International chemical testing solution provider

Innovating to harness network-enabled and intelligent customer premises equipment

Information technology was becoming key to the value chain delivering clinical data from test systems and reagents, reducing costs, improving timing and accuracy. There were exciting opportunities to innovate and add value. BM was developing software to address the opportunity and needed to assess the customer support implications. David defined future requirements and reviewed current operations against them.

David was responsible for a review customer service delivery, using a two phase approach to investigate issues. During the first phase, he met key players and reviewed designs. He piloted a questionnaire to gather data from European operations by visiting two country organisations, then obtained responses to the final version from each country organisation. David defined the issues uncovered and prioritised which issues should be confronted in the second phase, during which David focussed on solutions, assessing the options for addressing issues, making action and policy recommendations and preparing an action plan.

David found that the industry in which BM operated was focussed on product rather than service. Most customers were relatively poorly served. BM service was middle ranking, whereas on other dimensions it was world class. With the potential of IT to revolutionise the industry, David hypothesised that BM should position itself for breakthrough, by developing strong IT and excellent customer service capabilities. The study recommended specific short term tactical actions, in terms of the service management processes, organisation and systems required and a medium term plan to achieve break-through performance.

BM was able to launch its new capabilities and support them with excellent customer service.