Frequently Asked Questions

Philips Customer Services Portal

Frequently asked questions

Learn more about Philips Customer Services Portal

If you want to learn how to use the Philips Customer Services Portal in a effective and efficient way, please read the Frequently Asked Questions that are posted below. In case of other questions please submit your question via the ‘Contact Us’ button or contact the local Philips Customer Service organization.

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.

Repository woman
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 Philips Customer Services Portal all of the moving pieces of your imaging inventory just got easier. And it comes with every Philips Equipment.