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Instant
Self-Service
Self-Service
End users scan a QR code on the device and get immediate, AI-assisted help, no app, no login, no training. Issues get resolved at the source, in 524+ languages.
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Real-Time Service Records
Every scan and ticket builds a complete, device-level digital twin. Full visibility into service history, tickets, and compliance status in one place automatically synced with your ERP and PIM.
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Smarter Technician Dispatch
Technicians are only dispatched when truly necessary, and arrive with full device history, prior tickets, and documentation already loaded eliminating guesswork and repeat visits.
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Compliance-Ready Traceability
Every interaction is linked to a serial-number-level digital twin, giving you complete, audit-ready traceability for regulatory reporting across every market you operate in.
Proven Impact Across the Industry
From faster ticket resolution to higher first-time fix rates, sqanit customers see measurable improvements within weeks of going live - not months.
27% cost reduction
2x faster ticket resolution
93% scan adoption
4x faster case resolution
Faster Onboarding
Broader Reach
Case studies
Real customers, real service teams, real results - see how sqanit transforms medical device service operations.
About Asclepion Laser Technologies
Asclepion is among the world’s leading manufacturers of medical laser systems for aesthetic medicine and surgery. Devices such as NanoStar, AlexStar, Dermablate, and MeDioStar enable treatments ranging from hair and tattoo removal to skin and vascular therapies. The goal is to provide physicians worldwide with precise, safe, and efficient technologies, supported by excellent service.
The challenge: why service reached its limits
Asclepion intentionally designed its service to be close to customers. The team was reachable through many channels to make it as convenient as possible for customers. Over time, however, this resulted in a broad channel mix: email, phone, and WhatsApp, sometimes even as voice messages. As a result, requests landed with different people across different departments. This made scaling harder, extended response times, and made the process more difficult to oversee.
“We were looking for a central way for customers to reach us when a problem occurs,”
Matthias Woiwode.
Service & digitalization - Asclepion
The solution: sqanit
Asclepion compared several systems and chose sqanit. The deciding factors were ease of use, high user acceptance, and fast integration.
Why sqanit convinced them
“The test demo tailored to us completely convinced us. Service information is available directly on the device, and our customers can solve problems on their own. Exactly this simplicity was the deciding factor,”
Matthias Woiwode.
Service & digitalization - Asclepion
Access directly on the device via QR code, with no login and no app
Self-help content for customers, directly linked to service actions
Ticketing, document sharing, and appointment coordination in one end-to-end process
Video submission via scan for precise fault diagnostics
Automated routing to the right contacts
Why sqanit convinced them
Asclepion is among the world’s leading manufacturers of medical laser systems for aesthetic medicine and surgery. Devices such as NanoStar, AlexStar, Dermablate, and MeDioStar enable treatments ranging from hair and tattoo removal to skin and vascular therapies. The goal is to provide physicians worldwide with precise, safe, and efficient technologies, supported by excellent service.
The results: what really changed
In the past, it was difficult to get reliable numbers. How long a case took from intake to processing could not be stated with certainty; in practice it was often three to four hours. Today, the process is measurable end to end. An average case is closed after 41 minutes, and a ticket is created in 78 seconds. This represents a four- to fivefold acceleration and has also created the basis for continuous improvement.
Positive effects
Support cases are resolved about 4x faster
Customers resolve standard questions on their own
The service team focuses more on complex tasks
All requests come together centrally and in a structured way
“Customers can now resolve simple problems and questions that come up often on their own. That takes a huge load off our team,” Woiwode says. “The feedback is consistently positive, both from customers and from employees.”
Matthias Woiwode.
Service & digitalization - Asclepion
Outlook
Asclepion continues to expand its digital service platform. The next step is the AI assistant based on OpenAI. Administration is handled directly via the sqanit AI module.
“With the AI assistant, we are taking the next step. In the future, our customers will simply be able to chat to get immediate help with operation and troubleshooting, in their language. At the same time, the assistant also supports our employees internally by making technical information quickly findable. This keeps all answers consistent, up to date, and based on our validated content.”
Matthias Woiwode.
Service & digitalization - Asclepion
Conclusion
The result is tangible: less effort, more speed, satisfied users. Tickets are created in seconds and cases are closed on average within 41 minutes. The organization now operates measurably faster and uses this transparency to continuously improve service. The planned AI assistant extends this advantage with direct, context-sensitive support.
Key Facts
Industry: Medical technology
Challenge: Unstructured service communication and long response times
Solution: Text assistant, ticketing, smart routing, concierge, wallet, video sessions, white label
Result: 4x faster case resolution, self-service for customers, positive feedback across all areas
Time to value: Within a few weeks
About myoncare
myoncare is a digital health platform that enables hospitals, clinics, and physicians to create and operate semi-automated digital care pathways. Through the app, patients can exchange messages, join video calls, complete symptom check-ins, and share wearable data. Medical staff receive dashboards for monitoring, automated alerts, and optimized documentation. The goal is continuous, coordinated care before, during, and after treatment, with reduced effort and improved outcomes.
