The Complete Guide to Texting for Medical Device Companies

Introduction To Texting for Medical Device Companies

Medical device companies do not have it easy! It is a lot to juggle with strict regulations, high-stakes timelines, supply chain challenges, and constant coordination with healthcare providers. And in all this complexity, poor communication can slow everything down. Or worse, put patient safety at risk.

Texting for medical device companies is becoming increasingly popular. Secure medical texting that simplifies what used to be long, fragmented chains of communication with healthcare professionals, customers, and field teams. With evolving demands and logistics getting more tangled, there is a real need for faster and more reliable ways to communicate in everyday operations.

This insightful guide shows how texting can streamline your operations in this high-pressure industry. 

Importance of Texting for Medical Device Companies

Here are some key reasons why medical device companies need texting as their go-to communication medium: 

• Unlike calling, which can lead to long wait times or lost connections, texting makes sure important messages are never lost. It removes the back-and-forth characteristic of phone calls or emails. This explains why the need for fast and reliable communication is highly promoted among the medical device companies because of their tight deadlines, complex supply chain, and urgent service demand. 
• You do not have to wait for calls or go through inboxes, you can track orders, check in with field personnel, and send updates in real time using texting. Automated texting frees up a lot of your team to focus on more pressing things by handling repetitive tasks such as order confirmations and appointment reminders.
• A big challenge for medical device companies is keeping up when, say, for instance, a shipment of surgical equipment is delayed or a technician needs a replacement part urgently. Moments like these demand prompt updates and faster decisions. And, texting for medical device companies keeps coordination smooth and responsive when it matters most.

Benefits of Texting for Medical Device Companies

Although texting may seem simple, for medical device companies it is a valuable tool that facilitates daily communication. Let us explore some of the key benefits texting offers.

Higher Response Rates

People don’t always pick up calls or check emails right away, but a text? That usually gets a quick reply. You can get the response you need without having to wait. Texting is very helpful for last-minute changes or urgent updates.

Reduced Support Load and Call Volumes

Instead of your support team spending hours on the phone or handling refill calls individually, texting with VoIP can take care of the basics for you. From pickup reminders to shipping status updates, prompt texts can address common queries before they escalate into support tickets.

Improved Customer Engagement

You can send product education tips, check in after a device setup & onboarding, or even follow up with a simple “Are you experiencing any issues with your device?” Such small gestures go a long way in building trust with your customers.

Streamlined Order and Delivery Updates

Time is of the essence for medical deliveries. No one likes guessing when an important package will arrive. Texts with real-time shipping status or delivery tracking updates help customers remain informed and in control in preventing missed deliveries and making sure that critical equipment reaches the destination in time.

Simplified Refills and Medication Reminders

Being out of essential supplies or forgetting to re-order can be frustrating for customers and risky for their care. A simple reminder text is all it takes to keep track of their medication or supplies.

Enhanced Insurance Claim Readiness

Filing claims can be tricky, particularly if documentation or device usage information is missing. A short text request for a required document or confirmation of submission can help customers stay on track, which promotes a better state of insurance claim readiness overall.

Timely Maintenance and Replacement Alerts

Devices don’t last forever. Texts can inform your customers when it is time for routine maintenance or if it is time to replace a part. That involves fewer breakdowns and better device performance with a timely reminder.

Cost-Effective Communication

Those phone bills add up fast. And so does the time your team spends stuck on calls. Texting helps you cut down on both. It saves hours, reduces call center expenses, and allows you to automate repetitive tasks without sacrificing the personal touch.

Use Cases of Texting in Medical Device Companies

Alerting a hospital about a delayed oxygen concentrator, helping a field technician schedule a device setup, or reminding a patient about a replacement part, all of these cases have one thing in common: timing matters. 

Texting for medical device companies offers a simple way to handle these high-stakes moments with calm and clarity. Sending the right message at the right time makes all the difference, without overwhelming anyone with unnecessary updates. The following use cases show how a single text can help solve real problems, support care, and ease everyday tasks.

Order and Shipping Notifications

No one enjoys guessing where their package is, especially if it is something as important as a medical device. An immediate message on the order update or the shipping status keeps your customers in the loop from when the order leaves the warehouse to when it reaches their doorstep. Texting for medical device companies builds trust and saves customers the hassle of checking in to find out the status of their order.

