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Servilocker keeps medication pickup running with Reliance
Together with Reliance, Servilocker keeps medication dispensing available around the clock. Nationwide onsite service with engineers who feel like colleagues.
This case in 30 seconds
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Customer context
Servilocker delivers medication dispensing systems that let patients pick up medication around the clock, outside a pharmacy's regular opening hours. What started as a fully internally supported solution changed as the organization grew and international expansion came into view."In the beginning we did everything ourselves," says Kevin de Groot of Servilocker. "Installations, maintenance and repairs. But once you grow, that stops being scalable." The organization went looking for a partner that could offer local support while still fitting the demands of a healthcare environment.
The move to an external service partner was not just about capacity, it was mainly about continuity and reliability. An outage has a direct impact on patients and pharmacies alike, especially at locations with more than a hundred dispensing transactions a day. "The system simply has to run," says Kevin. "If patients can't pick up their medication, a problem arises immediately."Safety also played an important role. Engineers work inside pharmacies and can come into contact with privacy sensitive information, which calls for care, clear processes and people who understand the environment they work in.
Reason for
change
Challenge
Servilocker's systems are more than IT alone. They combine software, electronics and mechanics in an environment where reliability is critical. That is why the collaboration deliberately started small, first with simple tasks such as replacing screens or cables, and grew more extensive from there. "You can't just send anyone out to a location," says Remmelt Bakker of Servilocker. "Engineers need to understand how to work in a pharmacy environment."Availability stayed a constant factor too. At busy locations, a single unit handles more than a hundred dispensing transactions a day, which means support has to respond fast and resolve issues on the spot.
Reliance now supports Servilocker with nationwide onsite service and maintenance for its medication dispensing systems. Engineers handle troubleshooting, analysis and maintenance on location. Alongside that, Servilocker invested in training and specialist expertise, including electrical engineering. "By now, Reliance engineers independently resolve nearly the full range of faults," says Remmelt.The collaboration goes beyond field service alone. Servilocker works daily with Reliance engineers and support teams to keep availability high and resolve incidents quickly. Through short lines, direct contact and joint coordination, the operation stays manageable, even at busy moments.
Approach
Collaboration
What Servilocker values most is that the collaboration does not feel like a classic supplier relationship. "It feels like colleagues," says Remmelt. "The way people think along and take ownership matches how we work ourselves."That shows toward pharmacies and end users too. Faults are picked up quickly and maintenance runs professionally and carefully. "You want a partner who is not just technically strong, but who also understands what it means to work in a healthcare environment."
The solutions used
Managed Services
Security
People
Partner stack / technologies Built on trusted partnerships
Results and future development
Through the collaboration with Reliance, Servilocker has built a scalable service organization that fits both the company's growth and the expectations of pharmacies and patients. Availability stays high, support is organized nationwide, and engineers function as an extension of Servilocker's own team.At the same time, room is opening up to look further ahead toward automation and additional services. For Servilocker, the value ultimately lies not just in technology or uptime, but in the certainty that the foundation is solid, so pharmacies can rely on a system that keeps working when it matters.
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