Salesforce
ThinkSurgical: Scaling Field Service Operations for FDA-Compliant Orthopedic Robotics
Location
Fremont, CA
Industry
Medical Devices (Orthopedic Robotics)
Customer Segments
- Orthopedic surgeons (knee and hip replacements)
- Integrated Delivery Networks (IDNs), Group Purchasing Organizations (GPOs)
- Group Purchasing Organizations (GPOs)
Solutions Stack
- Salesforce Service Cloud
- Salesforce Field Service
- Field Service Mobile App
- Integrated Asset Management with Propel PLM
- FDA-Compliant Data-Capture Architecture
At A Glance
Challenges
- Error-Prone, Lagged Tracking — Spreadsheet logs caused data gaps and day-end updates, undermining real-time dispatch and FDA audit readiness.
- Fragmented Scheduling & Communication — Phone/email coordination left surgeons waiting, drove technician overtime, and produced incomplete procedure records.
- No Real-Time Ops Dashboard — Managers couldn’t see technician status or work-order progress, leading to duplicate dispatches and SLA slips—issues set to multiply as install volumes rise.
- Asset Blind Spots — Lacked a unified system to track installed robots and components across hospitals, complicating maintenance, warranty validation, and recall readiness.
- Part 11 Compliance Risk — Integrating a new service platform with Propel’s FDA-validated PLM threatened audit-trail integrity and regulatory clearance.
Solutions
- Service Cloud Implementation — Configured accounts, contacts, cases, entitlements, and milestones for full-lifecycle customer visibility.
- Salesforce Field Service — Centralized work-order management, optimized dispatching, and real-time technician scheduling.
- Field Service Mobile App — Gave technicians mobile access to work orders, guided checklists, photo capture, and on-site service logging in real time.
- Integrated Asset Management — Synced serial-numbered robots and components from Propel into Salesforce Assets, linking them to accounts and work orders for full traceability.
- FDA-Compliant Data-Capture Architecture — Evaluated Salesforce Flows and vetted third-party form tools, then recommended a fit-for-purpose approach for complex field requirements.
Results
- Real-Time Activity Visibility — A single dashboard replaced status-chasing emails and let managers reroute technicians within minutes of a change in hospital needs.
- Data-Driven Dispatch — Automated scheduling trimmed unnecessary travel and eliminated last-minute overtime assignments.
- Audit-Ready Service Records — Digital checklists and on-site logging produced complete, FDA-traceable documentation on the first pass—no rework required.
- Scalable Service Model — Streamlined processes can absorb rapid increases in robotic installs from new partnerships without adding field-service headcount.
About the Company
ThinkSurgical is a leading innovator in robotic systems for orthopedic surgeries, specializing in knee and hip replacements. Headquartered in the United States, the company develops advanced robotic platforms, including the T-max and newly launched T-mini systems, which empower surgeons with precision and flexibility in implant selection. ThinkSurgical’s mission is to democratize orthopedic robotics by enabling hospitals and surgeons to deliver better outcomes through cutting-edge technology.
Overview
As ThinkSurgical expanded its portfolio with the introduction of the T-mini robotic system, it faced increasing demands on its field service operations. Field agents played a critical role in installing robotic systems and supporting surgeons during initial procedures, but existing processes relied on manually maintained spreadsheets and paper forms. These methods hindered the ability to efficiently schedule technicians, track installation details, and capture feedback from surgeries. The lack of real-time updates and centralized oversight presented risks to service quality, especially with sales growth expected to accelerate through partnerships such as the one with Zimmer. Furthermore, any new solution had to coexist seamlessly with ThinkSurgical’s Propel system, which is FDA Part 11 validated, to ensure regulatory compliance remained uncompromised.
Approach
SPAR architected a unified Salesforce Service Cloud + Field Service solution to replace ThinkSurgical’s manual field workflows. Service Cloud now hosts a structured account-and-contact hierarchy that reflects complex customer organizations—such as Integrated Delivery Networks (IDNs) and Group Purchasing Organizations (GPOs)—along with entitlements, milestones, ≈15 price books, and asset records for every installed robot. Field Service powers work-order creation, predefined task plans, and a dispatch console that assigns technicians in real time. The Field Service Mobile App puts work orders, guided checklists, photo capture, and instant service logging in each technician’s hand. To capture surgical data without jeopardizing FDA Part 11 compliance, SPAR evaluated Salesforce Flows and select third-party form tools, embedding the approved approach into the mobile workflow. Implementation was a true collaboration: SPAR led requirements and solution design while an internal ThinkSurgical specialist handled configuration and technical build—together safeguarding the integration with the FDA-validated Propel PLM system.
Conclusion
By implementing a centralized, scalable service operations platform using Salesforce Service Cloud and Field Service, ThinkSurgical transformed how field teams coordinate installations, support procedures, and capture critical data. The solution replaced manual, error-prone processes with streamlined scheduling, dispatching, and real-time updates, ensuring readiness for accelerated growth while maintaining FDA compliance. This transformation positions ThinkSurgical to deliver consistent, high-quality service experiences for hospitals and surgeons, supporting its mission to advance orthopedic robotics and improve patient outcomes.
SPAR by THE Numbers
Let our numbers speak
At SPAR Solutions, we believe that numbers speak volumes, especially when they narrate tales of trust, dedication, and expertise. The numbers below describe not just our history as a company, but a promise of the unparalleled partnership we bring to every engagement.
1000
+
Completed Projects
20
+
Years in Business
6
+
Year Average Client Partnership
100
+
Technologies Supported
-min.jpeg)
.jpg)