The challenge: why service became the bottleneck
As a digital health platform, myoncare works with a wide range of stakeholders: clinics, physicians, IT leads, patients. Service requests came in unstructured via email, phone, and other channels. This led to several issues:
Knowledge silos: Information lived in the heads of individual employees. When people were on vacation or out sick, handovers were incomplete.
Repetitive work: Similar requests had to be answered manually again and again.
No measurability: There were no reliable figures for processing times, ticket volume, or service quality.
Manual coordination: Many alignments across departments were required to handle requests.
“In healthcare, we have international competitors who are getting stronger and stronger. In our view, beyond innovation, you need strong service as a real differentiator. It keeps our customers with us and is increasingly the deciding factor in winning new customers.”
Mohamed Ragab.
CTO, Myoncare
The path to a solution: why sqanit?
Previously, myoncare used Confluence for knowledge management. However, it was not designed for ticketing. Pages or tasks had to be maintained manually, labels were inconsistent, and after just a few weeks there were ten different versions of the same category. Sorting became slower instead of faster.
sqanit offered a test pilot in which myoncare could validate two core criteria:
Change in service effort
Adoption among end users (= code scans)
The decisive factor, however, was compliance. In healthcare, especially in the German market, strict requirements apply, particularly for systems used by multiple stakeholders.
“The test demo tailored to us completely convinced us. Service information is available directly on the device, and our customers can solve problems on their own. Exactly this simplicity was the deciding factor,”
Mohamed Ragab.
CTO, Myoncare
Why sqanit convinced them
Structured ticketing: Guided ticket creation with automatic prefill of key information
Smart routing: Requests are automatically assigned to the right person
Multi-stakeholder communication: Lean and streamlined through one central platform
Compliance-ready: ISO 27001, ISO 13485, MDR, C5 already covered
Dashboard & Analytics: Real service measurability for the first time
QR code access: Accessible and widely adopted, at the latest since COVID
“Yes, I would recommend sqanit because everything has been considered for companies in the healthcare industry. Especially when you have several different stakeholders, communication is so lean and streamlined,”
Mohamed Ragab.
CTO, Myoncare
The results: what really changed
Before sqanit, myoncare had not quantified its service cleanly. Emails or tasks could have been counted manually, but there was no structured tracking. With sqanit, service was professionalized.
The results: what really changed
In the past, it was difficult to get reliable numbers. How long a case took from intake to processing could not be stated with certainty; in practice it was often three to four hours. Today, the process is measurable end to end. An average case is closed after 41 minutes, and a ticket is created in 78 seconds. This represents a four- to fivefold acceleration and has also created the basis for continuous improvement.
New measurability
Number of tickets by category
Time to first response
Time to resolution
Ticket creation time
This transparency enables continuous improvement and data-driven decisions.
Positive effects
Faster routing: Requests are automatically routed to the right contacts
Reduced manual effort: Structured processes instead of manual back-and-forth
Scalable knowledge sharing: No more dependency on individual people
International reach: Automatic translation of content into 200+ languages through integration with DeepL/Google Translate
Higher adoption than expected: QR code access is perceived as more accessible than email or phone
“The features go so far beyond those of a general-purpose ticketing system that we definitely don’t want to go back. This is what best practice looks like in 2026.”
Mohamed Ragab.
CTO, Myoncare
Conclusion
myoncare has shifted its service from fragmented to professional. What was previously not measurable is now tracked and improved systematically. Structured communication via a central platform saves time, reduces errors, and creates the foundation for scalable growth, while meeting strict healthcare compliance requirements.
Key Facts
The result is tangible: less effort, more speed, satisfied users. Tickets are created in seconds and cases are closed on average within 41 minutes. The organization now operates measurably faster and uses this transparency to continuously improve service. The planned AI assistant extends this advantage with direct, context-sensitive support.
Industry: Digital Health / eHealth
Challenge: Unstructured service communication, knowledge silos, no measurability
Solution: Ticketing, smart routing, dashboard, push notifications, multi-language support
Result: Measurable service KPIs for the first time, faster routing, international scalability
Time to value: Within a few weeks (8 weeks from kick-off to go-live)
Customer cases
sqanit delivers the missing USP: service excellencees
"With sqanit, we get to the actual issue faster — the customer notices immediately."
Fernando D.
Director Service Henry Schein
"sqanit has given our first responders something invaluable: confidence in the field."
Andreas B.
Operations Lead, Bavarian Red Cross (BRK)
The service platform that turns every device into a traceable, measurable asset so your team can resolve faster, comply easier, and never lose sight of what matters
