Customer Training For medical companies selling new or advanced technologies, high quality customer in-service training is essential to promoting sales and getting your technology adopted. Broad use of your new device, technology or drug requires that your customers become properly trained and comfortable with the use of your products. To accomplish this, your training must be engaging, informative, convenient to access and affordable. High quality customer training also improves the perception of your company in the marketplace and will differentiate you from competitors.

A Common Problem Because hospitals and physicians won’t pay the time or travel costs to send their staff to your location for training, most companies are forced to send clinical experts to each installation to deliver training. Or, they have their sales reps conduct live, in-service training sessions. Either way, the job of consistently delivering high quality, live, customer training can be overwhelming. Sending on-site experts is very expensive, and with worldwide demands, your experts and trainers cannot be everywhere at once. From your customer's perspective, training must be conveniently accessible (which means 24/7 in order to support all shifts), which is difficult to satisfy with live training. From your sales rep’s perspective, time spent delivering in-service training takes away from time spent selling.

StarCast Physician Portal Solution StarCast allows you to automate the entire customer training process with online courses, tests and certificates (Figure 1). Your customers will appreciate that your online courses can be viewed from the hospital floor, a patient’s room, home, or anywhere—day or night. No longer will your customers have to wait weeks or months to begin using your new technology. Doctors and clinicians can review training information just before a procedure. Having instant access to refresher training is very helpful for clinicians who do not necessarily work with your product every day. Your training is now much more convenient and accessible for your customer, which makes it a customer-friendly solution.

Should You Still Offer Live Training? Of course. Live training is a necessary part of communicating high level, nuanced information, and for developing an ongoing relationship with the people who are using your products. However, the cost and time associated with live training can be astronomical for both you and your customers. In addition, live training is often not necessary and very inefficient. High quality, animated online content with video can often do a better job of teaching and explaining concepts than a live instructor can deliver.

The Foundation Your online training content can become the foundation of your entire in-service training program with live training offered as a supplement to be taken after your online programs have been completed. How much or how little of your training you choose to place online is entirely up to you, but the benefits of automating at least some of your training can’t be overstated.

Off Label Liability Protection Need another reason to automate your customer training? Online training guarantees that everyone sees exactly the same information delivered with exactly the same level of precision and comprehensiveness. This protects you from the liability of off-label use of your products by customers who might claim they were misinformed by sales people or others. StarCast tracks what each customer viewed, how long they watched, which videos they saw and what test scores and certificates they received on each of your products. Absolute verification!

Improved Customer Service Upgrade-training courses can now be available to your customers the instant you release improvements or upgrades. Re-training due to hospital or physician office staff turnover is also no longer a problem. New clinicians simply log onto your Physician Portal and take the training they need. Your sales reps then follow up to answer questions.

Slash Costs Even if you only eliminated 50% of your live training expense by shifting to online sessions, how much would you save? If you conduct live training at your own facility, how much would you save by holding half as many sessions during the year?

Developing an Online Curriculum With StarCast, converting your live training to an online curriculum is much easier than you might imagine. This is because most of your training content is probably already built. If you conduct live training, you (or your content experts) most likely use PowerPoint presentations to teach your customers about your products. StarCast allows you to use these same PowerPoint presentations, record audio instruction with each slide (just as if you were presenting to a live audience), and quickly publish your courses to the web. Your online courses can be PUSHED to your Physician Portal while StarCast tracks every view, download and test score associated with your material.

Expand Your Business StarCast makes the process of automating your Physician and Nurse training simple. With a turnkey system that can be launched within minutes, you can begin to PUSH training as quickly as you can get it uploaded to the system. StarCast representatives are standing by to help you get started. With a 14-day free trial, there’s no reason to wait. The sooner you automate, the faster your business can grow!

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