Sysmex Receives the Grand Prize in Best Customer Support of the Year 2026
Sysmex Corporation received the Grand Prize in Best Customer Support of the Year 2026, organized by the Japan Institute of Information Technology (IT Association). The award recognizes Sysmex’s efforts to establish a call support system that enables stable operation of the hinotoriTM Surgical Robot System (the “hinotori”), as well as initiatives to visualize on-site conditions using real-time data and provide proactive services.
Sysmex has been working to enhance its support systems in the medical robotics field by leveraging its customer care expertise and digital technologies developed in the in vitro diagnostics business. Because robotic-assisted surgery systems are directly involved in patient treatment, call center inquiries from healthcare professionals require prompt and accurate responses. Previously, however, identifying the specific nature of the inquiry and the condition of the equipment required significant time, presenting an ongoing challenge.
To address this challenge, Sysmex collaborated with Medicaroid Corporation, the manufacturer and distributor of the hinotori™ Surgical Robot System, to develop “MINS™” (Medicaroid Intelligent Network System), a platform that enables remote monitoring of the operating status and operation logs of a robotic-assisted surgery system and other information. This enables support staff to check the condition of the equipment in real time, streamlining the process of assessing situations that previously relied on information obtained from healthcare professionals. Furthermore, by allowing the call center to understand the situation in the operating room, Sysmex can provide faster and more accurate support. These initiatives help reduce the burden on healthcare professionals and improve operational efficiency.
In addition, Sysmex is working to provide proactive services by systematically combining this real-time data with specialist knowledge to detect early signs of abnormalities and take preventive action. These initiatives support the stable operation of the equipment and create an environment in which healthcare professionals can focus on surgery with greater peace of mind.
Sysmex will continue to leverage customer care as an important point of contact with customers to gather feedback from the field and identify needs and use these insights to drive continuous improvements in its products and services. In addition to enhancing customer satisfaction, Sysmex will contribute to the realization of better healthcare by helping reduce the burden on healthcare professionals and supporting the sustainability and development of healthcare delivery systems.
- *hinotori™ and MINS™ are trademarks of Medicaroid Corporation.
