One device, no compromise. Healthcare Telesales Conversation Guide 1. Ask probing questions to understand customer priorities: Compatibility What do your current key clinical systems run on? Have you invested in the past in peripherals such as clinical devices, printers, scanners, displays, keyboards, etc.? Are you worried by your reliance on paperwork and the error-rate with hand written forms? What percentage of your time is actually spent with patients or your team rather than tied to the office? Are you able to quickly bring together the right people to solve issues? Is it important for you to boost clinical productivity by running two apps at once (patient records and a drug dictionary for example)? cost Are you interested in getting more value for your investment? Have you considered the total cost of ownership for your technology platform, including device management and support? manage & secure Do you worry about regulation, compliance and sensitive data getting into the wrong hands or being wiped out accidentally? Is it important that multiple users (e.g. nurses) can use the same device? Do you worry about the information that mobile apps may store about your organisation and users? 2. Move into depth on any priority which hits home with the customer: Compatibility Windows protects your investments since it is compatible out of the box with thousands of peripherals and requires no additional configuration. Would you like to protect your existing IT investments including LoB software, IT management processes and your current printers, scanners, medical devices and other key peripherals? Windows support for USB devices can provide greater flexibility than Apple and Android devices for easy integration with different technologies. Windows devices fully support Flash which is often used in interactive ecommerce systems. Windows devices offer seamless local and cloud-based storage, collaboration and sharing through OneDrive for Business from any web-capable device. Users can share apps and settings across multiple PCs. In a health environment these settings can be managed by policy to ensure compliance with regulation.
How well can your staff work as a team when located in disparate locations? Do you have a variety of pc form-factors in your company? The deep integration of collaboration tools like Lync, Skype and SharePoint keep users connected and empower maximum productivity. Windows users have a consistent user interface, applications and services across smartphone, tablet, laptop and all-in-one devices. Windows is the only platform that offers touch, type, pen, talk and gesture inputs. Did you know Windows is designed for all interaction styles? Have you considered how poor mobile connectivity can impact patient interaction and restrict healthcare professionals ability to work in the field? Widest range of assistive technologies for accessibility needs. Chromebook does not have ink capability. ipad does not support mouse. Robust online and offline capabilities; work offline, away from school and save your work. Windows 8 uses up to 76.5 times less network traffic for editing documents than Chromebook. Chromebook offline capabilities are very limited. How do you offer your patients a unique digital experience that complements the physical relationship they have with your practice? The new era of devices deliver on the experiences people love and the enterprise-grade solutions health organisations and patients need. Cost Did you know Windows has the widest range of device choices at every price point? Whether you re looking for a cost-effective touch-first device to leave behind with patients or a sleek 2-in-1 to enhance a professional image, Windows offers a variety of devices at different price points so you can choose the device that s right for your company. What are you looking to spend? Affordable and easy HP Pro 408 G1 ( price) 8 for great portability 3G connectivity Small and light Versatile tablet HP ElitePad 1000 G2 ( price) Wide range of accessories 10.1 Full HD display Optional rugged case Best of both worlds HP Pro x2 612 G1 ( price) 2-in-1 notebook/tablet i5 for hungry LOB apps Shift-beating battery life Manage & Secure Windows devices offer a seamless integration with your current infrastructure and can be managed easier and more securely than the ipad, offering full access to your existing clinical and business systems. Windows device include modern security features like biometrics, PIN and BitLocker to keep devices secure in the field. Does your company prioritise ease of management and data security? Devices can easily be left in the field or go missing in public locations. The ability to strongly encrypt data, recognise that devices are missing and quickly wipe any sensitive data remotely is therefore very important. Offer staff next generation user credentials like biometrics and PIN codes rather than needing to type in long passwords whilst wearing gloves. Manage Apple, Android and Windows devices all on one platform. This could be an outsourced cloud platform such as Windows Intune for cost reduction.
