40 GLOBAL SERVICE
DELIVERING EXCELLENCE IN CUSTOMER SERVICE
Training the customer, listening to the customer and learning from the customer: this is the mantra that drives Niclas Borglund, Director of Service for RaySearch, and his global team of applications, IT and physics specialists as they create the conditions for cancer treatment centers to get the best from their RaySearch software in day-to-day clinical practice.
“Our role begins and ends with a five-star training experience for the end-user,” explains Borglund. In this way, the service team ensures that customers are supported fully in their use of RaySearch ® software – a partnership that ultimately helps oncology clinics to deliver enhanced treatment outcomes for their cancer patients. “Our applications and physics specialists combine deep domain knowledge of product functionality with a user-centric view of how best to apply the software in a clinical setting,” he adds. TRAINING REIMAGINED Given the sustained impact of COVID-19, however, Borglund and his colleagues were forced into a root-and-branch overhaul of the RaySearch training program during 2020. “Traditionally, our introductory training takes place on site at the customer’s clinic,” he explains. “As they progress onto advanced functionality, we then invite more experienced users across to our dedicated training facility here in the Stockholm head office or our New York or Santa Clara training centers in the US.”
That tried-and-tested model suddenly proved a non-starter last spring, at which point the training program migrated to an all-online experience. Adaptation was swift and largely seamless, notes Borglund, who is full of praise for the way his team flexed its approach – learning an awful lot about online education in double-quick time. He concedes there are significant upsides to the online model – not least the aggregate time/cost savings for customers and RaySearch
