Driving Company-Wide Technology Adoption
for a Biomedical Service Leader

Business Challenges

Migrating from a standard service management platform to a bespoke system was technically straightforward, but the real challenge was team adoption.

Two main groups used the system differently…

The groups required different onboarding processes and motivation to adopt new workflows. This was largely due to the operational fragmentation that existed before the new system.

• Jobs were entered manually, one asset at a time.
• Part requests were sometimes handled with paper notes.
• Scheduling relied heavily on Outlook calendars.
• Field technicians duplicated work when reporting repairs.
• Reporting was fragmented across systems.

These inefficiencies slowed operations and made scaling difficult.

Solution

DevCom partnered with Renew to design and implement a fully customized system — Renew Asset Management System (RAMS) — supported by customer and partner portals as well as a mobile application. However, the project’s success depended not only on the software but also on ensuring that the team members actually adopted the new tools in their daily work.

DevCom approached the implementation as a technology adoption program, not simply a deployment of software. The goal was to make sure that Renew Biomedical’s teams incorporated the new platform into their daily workflows.

Platform Ecosystem

To support Renew Biomedical’s operations, DevCom established a custom platform ecosystem centered around the Renew Asset Management System.

The platform integrates with several operational and financial systems that Renew Biomedical uses, including accounting, compliance, scheduling, and analytics tools.

The ecosystem includes:

• RAMS – an internal service management platform that technicians and coordinators use to manage equipment servicing workflows;
• Customer Portal – providing healthcare clients with visibility of service history, approvals, and documentation;
• Partner Portal – enabling distributors to access device and service information;
• Mobile App – supporting field technicians with offline functionality for on-site service work.

Pilot-Based Rollout

Instead of launching the platform across the entire organization at once, DevCom introduced the system gradually through a pilot group.

Once the pilot users became comfortable with the system, additional teams were gradually migrated to the new environment. This phased rollout reduced resistance and inspired confidence in the platform.

A small number of users began working with the new system within a limited workflow. This approach allowed the team to:

• Test operational scenarios on the platform;
• Identify usability challenges early;
• Refine workflows before expanding adoption

Role-Based Training and Enablement

Renew Biomedical’s teams interact with technology differently based on their responsibilities, so DevCom developed role-specific onboarding and training materials.

Training included workshops, documentation guides, and hands-on testing environments where users could explore new features before they were fully deployed.

DevCom also gathered feedback directly from system users during the rollout, guaranteeing that the platform supported real operational workflows rather than theoretical processes.

Two primary user groups were involved.

• Field technicians responsible for equipment diagnostics and repairs
• Customer solutions specialists, coordinating service requests and client communication

Continuous Adoption Monitoring

Adoption was monitored even after the system was launched.

DevCom worked with Renew Biomedical to review feature usage and identify areas in which adoption could improve. When certain capabilities were underused, additional guidance and adjustments were introduced to make the workflows easier to follow.

This ongoing collaboration helped the platform become an integral part of daily operations rather than just another software tool.

Before vs. After Workflow

Technology adoption at Renew Biomedical was reflected in how daily work processes evolved across the company.

These workflow improvements simplified day-to-day operations for technicians and coordinators while providing leadership with greater operational visibility.

Value Delivered

With structured onboarding and gradual rollout procedures, Renew Biomedical successfully transitioned its teams to the new platform ecosystem — encompassing the full roster of internal users including technicians, service coordinators, and customer solutions specialists, along with a vast network of external users accessing the customer portal.

Technology adoption led to measurable operational improvements across the organization. Teams reduced their manual administrative work, improved coordination between departments, and gained access to centralized operational insights.

Leadership now relies on real-time reporting to monitor service activity, recognize operational trends, and support data-driven decision-making.

Most importantly, the organization did not just implement a new system. It successfully integrated technology into everyday workflows, letting Renew Biomedical scale its service operations more efficiently.