| Industry: | Medical device distribution and servicing |
| Location: | South Africa and Southern Africa |
Founded in 1988, Medhold Group (Pty) Ltd. is a leading supplier of world-class medical devices, technology, and software across Southern Africa, serving both public and private healthcare sectors in South Africa, Namibia, Zambia, Zimbabwe, Botswana, Malawi, and beyond. Headquartered at MSI Business Park in Kempton Park, Gauteng, the company operates under ISO 13485:2016 certification, delivering turnkey healthcare solutions, clinical engineering, project services, exports, and after-sales support.
About Medhold Medical
The company’s product portfolio covers anesthesia, blood gas analysis, cardiology, digital healthcare solutions, electrosurgery, infection control, maternal and infant care, orthopedic medicine and trauma, patient monitoring, robotic surgery, surgical instruments, operating theater lighting and tables, ventilation, emergency and trauma equipment, medical furniture, laparoscopic and open surgery tools, warming cabinets, and more.
Medhold’s care divisions serve theaters, ICU/high care, CSSD, orthopedic solutions, diagnostic cardiology, private practice, general wards, oncology, and specialized trauma and rescue. It is the exclusive Southern African distributor for leading brands such as GE HealthCare, Getinge, Conmed, Intuitive Surgical (Da Vinci), Elekta, Acumed, Bonesupport, and others.
In addition to supplying equipment, Medhold offers CPD-accredited training programs and supports social responsibility initiatives such as Yes4Youth, the Skills Development Corporation, and the P2 Clinical Engineering Student Program.
The challenge
To support operations across multiple countries and maintain ISO 13485:2016 compliance, Medhold required an ERP system with strong, fully integrated field service management capabilities. The objective was to improve equipment tracking, maintenance scheduling, and operational reporting while aligning field activities with central systems.
Selecting Shepherd CMMS
NetSuite was chosen as the core ERP platform, with Shepherd CMMS identified as the optimal field service solution. A tailored demonstration, using examples from Medhold’s own equipment portfolio, showed how the system could address the company’s specific operational requirements.
“It was actually Shepherd that sold NetSuite to us.”
This seamless combination provided Medhold with a robust, unified platform for both enterprise and technical operations.
Implementation
Shepherd CMMS was implemented alongside NetSuite across Medhold’s technical operations. The deployment included integration of equipment management, service scheduling, mobile service orders, and stock forecasting into a single connected system.
The transition delivered a consolidated operational view and streamlined workflows across branches and countries.
“We are three years down the line now and definitely not looking back.”
Key features in use
Equipment tracking and tracing – Meets ISO 13485:2016 requirements with precise device location data, enabling rapid action in the event of recalls or urgent service needs.
Preventive maintenance scheduling – Automates service triggers to ensure planned maintenance is completed on schedule.
Mobile service orders – Technicians update service orders directly from the field, improving accuracy and timeliness of data capture.
Stock forecasting and allocation – Purchasing receives daily prioritized lists for orders and distribution based on live operational data.
Custom reporting – Built in-house to meet unique operational requirements without reliance on external consultants.
Operational impact
Shepherd CMMS has provided Medhold with a fully integrated approach to technical operations: preventive maintenance schedules are generated automatically, stock planning is completed quickly using analytics-based reporting, and data on customer equipment is readily available for decision-making. Field teams have the tools and information they need in real time.
“Whatever info we need to extract is very quick and easy… to make a decision based on that becomes a much faster process overall.”
The result is a more connected, efficient, and compliant technical operation that supports both customer service excellence and internal performance goals.
Working relationship with Shepherd
Medhold’s partnership with Shepherd is built on responsive support and a shared focus on continuous improvement. The collaboration has resulted in ongoing refinements, including enhancements to service scheduling and the introduction of in-field estimate functionality for consumables.
Shepherd’s commitment to evolving its product in line with customer requirements ensures that Medhold can continue to optimize its operations as needs change
Results
- Fully integrated field service management within NetSuite
- Real-time equipment tracking to support compliance
- Faster, more accurate scheduling and stock planning
- Scalable operations across multiple branches and countries
- Strong vendor partnership supporting continuous improvement
Three years after implementation, Shepherd CMMS remains a key component of Medhold’s operational infrastructure, delivering both regulatory alignment and measurable efficiency gains.
Field Service Management
