If you want to learn how to use the Philips Customer Services Portal in a effective and efficient way, please read the Frequently Asked Questions that are posted below. In case of other questions please submit your question via the ‘Contact Us’ button or contact the local Philips Customer Service organization.
Proper management of service activities across your various imaging systems and software is critical, yet challenging. Philips Customer Services Portal makes life easier by giving you one place from which to manage your assets. Always there, always on Available 24/7, regardless of where you are located, the Customer Services Portal helps you to see which of your organization’s assets are up and running – or to order service for those that are not. Understanding your needs, designed for you To truly understand your needs and provide the best response, we sought your advice. Based upon your feedback, each subsequent Customer Services Portal release will present new opportunities for even greater control over system uptime and productivity via online coordination.
The Customer Services Portal enables better decisions for your medical equipment and related services, and enhances your operational performance by streamlining workflow. It’s always there, always on.
Since your Healthcare facility can consist of multiple locations, departments etc., Philips Healthcare creates Accounts in its Event Management System to group the assets (medical devices). To make sure all dedicated accounts are visible in the Customer Services Portal for our customer we have created a Parent account to which these related accounts are assigned. If an asset, service case or service contract is not visible or information is not accurate displayed in the Customer Services Portal, please contact your local Philips Customer Services Portal contact.
There are two roles defined in Customer Services Portal: • Customer Portal User (CPU): a user that has access to the Customer Services Portal. The CPU can see the accounts of the Customer Services Portal Parent account that are assigned to this account. • Customer Portal Manager (CPM): this user has the same functionality as a CPU, in addition the CPM is also able to handle user management for this parent account: create new CPUs, change account assignment and disable accounts.
Browser | Version |
Internet Explorer | 9 or higher |
Google Chrome | All |
Firefox | All |
Terminology | Description |
Asset Description | Philips internal asset description |
Asset ID | Philips internal asset number |
Case - Priority | 1 - Critical Need |
Case activity -Type | Problem Reported by customer |
Case Number | Philips internal case number |
Case Origin | Phone: case reported via Philips Customer Care center by phone Web: cases reported via Customer Services Portal |
Case Status | New: Case is logged. In Process: Philips Service Engineer is handling the case Fixed: Reported issue has been solved. Closed: Case is closed and archived. |
Custom Asset Name | Customized asset name entered by Customer Portal Manager |
Event Type | Corrective Maintenance |
Expiration Status (Contracts) | Green: >90 days from today Yellow: >30 and <90 days from today Red: <30 days from today |
Functional Location Description | Physical location of the device/asset as per Philips install base records |
Install Date | Installation date as per Philips install base records |
Line Item Description | Description of the Philips contract |
Line Item Number | Entitlements number from Philips Contract Number associated to this asset |
PO | Purchase Order |
Product Modality | Group of Product family such as: |
Report Closure Date | Closure date reported by Philips Service Engineer |
SAP SWO | Internal Philips SAP reference number |
Serial Number | Serial Number of the Asset |
Service Contract | Philips Service Contract Number |
Service Performance & Quality Report | If entitled for your asset, you're able to download the Service Performance and Quality Report for this asset |
Service Type | Onsite |
Ship To | Account to which the contract has been sold to |
Status | Active, Inactive, … |
Technical ID (Tech ID) | Philips internal technical ID |
UDI | Unique Device Identifier |
• Login to the Philips Customer Services Portal: https://www.customerservices.philips.com as Customer Portal Manager. • Go to "My Accounts" tab, sort on Account name and select the Parent account. • Use the buttons to Create, Assign or View Contacts. When creating new users; the locale (date and time notation), time zone and language are set to the CPM default setting.
• Log in to the Customer Services Portal https://www.customerservices.philips.com • In ‘My Profile’ you are able to change the language of the Customer Services Portal.
Please log in to the Customer Portal and navigate to the Report Builder to learn more about how to build reports and find tutorial examples of common created reports.
In the Customer Services Portal you can create a new Service Case via 3 ways: • Home Screen • Via the Case Tab • Via Asset Detail screen Please do not include personal health information or personally identifiable information. Please note in case of a Priority 1, please call your local Philips Customer Service Contact Center immediately.
Proper management of service activities across your multiple imaging systems and software is critical, yet challenging. You need one place to manage your assets. With Philips Customer Services Portal all of the moving pieces of your imaging inventory just got easier. And it comes with every Philips Equipment.
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