Salesforce Field Service

ThinkSurgical: Scaling Field Service Operations for FDA-Compliant Orthopedic Robotics

company overview

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.

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Location

Fremont, CA

Industry

Healthcare

Employees

51-200

SPAR by Numbers

1000

+

Completed Projects

15

Yrs

In the Industry

140

+

Metric 3

$100

m

Metric 3

1000

+

Completed Projects

20

+

Years in Business

6

+

Year Average Client Partnership

100

+

Technologies Supported

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.
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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.
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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

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.

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