Depot Model for Medical Device Service and Repair

The Challenge

BD (Becton, Dickinson and Company), a global leader in medical device manufacturing, faced significant operational hurdles within its depot service organization. The organization relied heavily on paper-based, manual workflows that slowed productivity and hindered visibility across equipment lifecycles.

A particular challenge stemmed from their compliance management system, which also functioned as their installed product database. This overlap created inefficiencies and limited their ability to accurately track and manage service events and compliance tasks. BD needed an integrated solution that could capture every step of an asset’s journey—from return to depot, through repair, and back to the customer—while aligning with global business needs and regulatory requirements.

After selecting Salesforce and ServiceMax to modernize their depot operations, BD engaged Bolt Data to deliver the depot repair transformation.

The Solution

Bolt Data stepped in to evaluate and reimagine the entire depot service transformation. The team quickly mobilized and identified areas in need of reconfiguration. From there, Bolt Data designed and implemented a comprehensive service model built on Salesforce and ServiceMax, while incorporating other systems such as JDE, MFGPRO, SAP, Trackwise, MuleSoft, and Jitterbit.

This solution not only streamlined depot operations but also introduced scalable global processes for onsite services and partner collaboration.

Key components of the solution included:

• Division to Depot Servicing Process: Built a robust workflow to manage warranty and service contracts, generate work orders, track customer complaints, manage loaner inventory, estimate service and repair costs, scan parts via barcode, and ensure accurate and timely returns to customers.
• International Business Center (IBC) Integration: Enabled seamless transfers between IBCs and depot locations for servicing and returns, reducing delays and ensuring process standardization across global teams.
• Partner Community Enhancements: Implemented a collaborative Partner Community portal that allowed BD to manage third-party complaints and coordinate repair tasks with partner organizations. This improved transparency and elevated service quality.

Beyond implementation, Bolt Data supported BD with change management, requirements analysis, end-user training, and technical architecture. In phases of high complexity, Bolt Data even served as program managers to maintain strategic direction and delivery continuity.

The Results

What began as a depot repair intiative evolved into a long-term strategic partnership. Bolt Data’s comprehensive approach gave BD the confidence in the platform and ultimately enabled them to further modernize global depot services at scale.

Key results include:

• Full integration of compliance tracking within depot servicing workflows
• Centralized visibility into repair processes across divisions and geographies
• Enhanced customer experience through faster turnaround times and greater service consistency
• Increased collaboration and oversight with external service partners
• Successful delivery of a global model adopted across multiple international business units

Today, the relationship between BD and Bolt Data spans more than eight years. Together, they continue to innovate and optimize field and depot service operations with a shared commitment to quality, efficiency, and patient safety.

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