3. Handle customer objections Compatibility Most key clinical systems run on Windows 7. Virtually all of those run on Windows 8 and Windows 10 devices and become touch and stylus enabled just by installing them on a new device. Are Windows devices as compatible as the competitors? Windows devices can run complex solutions and will integrate well with back-end IT infrastructures. Whilst healthcare professionals might need mobile devices, PCs and laptops are still predominantly used by admin staff. Windows devices are fully compatible with your existing investments and infrastructure. Healthcare practitioners will especially appreciate the pen for tablet navigation and data entry with gloved hands. A variety of ports, including full-sized USB ports on some devices, plus mobile broadband, wireless networks and near field communication (NFC) allow healthcare professionals to continue to use the peripherals they already have and use on a regular basis. Google offers no clear communication or roadmap of updates and has been known to add/cut services with little to no warning. Isn t Chromebook s compatibility the same as Windows? Chromebooks have limited compatibility with devices and peripherals because drivers for devices often don t exist. This may mean you need to spend money on new IT rather than using existing resources. Something as simple as printing could require investment as Chromebooks can only print through Google Cloud Print. Adopting a consumer device for use in a healthcare organisation has been challenging for many organisations who have had to purchase additional IT tools to manage the devices, rebuild existing LoB applications for the new operating systems and deal with the limited functionality of a device designed for watching movies, playing games and checking social media sites. How are Windows devices more compatible than Android devices? There are thousands of apps for Android, however only a few are designed for businesses and these are often only a companion for the full desktop, particularly with key clinical systems like electronic medical record systems. Unofficial Android stores are flourishing and app repacking is a common method to distribute malware and compromise user information. Android lacks a general-purpose printing solution or standard way of adding clinical devices through USB. ipads have a single hardware profile so development is fast but hardware options are limited. Aren t ipads the standard with patient-facing staff? ipads may not be compatible with your current hardware infrastructure since it lacks a general-purpose USB solution for printing or clinical device attachment. Because ipads don t have external ports, staff can only print to AirPrintenabled printers. With ipads, users aren t able to access Active Directory, Group Policy or Windows Server files share.
Windows devices are lighter, thinner and faster than ever before, making them ideal for patient-facing work. It s not just the device that needs to be mobile; digitizing paperwork, drug data, treatment notes, etc. keeps the information safe, allows more productivity on the go and will reduce printing costs. Windows delivers best-in-class mobile productivity by offering always-on connectivity, touch-optimised controls, a familiar Start menu interface and a variety of peripherals to help clinicians deliver better patient experiences. What makes Windows devices ideal for healthcare professionals? Not only does Microsoft offer a wide range of devices at different price points but the Internet of Things (IoT) connects disparate systems to drive real-time processes and inform staff. Healthcare professionals need to access the full functionality of Outlook and Office software, without having to learn a new interface. Windows is the only platform that offers touch, type, mouse, pen, talk and gesture. Healthcare professionals need to be able to access multiple apps at once or to use apps that are powerful enough to perform the entire workstream, not just one part of it. Store OneNote notebooks in the cloud to share and access work from anywhere and on any device. Chromebooks rely on an Internet connection to fully function. Even simple, core tools such as email don t function as expected when offline. Chromebooks restrict how staff can interact with devices and don t offer precise inking. I ve heard people can do a lot more with Chromebooks. Windows devices have the best broadband efficiency with more robust online and offline capabilities than Chromebooks and Android devices. Since a Chromebook is a browser-based device with limited hard drive storage, staff may have trouble accessing information in the field when not connected to the Web. A Chromebook can create nearly 700 times more network traffic than a Windows Device and this can put strain on already burdened Internet connections. Users are unable to access familiar productivity tools like Outlook and Office. A second device, typically a pc in the office, is needed to complete basic productivity tasks. Isn t Android able to do more than Windows? There are significant software incompatibility issues between Google s QuickOffice app for Android and Microsoft Office leading to loss of document fidelity and the inability to open many important mail attachments properly. Android input options are fairly limited and most Android devices don t come with a keyboard so you d need to factor those in as after-market accessories and check compatibility.
