Keeping critical medical devices moving

More than 3,700 hospitals across the United States depend on US Med-Equip (USME) to supply critical medical equipment, such as bariatric beds and ventilators, on demand. There is no margin for error when it comes to patients’ lives, and USME has distinguished itself as a leader in the healthcare industry delivering in-stock equipment within two hours plus drive time.

Two friends founded the rental company more than 20 years ago with a big idea to help healthcare heroes with medical equipment they need when they need it—all for a patient in need. Today, USME is known not only for its commitment to rapid deliveries but also for its extensive inventory. USME also provides asset management and tracking solutions to help healthcare facilities optimize equipment use and reduce downtime. The focus on innovative technology and exceptional customer service to support clinicians in their life-saving work has made the company a trusted partner for healthcare providers.

Maintaining and deploying more than 160,000 pieces of equipment from 100 locations “when and where it’s needed” requires sophisticated coordination. Customer service representatives need precise data on equipment location and condition to optimize delivery to each hospital partner.

Meeting growing demands

As the company grew, it sought to simplify and standardize workflows and move to a platform that could keep pace with the increasingly high volume of activity and feature enhancements requested by employees with ideas on how to better support clinicians.

Following the acquisition of a competitor, leadership redesigned its distribution strategy to support long-term growth and operational resilience. USME chose the ServiceNow AI Platform to help. “I’ve worked with many big service providers,” explains Antonio Marin, CIO at US Med-Equip. “The level of ServiceNow’s support, communication, and collaboration is unmatched.”

Optimizing equipment and parts inventory

By streamlining processes and modernizing its technology backbone, USME synchronized and cleaned data from its in-house systems, saving significant annual costs. Developers implemented more than a hundred new process improvements in a matter of weeks, accelerating innovation and ensuring that systems worked seamlessly across departments.

With improved visibility into equipment availability, USME achieves industry-leading utilization rates. These efficiencies fuel the company’s growth by freeing capital and resources to expand services for hospitals nationwide.

“ServiceNow gives us tools and insights to help support our mission of delivering high-quality equipment for hospital partners,” says Marin. “We’ve had zero downtime since going live.”

Delivering service across all channels

All requests for maintenance and service come through Field Service Management (FSM), optimizing scheduling and dispatch to certified biomedical equipment technicians. Enhanced skills tracking helps cut repair times dramatically, equipping technicians with the data and parts they need to resolve issues on the spot.

With improved productivity visibility, managers can support their teams in meeting and exceeding on-time delivery goals. “ServiceNow has supported our teams in viewing, processing and managing equipment orders from their mobile devices,” says Peter Vardaro, IT Business Applications Manager at US Med-Equip. “With ServiceNow automation, we can take an idea from review to production within a week.”

Delivering next-level service

A CIO 100 Award winner, Marin and his team are recognized industry-wide as technology innovators. USME pioneered ways for hospitals to track rentals, deliveries, preventative maintenance schedules, and pick-ups—setting a new standard for transparency and partnership.

Looking ahead, USME is leveraging insights to stay ahead of hospital needs while extending its services to more communities.

“Every decision we make comes back to one simple goal: helping healthcare heroes save lives,” says Antonio Marin, CIO at US Med-Equip. “That’s the mission that drives us to innovate, invest, and keep pushing for better ways to serve hospitals and their patients.”