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“I started an Endoscopy service company in 1989 in Baltimore, Maryland. Hospital administrators were looking
for an alternative to the Endoscopy manufactures’ rising costs to repair their equipment. Original Equipment
Manufacturers’ (OEM) pricing was not unreasonable, but one OEM’s pricing structure changed to represent
‘sub-unit’ replacement costs and new technology for Endoscopy reprocessing were driving repair costs up by
35% per year. My past company, Fiber-Tech Medical, grew very quickly at the same time personal PC’s gained in
popularity. By 1991, we realized a ‘log book’ system was not sufficient to track the number of scopes passing
through the shop. Few software programs were available and they were accounting based and cumbersome to use,
especially for employees who were getting their first exposure to the computer. So we contracted with a
Baltimore software company owned by Mr. Shahid Mahmud (CTO, MendSoft) to write a program that could track a
scope through each department along its path to completion and shipping.
But this software was to be different. It was to be logical in the sense that it followed a path familiar to
the technicians and our team of customer service representatives; a scope was to be ‘Estimated’ immediately
after ‘Receiving’, a scope was not repaired until prior ’Approval’ was given and so on. Mr. Mahmud’s
programmers spent close to one hundred hours interviewing every employee in an effort to understand our needs
prior to creating the software.
Then in 1992 Charles Neff joined Fiber-Tech and added his wonderful insight from OEM Managements’ viewpoint.
“EndoMendo”, our program, was introduced latter that year. We were not prepared for the impact the program
would have in the market. We could track similar problems, such as Bending Rubber holes, to a type of
Endoscopy or to a particular part. We were trending problems to help the hospitals research why a particular
problem was reoccurring. With our Data Base growing rapidly, we were the first third party service group to
establish Cap pricing based on numbers our data proved were reliable. When OEMs began “Leasing Agreements”
and “Cap Contracts” Fiber-Tech took the lead in establishing Third Party contract pricing because all other
third parties knew we had information they couldn’t gather.
MendSoft is built upon this success story with the vision to take the software solution a level above,
if not more.
How can MendSoft help you? Extensive and flexible software as it is, what it can do for you is only limited
by your management and sales imagination in using the software. That is the power of a CRM driven e-commerce
solution tailored around the ASP concept.
Does your OEM want to know what problems a newly introduced product is having prior to its reputation being
damaged in the marketplace? Do you want to know what component is failing so your manufacturing contractor
can boost production to keep the assembly line producing better products? Would you like to keep your sales
force two steps ahead of your competitors in countering allegations which are either unfounded or where
corrective action has already taken place? Would you like to eliminate office personnel as customers become
acquainted with giving Purchase Orders and communicating their instructions online? My perspective comes as
the owner of a service company doing over $15,000,000 in sales of Endoscopy service per year, 1,500 scopes
repaired each month, 175 employees in 14 locations in four different countries and I knew where any scope was
in the repair process at any moment in time with any technician in the world. I have to ask, “How can you grow
to the next level without a program like MendSoft?” And I know of no program as focused on the repair and
service industry as MendSoft.
So whether you service aircraft engines, or medical equipment, or vehicular equipment; whether you are in
public sector or private sector; a small company or a large one; MendSoft is just right for you.”
Lloyd Shue III
CEO, MendSoft
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