About TBI Eightware
? TBI Eightware is a SaaS platform developed by clinical diagnostics experts, specifically designed for manufacturers and distributors of clinical diagnostics equipment.
The platform is built on best practices refined over 30 years of experience in leading multinational companies in the sector. It includes a mobile app, available for free on the Apple Store and Google Play for customers, and a responsive web interface designed for field engineers and application specialists.
TBI Eightware delivers full transparency and traceability in managing customer support operations, covering technical service, equipment administration, service-related financials, warranties, contracts, field force infrastructure, multi-vendor management, as well as performance metrics for both equipment and technical teams.
Explore TBI Eightware
The home screen provides an overview of the number of devices, peripherals, technicians/advisors, and clients, along with two performance indicators and a summary of ongoing service requests.
An expandable menu, providing direct access to key features related to clients, contracts, equipment, peripherals, preventive maintenance, equipment manufacturers/suppliers, support, parts, and technicians, as well as a dedicated area for reports and performance indicators. Multilingual support, with three native languages and the flexibility to add more.
Dark Mode provides greater user comfort and accessibility.
All registrations are organized in interdependent tabs by topic, providing a clean and organized layout. Location data is automatically obtained through the Google Maps Geocoding API, based on the addresses entered by the user.
Measures the percentage of on-site service calls resolved during the first visit. This occurs when accurate remote diagnosis allows the field engineer to arrive with the required parts and successfully complete the repair on the first attempt, with or without using those parts. High rates indicate strong diagnostic accuracy and technical proficiency, directly enhancing customer satisfaction and projecting an image of expertise and efficiency.
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Measures the percentage of service requests resolved remotely, without requiring an on-site visit. High performance in this metric minimizes equipment downtime, enabling faster return to operation, and is influenced by the quality of remote diagnostics and customer training.
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Calculates the average time, in months, between two service requests that require an on-site visit. MTBF can be measured for a specific serial number or across a population of similar equipment. This metric reflects overall equipment reliability and helps identify problematic units, supporting decisions such as potential equipment replacement.
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Measures the average time between a customer’s service request and the arrival of the field engineer on-site. Fast response times improve customer satisfaction, while prolonged delays may indicate resource constraints or scheduling inefficiencies.
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Measures the percentage of preventive maintenance tasks completed within the timeframe specified by the manufacturer. This metric can be applied to a specific device, an entire model population, a regional portfolio, or an individual engineer’s performance.
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Measures the total time, in hours, required to resolve an incident, from the opening of the service request to the completion of the final repair activity performed at the customer’s site. This period, also referred to as “downtime,” represents the portion of the available time during which the equipment remained inoperative.
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Represents the percentage of active equipment in the installed base covered by a maintenance contract.
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Measures the ratio between total hours reported by field engineers and the total productive hours available. This metric is key for workforce planning, identifying staffing needs, and ensuring optimal allocation of resources, particularly when introducing new equipment in a region.
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Uptime refers to the amount of time that equipment remains available and fully functional. It represents the proportion of time during a specified period in which the system operates correctly and is ready for use without interruption. While downtime captures the duration of service disruptions, uptime reflects the overall availability and reliability of the equipment. A higher uptime percentage indicates superior performance and continuity of service.
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Tracks the average time spent on equipment repairs. This data is critical for properly sizing the field support team based on the installed base in a given location, region, or country.
Learn more PDF ReportField service report in PDF format
We offer a comprehensive suite of IT consulting services, including strategic planning, cloud solutions, network security, software development, and ongoing IT support.
We offer a comprehensive suite of IT consulting services, including strategic planning, cloud solutions, network security, software development, and ongoing IT support.
We offer a comprehensive suite of IT consulting services, including strategic planning, cloud solutions, network security, software development, and ongoing IT support.
Do you offer ongoing IT support services?
Key featureIntegrated Performance Indicators: With nine integrated KPIs and a graphical dashboard, TBI-Eightware provides critical insights into both equipment and team performance, helping managers make strategic decisions.
Client ReviewHighly recommend! Tracking and creating requests is simple and fast. Our clinic’s productivity improved a lot since we started using it.
Very intuitive app with a helpful history of requests. Easy to navigate and keeps our clinic organized, making daily tasks much smoother. Highly recommended!
Great app and excellent support! Questions are answered quickly, and the system works perfectly. Makes teamwork so much easier.
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Log in with your credentials and start managing your tickets.
Quickly open new tickets by scanning the equipment’s QR Code.
Check if your ticket is waiting, in progress, or completed.
View all key ticket information and updates in one place.