Missed Delivery Alerts

Missed deliveries are more than a mere inconvenience and can delay patient care. A short message in advance over SMS can be used to reschedule the appointment right away, or an alternate arrangement can be made. It is a tiny nudge that averts major delays and saves time for everyone who is concerned.

Device Setup and Onboarding Scheduling

It may feel intimidating to install a medical device initially. Texting makes it easier by letting customers schedule a text message to remind them about their onboarding session or even confirm the technician’s visit. It clarifies the process and makes the user feel supported from day one.

Post-Purchase Follow-ups and Feedback SMS

A follow-up message such as “We hope you are satisfied with your device” can feel  

reassuring and professional. It gently reinforces support without being intrusive. You can even add a feedback form or a link to review the product in the message itself. Texting makes it easy to gather honest feedback in a way that feels natural, not like filling out a long survey.

Product Training and Education

Not all people read manuals (or want to). Such texts that provide bite-sized product education tips, how-to videos, or troubleshooting shortcuts are quite good to facilitate device learning. It can be a reminder regarding how to clean the product or when to calibrate it, so on and so forth; these nudges help reduce any product-related confusion and enhance its usage.

Insurance Claim Status and Updates

Insurance paperwork can be like an inescapable black hole. Sending these real-time updates through text keeps the customers updated about the status of their insurance claims without the need to chase for answers. It reduces anxiety and calls, which can get you a few gold stars for your transparency.

Warranty and Product Registration Notifications

People forget to register products. A gentle reminder via SMS helps customers register their products and activate their warranty without any stress. It is also a good opportunity to share helpful information on what the warranty covers without hiding it in fine print.

Customer Support and Inquiry Responses

Whether it is a quick question about product features or help with troubleshooting, texting for medical device companies makes support simple and easy to follow. You can use an AI SMS chatbot to handle FAQs instantly while still giving customers the option to connect with a support agent when needed. 

Seeking an AI way to bring all this together? Say hello to Sarah — an intelligent AI agent created to make your texting experience easier than ever. Check out this video to see what Sarah can do for you. 

Best Practices of Texting for Medical Device Companies

Texting for medical device companies can be an incredible tool to improve communication, but like any other tool, it has to be used the right way. Here are some best practices to adopt to maximize the benefits of texting while staying compliant and professional:

Ensure HIPAA-compliant communication

Privacy and confidentiality are non-negotiables in the world of medical device companies. Staying HIPAA compliant should be the focus of your communication strategy. Messaging can have a very high level of functionality as a channel, but by no means should patients’ data or sensitive data be sent without using encryption.

Avoid Sending Sensitive Information via Text

While texting is fast and convenient, certain information is better shared through more secure channels. Do not send sensitive patient information or device specifics that may compromise anyone’s privacy. Instead, reserve texting for reminders, updates, or directing customers to more secure platforms for sensitive matters.

Leverage Automation for Routine Notifications

With automation, you can make daily operations smoother for everyone. Order updates, shipping confirmations, and follow-up reminders can be automated and sent to multiple customers using the same device effortlessly through bulk texting. This way, your team doesn’t get bogged down by routine tasks, ensuring a responsive system without taking up precious time or resources.

Use Two-Way Messaging for Support and Queries

Two-way texting is an invaluable tool for customer support and troubleshooting. It makes it possible for patients or healthcare professionals, or even field agents, to reach out with questions or flag some concerns, while also ensuring that your team responds promptly. Such an interactive communication resolves the issues faster and develops strong relationships.

Set Up Internal Texting Protocols

Just as you would for emails or phone calls, it is important to establish internal texting protocols for your team. This ensures that everyone is on the same page when using texting for medical device companies. Define when texting is appropriate, what tone to use, and the best practices for responding to different situations. A little clarity and you will find that things are a lot easier to organize and to work in.

Train Teams on Texting Etiquette and Security

Whatever the message may be, make sure texting etiquette is followed, the tone stays professional, the content is clear, and security issues are addressed. Your team should be well-trained and educated on the necessary guidelines to handle texts responsibly, such as maintaining privacy and responding appropriately to patient inquiries.

Monitor and Audit Communication Logs Regularly

Texting can get busy, so it is important to regularly monitor and audit communication logs to keep everything running smoothly and securely. Periodical checks help prevent miscommunications and make sure privacy standards are followed.

