Customer Services

Customer Services Portal

The digital platform for asset maintenance, reporting and management anywhere anytime

    Manage service activities for all your healthcare assets
     

    Proper management of service activities across your multiple imaging systems and software is critical, yet challenging. You need one place to manage your assets. With our Customer Services Portal all of the moving pieces of your imaging inventory just got easier. 

     

    At a quick glance you can determine an asset’s status by modality, contract, and location. Easily enter new work orders and track current and historic service data without disrupting your workflow. View reports, contract details, and inventory lists, anytime you want, 24/7. And it comes with every Philips Equipment.

    Customer Services Portal demo
    Watch the customer services portal demo and see how to streamline workflow, view contracts and gain detailed reporting virtually anytime, and from anywhere.

    Login to the portal

     

    Access the management platform, monitor your service requests and review your assets.

    Don't have an account?

     

    Contact us to request access or answer questions about your account (available in selected countries only).

    Powerful features

    Continuously improving
    Continuously improving
    Improvements to contract details, insights into your pool of parts and labor balance and enhancements to search
    Streamline workflow
    Streamline workflow
    Centralized visibility into your assets details helps to streamline your workflow
    Comprehensive reporting
    Comprehensive reporting
    Streamline workflow with better decision-making with tools to build view and download reports
    Convenient access
    Convenient access
    Now you can manage your Philips healthcare equipment and informatics software in one place
    Total service case management
    Total service case management
    Create new service cases, check the status of existing cases and view all service activities at a glance
    View your contracts
    View your contracts
    All your contracts, all in one place with up to the minute details
    Always there, always on
    Understanding your needs, designed for you
    Based on customer feedback each release of the Services Portal delivers opportunities for even greater control over system uptime and productivity.
    Understanding your needs, designed for you
    Always there, always on
    Available 24/7, regardless of where you are located, the Services Portal helps you to see which of your organization’s assets are up and running – or order service for one that's not.

    Why choose the Customer Services Portal?

    Customer testimonial: Erik Dupont

    Customer testimonial Erik Dupont

     

    Erik Dupont, Medical physicist at Zeeland University Hospital, uses Customer Services Portal to drive operational efficiency, predict lifetime of equipment and reduce downtime at the same time.

     

    Watch video

    The Service Portal is a tool that extends the communication with Philips. We see it as a tool to get rid of time wasting procedures. It improves the information flow and it helps getting data from service."

    - Erik Dupont, Medical Physicist, Zeeland University Hospital, Denmark

    Frequently Asked Questions 

    General questions about the Philips Customer Services Portal

    What is the Philips Customer Services Portal?

    Proper management of service activities across your various imaging systems and software is critical, yet challenging.  Philips Customer Services Portal makes life easier by giving you one place from which to manage your assets.

     

    Always there, always on

    Available 24/7, regardless of where you are located, the Customer Services Portal helps you to see which of your organization’s assets are up and running – or to order service for those that are not.


    The Customer Services Portal enables better decisions for your medical equipment and related services, and enhances your operational performance by streamlining workflow. It’s always there, always on.

     

    Understanding your needs, designed for you

    To truly understand your needs and provide the best response, we sought your advice. Based upon your feedback, each subsequent Customer Services Portal release will present new opportunities for even greater control over system uptime and productivity via online coordination.

    The Customer Services Portal structure

    Since your Healthcare facility can consist of multiple locations, departments etc., Philips Healthcare creates Accounts in its Event Management System to group the assets (medical devices).

    To make sure all dedicated accounts are visible in the Customer Services Portal for our customer we have created a Parent account to which these related accounts are assigned.

     

    If an asset, service case or service contract is not visible or information is not accurate displayed in the Customer Services Portal, please contact your local Philips Customer Services Portal contact.

    Types of user accounts

    There are two roles defined in Customer Services Portal:

     

    • Customer Portal User (CPU): a user that has access to the Customer Services Portal. The CPU can see the accounts of the Customer Services Portal Parent account that are assigned to this account.

    • Customer Portal Manager (CPM): this user has the same functionality as a CPU, in addition the CPM is also able to handle user management for this parent account: create new CPUs, change account assignment and disable accounts. 

    Which browsers are supported?
    Browser
    Version
    Internet Explorer
    9 or higher
    Google Chrome
    All
    Firefox
    All
    Glossary
    Terminology
    Description
    Asset Description
    Philips internal asset description
    Asset ID
    Philips internal asset number
    Case - Priority
    1 - Critical Need
    2 - System Down
    3 - System Restricted
    4 - Intermittent problem
    5 - Scheduled Activity
    Case activity -Type
    Problem Reported by customer
    Safety Question
    T2 Activities
    External Remarks
    Case Number
    Philips internal case number
    Case Origin

    Phone: case reported via Philips Customer Care center by phone

    Web: cases reported via Customer Services Portal

    Case Status

    New: Case is logged.  

    In Process: Philips Service Engineer is handling the case

    Fixed: Reported issue has been solved.

    Closed: Case is closed and archived.

    Custom Asset Name
    Customized asset name entered by Customer Portal Manager
    Event Type
    Corrective Maintenance
    Preventative Maintenance
    Field Change Order
    Installation
    Application Support
    Customer Information
    Contractual Upgrade
    Expiration Status (Contracts)

    Green: >90 days from today

    Yellow: >30 and <90 days from today

    Red: <30 days from today

    Functional Location Description
    Physical location of the device/asset as per Philips install base records
    Install Date
    Installation date as per Philips install base records
    Line Item Description
    Description of the Philips contract
    Line Item Number
    Entitlements number from Philips Contract Number associated to this asset
    PO
    Purchase Order
    Product Modality
    Group of Product family such as:
    MR: Magnetic Resonance
    US: Ultrasound,
    CT: Computed Tomography
    IXR: Interventional X-Ray
    Report Closure Date
    Closure date reported by Philips Service Engineer
    SAP SWO
    Internal Philips SAP reference number
    Serial Number
    Serial Number of the Asset
    Service Contract
    Philips Service Contract Number
    Service Performance & Quality Report
    If entitled for your asset, you're able to download the Service Performance and Quality Report for this asset
    Service Type
    Onsite
    Remote
    Bench repair
    Parts Only
    Sub-contractor service
    Ship To
    Account to which the contract has been sold to
    Status
    Active, Inactive, …
    Technical ID (Tech ID)
    Philips internal technical ID
    UDI
    Unique Device Identifier

    Questions about the use of the Philips Customer Services Portal

    How can I create user accounts as a Customer Portal Manager?

    • Login to the Philips Customer Services Portal: https://www.customerservices.philips.com as Customer Portal Manager.

    • Go to "My Accounts" tab,  sort on Account name and select the Parent account.

    • Use the buttons to Create, Assign or View Contacts.

    When creating new users; the locale (date and time notation), time zone and language are set to the CPM default setting.

    How can I change the language settings?

    • Log in to the Customer Services Portal https://www.customerservices.philips.com

    • In ‘My Profile’ you are able to change the language of the Customer Services Portal.

     

    How can I customize my reports?
    Please log in to the Customer Portal and navigate to the Report Builder to learn more about how to build reports and find tutorial examples of common created reports.
    How do I create a Service Case?

    In the Customer Services Portal you can create a new Service Case via 3 ways:

    • Home Screen

    • Via the Case Tab

    • Via Asset Detail screen

     

    Please do not include personal health information or personally identifiable information.

    Please note in case of a Priority 1, please call your local Philips Customer Service Contact Center immediately.

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    What's trending

    Maxime Moor
    Maxine Moor
    VP Customer Service Marketing imaging systems

    @PhilipsHealth

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