SimCapture Support
Helping you succeed with the support you need
Providing an outstanding customer experience is a top priority at Laerdal. From simulators and CPR manikins to VR and SimCapture, we’ve got you covered.
Since our acquisition of B-Line Medical in 2019, we have identified areas to enhance our support offering for SimCapture. We have made significant investments in establishing new, focused teams to better support our SimCapture users. This has allowed:
Quicker call and email response times
Streamlined communication
Shorter time to resolution
Best-in-class support
We transformed our support structure to ensure that your experience with Laerdal goes beyond satisfaction. You have access to a large team based in the United States that's here to fully support you and ensure your needs are met. This includes:
- More pre-sales support to ensure readiness
- Dedicated resources to ensure a streamlined implementation process
- Increased utilization support
Get to know the teams behind the scene:
SimCapture Impact Managers
With extensive clinical experience, deep insights into simulation education, and detailed product knowledge, this team will help reduce hurdles, increase efficiency, and give you peace of mind knowing you have a “guide-by-the-side” to support your program every step of the way as you build your knowledge and expertise with SimCapture.
Impact Management services are included at no additional cost, for the lifetime of your subscription.
Help Desk
Extensive improvements have been made to our frontline support team, including:
- Dedicated team members solely focused on SimCapture support
- Improved escalation system to ensure fast resolution
- Urgent phone and email queues for CCM and high stakes exams users
- We are now pleased to offer scheduled support sessions with our Technical Product experts. Select a date/time that works best for your schedule.
Contact Customer Service: SimCapture Support
SimCapture Specialists and Territory Managers
Our Sales team has a detailed understanding of your organization and simulation program. They are experts in offering guidance to assist you in meeting both current and long-term needs. They are just a call or email away should you need their input.
Customer Success Specialists
This team will ensure your continued success working with Laerdal beyond the initial setup. Your dedicated Success Specialists will provide your organization with a seamless experience and help maximize your ROI for all Laerdal solutions and services.
SimCapture Project Team
Your Project Team includes your Project Manager, AV Foreman, Implementation Specialist, Field Service Engineer, and Network Specialist, who are ready to ensure a seamless installation of your solution.
SimCapture Educators
Leverage the expertise of our SimCapture Educators to elevate your team's performance through structured SimCapture onboarding education. Their unique blend of clinical insight and simulation proficiency ensures that your educational outcomes will consistently meet the highest standards of quality.
Hear from some of our SimCapture users
"One contributing factor [to our success] is the support of our SimCapture Impact Manager. I tell her my vision and objectives and we work collaboratively to achieve it. She has been amazing in helping us set up our system and maximize efficiency. Working with our impact manager is invaluable. I strongly recommend investing in a system that provides that type of ongoing support, which will help save time and streamline your simulation program."
Ashley Mellert MPAS, PA-C
The University of Charleston, Physician Assistant Program
"I was in the middle of a day of simulations, when the cameras stopped working. The tech got in and got me back online in a matter of minutes. Great response time!"
SimCapture User
Survey respondent
"We needed to know if we would lose an important recording if we advanced an exam room from the control panel. The support specialist quickly thought of a way for us to test this, which allowed us to confidently save the recording. The support specialist was calm and concise, so we felt calmer, too. Thank you!"
SimCapture User
Survey respondent
pdf | 1.26 MB
Going further together - Your SimCapture path to success
Providing a superior customer experience is a top priority at Laerdal. That’s why we ensure you have an experienced team behind you to help you achieve your goals and improve patient outcomes.