Clients can rely on IFUcare's eIFU solution to gain immediate access to their documents at any time. On top of the eIFU website, where customers can download the necessary documents themselves, they also provide a free telephone service so clients can request a paper copy at any time of the day or night, and in any language.
Mandatory free copies upon request
Although digital IFUs are allowed, MD and IVD manufacturers are still obliged to provide an alternative means so clients can obtain paper copies on request. IFUcare's free telephone service guarantees quick and efficient handling of these requests without any burden to the manufacturer.
The MEDDEV rules for IVDs state that a free telephone contact number must be provided so that customers can ask for copies of IFUs over the phone. The MD regulation is more flexible on how that free copy can be requested but more restrictive regarding deadlines — IFUs must be provided within seven calendar days.
Challenges when providing printed IFUs after delivery
Although receiving and handling these requests sounds simple, it is definitely not easy. Consider a situation where customers must be able to request an IFU over the phone 24/7/365, from anywhere in the world, in a variety of languages.
Concerns include: Will you organize in-house printing or outsource? How to ensure the IFU gets to the customer in the right timeframe? Which department will manage the process? What if the system breaks down?
By outsourcing your eIFU project to IFUcare, all these concerns are redundant. IFUcare's eIFU solution combines a compliant website with a freephone service that can provide paper copies to clients quickly and efficiently.
