Assisted Customer with Quidel Support to order Calibration cassetes needed since EMSAR could not fill parts order.
🔍Technician Findings
Derek Reynolds from MSR Biomedical contacted Quidel Tech Support regarding calibration cassettes for their customer, Village Medical, who has two Sophia two instruments. The cassettes could not be ordered through multiple vendors, and Quidel agreed to place the order directly.
Recap
Derek Reynolds explained that Village Medical has two Sophia two instruments and needs calibration cassettes, but their attempts to order them from multiple vendors were unsuccessful, with orders being canceled or not allowed.
Derek asked if Quidel could assist with ordering the calibration cassettes directly, and Quidel Tech Support confirmed they would proceed to order the calibration cassettes for Village Medical, requesting the account name for the order.
Tasks
Derek Reynolds will merge the call and have Village Medical provide the account details to Quidel Tech Support for the order.
⚠️Problem Description
This call involved a Virtual Tech healthcare provider seeking assistance with a canceled calibration cassette order. Derek Reynolds from support looked into the issue, confirmed the cancellation, and discussed next steps to reorder through the appropriate supplier, Medline, by contacting their representative. https://www.ebiotrack.com/workorder.php?wo=73328
Timeline
📞
Case Linked Jan 8, 12:47 PM
Case Number:00557193
Subject:L2 review - HCP
Status:Closed
🚨69.0 business days
📋
▶
5
Work Order Created Apr 16, 10:08 AM
Work Order Created → Status: On Hold → Labor Added → Technician Assigned → Status: Assigned
⏸️
Status: On Hold by Derek Reynolds
From:Entered
To:On Hold
Duration in Previous:0m
⏱️
Labor Added
Type:Labor
Status:Open
Qty:0.35
👷
Technician Assigned by Derek Reynolds
Technician:a0h8Y00000JjEstQAF, Virtual Tech
👷
Status: Assigned by Derek Reynolds
From:On Hold, Assigned, Completed
To:Assigned, Completed, Closed
Duration in Previous:2m, 0m
⏳3.0 business days
📄
▶
3
Status: Ready to Bill Apr 20, 9:16 AM
Status: Ready to Bill → Status: Invoice Pending → Invoice Created
📨
Status: Invoice Pending by Diane Patton
From:Ready to Bill, Invoice Pending
To:Invoice Pending, Invoiced
Duration in Previous:1m, 0m
🧾
Invoice Created
Invoice Number:SM-259620
Bottlenecks
Closed
Duration: 3.0 business days (threshold: 1.0 business days)