 pieces, sending the rest back after the surgery. Crosslink can't bill for the order until after the surgery is complete and the company knows which parts were used. Previously, the distributor used an unwieldy tracking system that comprised pen-and-paper, faxes, telephone calls and Access databases that weren't integrated with each other. With 70 cases on average handled daily, Crosslink had tremendous difficulty keeping track of complete kits versus incomplete kits on hand, as well as where parts were in the order fulfillment and return process.

Solution
Crosslink turned to Objectware Inc, a custom web and wireless development company to create a custom Web-based application that helps sales and warehouse employees stay on top of the complicated system. The software runs on a Web Server allowing PCs equipped with Web Browsers to access the data from anywhere. Similarly field employees, equipped with Palm Treo smartphones and Socket Communications' SocketScan SDIO card barcode scanner, can access and update valuable data via their wireless connection. Employees scan the items in the kits as they're returned. The warehouse staff can then make sure they have as many complete surgery kits on hand as possible.

By employing the Treo, 50 sales representatives and their 5 managers can handle surgery scheduling and kit usage from anywhere, even a hospital surgery room. Objectware Inc developed the software so that it works well even when wireless connection is unavailable. By keeping on the device a local cache of the latest synched data employees can now do their work and the data is automatically synched as soon as connection becomes available again.

The SocketScan barcode scanners, which is used to record which items are used during a surgery. The Treo can handle signature capture, which is important when the hospital staff needs to sign off on an order. Good Technology's GoodLink pushes e-mail to the field staff, so they're aware when a new message arrives, and handles data security, so that sensitive personal information doesn't fall into the wrong hands. Crosslink has found that the ability to scan kit pieces and manage inventory remotely is invaluable. For example, a sales rep working at a hospital recently needed to report back on the status of all the kit pieces he had on consignment. Rather than have someone drive out there and take care of that, he simply inventoried the items by scanning them, saving the company a lot of money in the process. Operations Manager Joe Carlson observes: "There were few options that could handle everything we wanted, including push e-mail, our custom application and signature capture all on an integrated device. Needing one device do all this and having a cell phone too is the icing on the cake."

Objectware Inc also designed the software to communicate with Crosslink's customer service billing department, supplying minute details about the parts used for each case, down to the catalog and lot code level. Surgery cases are thus reconciled in real-time, without the need for phone calls and faxes, and implants used are immediately reordered for overnight delivery. The next morning, warehouse employees receive the parts and match them with incomplete kits, enabling the company to send out new orders faster. Previously, the same information was written down three to five times and it took 20-30 minutes to deal with each kit, increasing the likelihood of errors and raising costs. The new system, in which two to seven kits can be handled in the length of time it took to process one, gave the warehouse staff a 36% boost in productivity. In fact, Crosslink has been able to handle this year's double digit% jump in sales with fewer employees than last year.

Solution Summary

  • Objectware Inc's custom solution has disposed of the clunky, paper-based system that Crosslink previously used to manage a complicated inventory process, greatly increasing speed and efficiency and reducing the potential for errors.
  • Sales reps can remotely manage kit pieces and surgery scheduling, eliminating the need for other staff members to drive to their location to handle inventory and other tasks.
  • Crosslink achieved a double digit percentage increase in sales with fewer employees than last year, thanks to the gains picked up with the new electronic system.
  • Socket Communications' SocketScan SDIO card barcode scanner lets sales reps, managers and warehouse staff scan kit pieces directly into the system. Crosslink can thus manage its inventory in real-time and fulfill orders faster.
  • GoodLink pushes e-mail to field staff, so they're aware of new messages when they arrive, and takes care of data security.

Technical Summary

  • Palm Treo smartphones
  • Good Technology's GoodLink
  • Socket Communications' SocketScan SDIO card barcode scanner
  • Custom software developed by ObjectWare