Challenges of Texting for Medical Device Companies

While texting offers many advantages, there are some challenges to consider for the medical device industry. Here are some common hurdles companies face while leveraging texting for customer communication:

Missed or Delayed Deliveries

Failure or delay in delivering the order may frustrate the customers, especially in the case of critical medical machinery. Customers want timely deliveries, and if things go wrong, they also want an immediate response. Texting can help alleviate this challenge by providing real-time delivery updates. Nevertheless, the challenge is in timely communication of these texts to customers as well as providing them the needed information, and solving issues on time. Here, routine monitoring and timely tracking play an important role.

Unanswered Calls and Long Wait Times for Support

Using traditional support channels, like phone calls, often results in long wait times, which can be frustrating for patients and healthcare professionals. Texting offers a quicker alternative, but the challenge is ensuring that responses are timely and helpful. With automated systems and proper staffing, medical device companies can be able to handle inquiries more smoothly, such that the customers feel heard.

Poor Follow-Up and Reminders

Inconsistent follow-ups or missed reminders can ruin customer experience and even jeopardize patient care. Texting provides a great opportunity for proactive follow-ups, such as medication reminders or maintenance updates. Nevertheless, the challenge lies in implementing a system that ensures every customer receives the right follow-up at the right time without missing important notifications.

Limited Support After Device Purchase

Following an initial purchase of a device, most customers lament being left out when considering maintenance. With texting for medical device companies, businesses have an opportunity to stay in touch and provide continued support. However, the challenge is to maintain communication even after the sale, to inform the customer on how to use the device and address any troubleshooting needs.

Lack of Real-Time Shipping Status and Updates

Customers want to know the status of their order, specifically for medical devices. Without shipment updates in real-time, customers often end up in the dark and may even try to contact for information, adding to the burden on your support team. The challenge is how to give accurate and timely updates using text so that customers are informed about any delays, new shipping information, or when to expect the arrival of their devices.

How To Set Up SMS For Medical Device Companies Using Emitrr

Emitrr makes communication for medical device companies simple, easy, and secure. With advanced SMS automation and AI-powered texting capabilities, you can automate routine messages without sacrificing speed or accuracy. Intended to safeguard your communication, secure texting for healthcare guarantees that all messages are HIPAA compliant, protecting sensitive information as per the standards of this industry. If you are looking to take the next step in optimizing your texting for medical device companies, here’s how to get started with Emitrr in just a few easy steps:

Step 1: Configure Your Business Phone Number

Start by activating your current business landline or mobile number for texting or by purchasing a new 10DLC through us. This number will be your dedicated line for all SMS-related communications.

Step 2: Register for A2P 10DLC Messaging

In order to meet the carrier regulations and achieve high deliverability rates, register your business for Application-to-Person (A2P) 10DLC messaging. In this process, we will help you by gathering the needed information, including your business’s legal name, tax ID, and sample messages that will be submitted to The Campaign Registry on your behalf.

Step 3: Integrate with Existing Systems

Integrate with your existing CRM, order management, or service ticketing systems with Emitrr to sync customer and device data in real time. For medical device companies, it means that you can automatically share device shipment information, appointments for installation, service reminders, or part replacements without having to switch between platforms.

Step 4: Set Up a Shared Message Inbox

Create a shared message inbox so that all your text messages come to one place. This feature enables several team members to receive, respond and manage conversations efficiently, and no message goes unnoticed.

Step 5: Assign Roles and Permissions

Define the role of users and permissions to control access levels within the platform. Assign conversations to specific team members, and implement the process of organized and accountable communication management.

Step 6: Implement Secure Texting Practices

Enable Emitrr’s secure texting option to protect customer and device-related information. Whether it is warranty updates, order details, or service appointments. For medical device companies, trust means protecting each message. From encryption and verification layers to full HIPAA and TCPA compliance, Emitrr provides it all.

Learn how Emitrr makes your messages safe with our secure texting feature in this video:

Step 7: Automate Routine Notifications

Use Emitrr’s automation features to send run-of-the-mill notifications, including device shipment updates, setup reminders, part replacement reminders, and service follow-ups.

FAQs

Conclusion

Communication in medical device companies is not merely a routine; it is part of the care you provide. Whether it is getting a device to the right hands at the right time, reporting a delay, or simply checking up after delivery, every message plays a role in the bigger picture. Texting makes these moments quick, clear, and easy to manage.

With Emitrr, you can cut down on back-and-forth calls, automate what needs to go out effortlessly, and still offer the support where it counts. Book a free demo and see how texting can elevate communication in your medical device company.