RetinaVue Network

2020-12-14

RetinaVue 100 Imager (RV100):

You may quote pricing to Distributors for RV100 Imager.  For End User Inquiries, you may quote List price, but also submit a lead if possible. 

Important Note to Distributors and Customers: The RetinaVue 100 Imager is designed to work exclusively with the RetinaVue Network.

· Viewing and transferring the images acquired by the RetinaVue 100 Imager requires the customer execute a RetinaVue service contract for software & interpretation services directly from RetinaVue P.C. 

· RetinaVue Network Service Contracts include a monthly subscription of between $120 - $188 per month, per camera, plus optional interpretation service fee of $15 per reading. 

See: RetinaVue Network Software and Interpretation Services Price List  (may be sent to customers on request) (4 year [$130] and 5 year [$120] subscription options and prices are omitted from this document)

Also:  Internal FAQ, RetinaVue Network Service Contract Subscription Prices  (This document also refers 1-3 year pricing options, with no mention of options for 4-5 year terms)

For information on the RetinaVue Network, The Knoxville office is closed as of September 2020 and the calls have been routed to the PIC line.  Please get the information from the customer and advise them that you will sending their request toan Associate Sales Representative.  This is temporary fix for the office being closed in Knoxville.  The type of request can be setup up accounts and billing issues. Please enter these as new RetinaVue Leads in Salesforce.com through the Customer Support Lead Referral form.

Payment processing for RV100 interpretation services:

· 1-800-445-2114 Option 3

·For customer inquiries on invoices for Interpretation Services for RetinaVue PC, please contact

Adrian Meza  E-Mail: [email protected]

Sr. Accounting Associate, Accounts Receivable, Welch Allyn Inc and RetinaVue P.C.    USA 315-554-6902,  MEX 664-211-6900 ext 526810,  UK 44 1296 68 9922, Fax: 315-685-2907

RetinaVue Network End User Sales Inquiries:

Click HERE to submit a Sales Lead 

“I’m interested in the RetinaVue Network – what is the price?”

Fill out sales lead form per standard process. Jeanne Dickeson, our internal person will process the sales leads. Do not quote any prices.

RetinaVue Network Distributor Sales Inquiries:

Ask the Distributor rep for the end user information.  Complete sales lead form, adding the Distributor contact information in the form.  Explain to the Dist rep we will coordinate contact with the appropriate Hillrom Rep and the Distributor rep/End user.  

Technical Support Inquiries

 “My camera doesn’t work”, “My images are dark”, “The software says it cannot connect to the internet”, etc. – All support issues will be initially directed to Welch Allyn technical support: [email protected] (Cardio Team) 

Cardio Team - documenting technical support calls for RV100/RetinaVue Network:

For any call you receive regarding RV100 or the RetinaVue Network, please create a service notification for the customer allegation per your work instructions.  If escalation is needed, please follow WI-17206834 Issue Escalation Process to request escalation.

RetinaVue Network Sales- Gather customer information and enter as new RetinaVue Leads in Salesforce.com through the Customer Support Lead Referral form

New Cust. - RetinaVue Network Activation / Software Setup -  Gather customer information and enter as new RetinaVue Leads in Salesforce.com through the Customer Support Lead Referral form

Existing Customer / Technical Support - 865-622-8380 (option 3 -routed to Skaneateles)

Questions on Billing- 865-622-8380 (option 4 -routed to TJ Credit dept)

Clinical Questions/Questions on Interpretation Services - 865-622-8380 (option 3 -routed to Skaneateles) If our RetinaVue trained technician is not able to answer, they will escalate.