"Eliminate your downtime with OEI’s Gold Standard Customer Support"
For Jason Robbins, Vice President of Programs and Global Support at Operative Experience, Inc. (OEI), service isn’t just a job. It’s a calling.
Robbins is a veteran and medical professional, having served for 30 years in the Air Force as an Independent Duty Medical Technician (Paramedic). Those indelible experiences inform his understanding of the military and medical communities and drive his commitment to them. He knows the importance of training on excellent equipment because he’s seen the difference it makes first-hand.
That’s why he and his support team are passionate about making OEI’s customer service the industry’s gold standard.
"Our strength lies in personal connection: from on-site installation and training to prompt repairs, we’re there—face-to-face, every step of the way."
OEI isn’t just meeting customer needs, they’re exceeding expectations.
Creating A Customer-Centric Service Process
Robbins’ team works hard to respond quickly, efficiently, and responsibly to customers’ concerns.
Their goal is to have a resolution timeline between 30 and 60 days; fortunately for customers, they are able to resolve many tickets well under the 30-day threshold.
Have an issue with an OEI product? Here’s what you can expect:
- Contact OEI online or by phone. A ticket is created, and OEI will respond within 24 hours.
- Within five business days of your call, the support team develops a plan and notifies you of the plan.
- Depending on the issue, it might be possible for a quick resolution by phone or video call with a technician. (Many customer service issues are able to be fixed remotely.)
- If remote troubleshooting isn’t possible, an OEI technician will schedule an on-site repair or a more intensive support plan.
Setting the Standard for Customer Care
OEI may be a “small” business, but it’s making a huge impact across the industry. With attention to detail across the enterprise, OEI’s customer service is as highly specialized as its mannequins.
While OEI’s medical simulators are highly durable, they do require highly technical care when they are not operating optimally.
OEI’s team of service professionals stand head and shoulders above the competition, clocking in with better customer satisfaction, appreciable minimization of downtime, and superior product expertise.
“When it comes to innovation and dependability, OEI leads the way. We don’t just meet industry standards—we set new ones.”
Here are a few ways they’re doing just that:
- Global service depots in Maryland, Texas, and Germany mean that representatives are deployed to customers faster, and customers are able to get back to training medical professionals sooner.
- Depending on the situation, loaner mannequins may be available to customers so their training programming can go on without a hitch.
- Tailor-made service plans mean that each response is custom-created for every customer’s unique needs.
- OEI relentlessly searches for weaknesses and pain-points before they become a problem for customers.
Committing Beyond Repairs
At OEI, customer service is more than fixing something that’s broken. It’s about ensuring that every time the customer has an experience with OEI’s products or people, it’s a good one. That’s why OEI supports customers through the entire life cycle of their mannequins, in ways that extend past troubleshooting.
Through partnerships with organizations, like the U.S. military, OEI regularly offers pro gratis training, sponsorships, and support at events.
“At OEI, the job isn’t done until our customer is not just satisfied, but confident in our partnership and support.”
In a world of automated responses and distant support, Operative Experience stands apart. This isn’t just customer service; it’s a dedicated partnership. By combining deep field expertise with a proactive, hands-on approach, OEI ensures that the critical, life-saving training you provide never misses a beat. It’s a commitment that fosters confidence, minimizes downtime, and sets a new gold standard for the entire industry.
Ready to partner with a team that’s as invested in your mission as you are? Contact us today to learn more about our Gold Standard Customer Support.
Download the full Redefining Customer Service article for more details.
