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Field Service in Analytical Technology – Is Your Service Still at a '90s Standard?

Field Service in Analytical Technology – Is Your Service Still at a '90s Standard?

One thing is sure: It is nearly impossible to operate a laboratory in the field of analytical technology, biotechnology and laboratory technology without some level of laboratory automation.

This is not only due to the increased number of sample throughputs. You need to be economical with your work to survive on the market. This is especially true of contract laboratories, which have to handle large numbers of arriving samples while keeping prices at a reasonable level. The number of laboratories using laboratory automation is constantly growing: Where the samples were once fed into devices manually, this process is now performed by an autosampler as standard. The autosampler works in a much more precise and reproducible way than a person can. As a result, automation eliminates humans as a possible source of error. People working as analysts in the lab may fear that their skills are becoming superfluous, but the samples not only have to be prepared and measured, but also analyzed and evaluated. Thanks to laboratory automation, employee resources can be deployed in the optimum way.

The Trends

There are many trends that shape analytical technology, biotechnology and laboratory technology, and that do so across very different stages: From the "discovery", through individual optimizations up to the development of the process as a whole, new and innovative procedures are constantly being developed, which means that highly specialized solutions also have to be sought and found for each individual area. These solutions range from highly automated dosages of fluid and solid substances to the integration of analytical tools. The aim for the future is ultimately to make not just individual areas but the entire workflow in the laboratory more efficient and eliminate sources of error. For everything to run smoothly, an outstanding and prompt service is more important for your customers than ever before. If you are a manufacturer or distributor of analytical technology, biotechnology and laboratory technology, you, too, can automate your service processes in the field service. The right field service software lets you do so. The dispatching and scheduling functions in the real-time Workforce Management module let you allocate your available service technicians based on their abilities to deal with the relevant tasks and customer issues. Thanks to the checklist functions, each service technician provides the customer with a standardized service and can use the mobile service app to access a complete overview of information, ensuring they provide the perfect service and have the answer to every question. A survey conducted at a well known trade show for laboratory technology showed that eight out of ten manufacturers and suppliers of analytical technology, biotechnology and laboratory technology still operate their service on the basis of printed paper, in the same old-fashioned way that was standard in the '90s. Customers in the industry, however, expect a smooth, quick and innovative service from their suppliers. With the right field service software, you get a unique advantage that really lets you stand out from any competitors still providing paper-based services.

Field Service as an All-Round Service for the Laboratory Technology Deployed

If you are a supplier of analytical technology, biotechnology and laboratory technology, the changing trends toward automation in laboratory technology is your chance: Most automation systems come with additional services. If your service technicians are conscious of your customers' fears that they may simply become superfluous, they can build a better relationship with them with a certain level of social competence. If you take their worries seriously and possibly even allay them eventually, that has a positive effect on all of the other services you provide them, up to and including sales. If you want to make a name for yourself as a company in the area of automated field service, you should devote particular attention to approaching companies that are playing a leading role in laboratory automation and instrumental analytics. The simpler the design of your field service, the easier the decision for your customers to choose your services: In the future, your customers will just need to scan a barcode to trigger a direct request to your service. This request arrives without any need for calls or further explanations because you know exactly what problem your customer is experiencing. Field service automation lets you increase customer satisfaction and helps you stand out from your competitors.

Field Service with the Right Software

New methods of diagnostics and analysis that require more and more new and unconventional platforms, solutions and approaches are constantly being developed. For laboratory automation and instrumental analytics, the relevant devices are combined with intelligent robots. If you as a company provide such automation solutions, you also have to provide the appropriate field service. This service can also be automated, which makes it more efficient and customer-friendly. That gives you big advantages with your customers: The field service is easier for them to handle.

Manufacturers of analytical technology, biotechnology and laboratory technology should know the needs of their customers well, if they want to have long-term success in the this market. This white paper, Four Business Killers Manufacturers of Analytical Instruments Should Avoid provides manufacturers with an in depth analysis of what customers are really looking for when it comes to investing in analytical systems. By catering your product to the actual needs and desires of your consumer base, you can avoid the pitfalls that could potentially spell disaster for your business.

White Paper Four Business Killers Manufacturers of Analytical Equipment Should Avoid

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