Streamlining Processes and Enhancing Profitability in the CRT Repair Department

Published in Complex Rehab on July 23, 2025

Streamlining Processes and Enhancing Profitability in the Repair Department By Tyler Mahncke, SVP Clinical Mobility and Accessibility, VGM & Associates and Amy Morgan, Director of Product Management - Power Wheelchairs, Permobil Americas

In the complex rehab technology industry, efficient and profitable repair departments are crucial for maintaining customer satisfaction and business growth. Here are some ideas to streamline processes and boost profitability:

Virtual Diagnosis for Repairs

Implementing a compliant virtual calling method to diagnose repairs can significantly reduce wasted time and fuel. Instead of sending technicians out to diagnose issues, only to return to the office for parts and tools, virtual diagnosis allows for immediate assessment.

Remote diagnostic tools, such as the Permobil Fleet Management portal, can support this process by giving technicians access to real-time chair diagnostics and system data from any computer or mobile device—no need to be physically with the chair. They can view error codes, battery status, and even receive recommended remedy actions, including which parts may be needed for the repair. This remote insight allows providers to assess issues in advance and arrive fully prepared, which may help reduce travel, fuel usage, and equipment downtime.

Encouraging Clients to Bring Equipment for Repairs

While not always feasible, having a policy for your customer service team to suggest clients bring their equipment to your facility can expedite the repair process. This approach minimizes travel time and ensures quicker turnaround, enhancing customer satisfaction.

Stocking Vans with Essential Parts

Conduct an analysis to identify the most frequently repaired equipment, such as casters, drive tires, and batteries. Ensure that these parts are always stocked in the repair vans. This proactive approach reduces the need for multiple trips and allows for immediate repairs, saving time and increasing efficiency.

Billing for Loaner Equipment

Not all dealers bill for loaner equipment, but this small charge can add up over time. When providing temporary replacement equipment, such as a loaner wheelchair or even individual components like a joystick, consider billing for a one-month rental based on the type of equipment. This helps recover costs associated with maintaining and managing loaner inventory. Implementing a billing system for loaner equipment ensures that you are compensated for the temporary use of your resources.

Billing for Labor

Even if a part is under warranty, the labor involved in diagnosing and installing that part is not. Billing for this labor ensures that your technicians' time and expertise are appropriately compensated, contributing to the profitability and sustainability of the repair department.

In addition to standard billing practices, there are several ways to ensure that labor and resources are appropriately compensated:

Adjust Labor Rates and Coverage: Consider increasing labor rates to reflect the full scope of services provided, including diagnostics, travel time, and routine maintenance. This ensures that technician expertise and time are fairly valued.
Billing for Non-Assigned Repairs: For patients who do not have Medicare or Medicaid, providers are not bound by the low allowable fee schedules. This allows for billing the actual cost of the repair, rather than adhering to restrictive reimbursement rates.

Preventative Maintenance Schedule

Develop a preventative maintenance schedule and checklist for your business. When performing repairs, ensure that technicians check for other potential issues that can be addressed simultaneously. This proactive approach prevents future breakdowns and enhances the overall reliability of the equipment.

As Permobil notes, “At Permobil, we understand that preventing problems before they occur is essential to reducing unexpected service calls and keeping equipment performing at its best.”

To support this, they provide maintenance recommendations and resources like cleaning videos and preventative maintenance checklists—available through their Provider Portal at www.permobil.com.

Their Fleet Management system already supports proactive service planning in many global markets, where dealers can use service alerts to create tailored preventative maintenance schedules as part of an optional, purchased extended service plan. While this capability is being explored for the Americas, technicians can still use real-time usage data to address immediate repairs and proactively identify other potential issues, which can contribute to longer equipment lifespan and improved service outcomes.

Organizing Repair Days

Consider setting up designated repair days—monthly, weekly, or quarterly—where your technicians are available in one location for repairs. Notify your client base in advance, allowing them to plan accordingly. This concentrated effort can streamline the repair process and improve efficiency.

By implementing these strategies, the complex rehab technology industry can enhance the efficiency and profitability of its repair departments, with the goal of improving service efficiency and operational outcomes.

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