Sharing information between apps is inconsistent in the ipad, since each developer must add a share button or icon to their app to enable this feature. Aren t ipads able to do more than Windows devices? ipad doesn t come with a keyboard and doesn t run full Microsoft Office. You can use the Office Web Apps to create and make essential edits to PowerPoint presentations, Excel spreadsheets and Word documents on the go, but you can t get the full Office client experience. With ipad, you may need to rely on a full desktop pc back in the office to get work done. ipads can t use two apps at the same time so staff are unable to multitask. Because there is no USB port, sharing files without web access is extremely difficult on an ipad. Cost We don t have the budget. Windows offers devices at the widest range of price points with a range of features for all users from sub 8 tablets to 2-in-1s with digital ink. Prices start from price. Using Windows devices will closely follow the existing cost structure for your organisation s PCs and might even mean savings because no new processes need to be developed. There s very little, if any cost advantage to Chromebooks vs. comparable Windows devices such as the HP Pro 408 G1 at less than price. I ve heard Chromebooks are the cheapest option. It seems the Total Cost of Ownership (TCO) is lower with Chromebooks. Due to Chromebook s web-app and browser OS model, it s likely you ll need to pay more in mobile connectivity charges which will make Chromebook TCO significantly higher. A Chromebook can create nearly 700 times more network traffic than a Windows Device and this can put strain on already burdened Internet connections. Chromebooks and Android devices have limited compatibility with devices and peripherals. You might need to invest in new infrastructure in order to get the most from Chromebooks. Cheaper Android devices are aimed at the consumer and contain lowergrade components. For the same price, I ve heard I can get Android tablets with built in manageability. Models are rarely on the market for longer than 18 months so you may experience non-standardisation and difficulty in repairs. Clinicians are dissatisfied with consumer tablets for clinical use. The initial purchase cost of Android doesn t take into consideration additional costs that might be required to manage, train, deploy, support and secure the technology.
Cost With ipads, you are paying a premium for a device that will have limitations when used in a business environment. ipads may be expensive but they re the standard aren t they? Given Apple s limited range of devices the costs for scaling your business will be much higher as you won t be able to select less-premium devices to cover basic functionality. Although very popular with consumers and businesses, their locked-in OS ecology means limited support after 18 months. ipads can only be purchased from Apple and they lack critical features. With Windows devices, you can choose from a variety of devices and price points from multiple manufacturers. Manage & Secure Apple and Android devices require organisations to purchase additional management tools to allow staff to access corporate resources. Windows devices can be managed using tools the practice or hospital already owns and uses to manage its Windows PCs. Internet Explorer 11 offers best-in-class protection against socially engineered malware. Aren t Windows devices hard to manage? How are Windows devices more secure? Assigned Access (kiosk mode) is a Windows feature that turns your PC or tablet into a single-app device which is perfect in leave-behind cases where patients might need to keep a device short-term for diagnostics or symptom recording. Windows devices offer a seamless and centralized IT administration console for easy deployment, management and security of all devices. Windows and Skype for Business both offer remote support so healthcare professionals can stay with the patients whilst their IT services company remotely troubleshoot and resolve issues quickly and effectively. Windows offers full multi-user capabilities, keeping data and settings separate between individual staff accounts to allow for true device sharing between shifts. Isn t Chromebook security just as good as Windows? 1 NSS Labs 2 Technet and LA Times The browser is the No. 1 attack vehicle for Malware. Chrome blocks only 83.16% of socially engineered malware, while IE 11 blocks 99.96% 1. Chromebooks require users to sign in with a Google ID. Google is known for sharing user personal information with app makers 2. Chromebooks all include a Developer Mode or Jailbreak mode that allows non-trusted software to be installed and run, negating Google security efforts.
Manage & Secure Aren t Android devices more secure than Windows? Android devices are susceptible to viruses, malware and mal-apps downloaded from its store, Google Play, which is not designed for security. The vast majority of new malware is written for Android 3. Android makes it difficult to deal with identified security threats quickly and efficiently. 3 Cisco Annual Security Report I heard ipads are easier to manage than Windows devices. Aren t ipads more secure than Windows? Android offers no control over what apps are downloaded and run on each device, increasing the exposure to malware and increasing security/safety risks to staff and patient data. ipads are not enterprise devices. The browser is the most likely channel for malware attacks. Safari (the pre-installed browser on ipad) only blocks 10.15% 1 of socially engineered malware. Customers have spent years building secure and managed infrastructures. To connect ipads to these solutions requires extra complexity and may require significant investments in third party management solutions. ipads don t work with shared-device platforms and are limited to one Apple ID associated to one device at one time. With Windows, health professionals are able to share a single device without worrying about privacy as each user has their own profile with unique settings. Apple doesn t offer organisational deployment for ipads. Each unit has to be handled and managed by hand and companies often have to create a dedicated infrastructure to manage them. 1 Which Web Browser Offers Best Malware Protection? NSS Labs IT cannot remotely block or approve websites on ipads. Web restrictions can only be enabled when staff are present and able to access the ipad.