Biotek Instruments Customer Story

Servicing customers across the world requires rapid responses and constant communication. “Given the nature of our work, real-time access to resources and expertise when you need it most can go a long way in achieving and exceeding customer expectations,” said Sean Jordan, Service Director at BioTek.

Before discovering Zinc, BioTek field teams depended on a myriad of communication tools (email, texting, phone calls) to connect on the move, but they presented challenges to communicating in real time. Sean noted, “We wanted our field employees to be able to instantly tap into the knowledge and expertise of the team anytime, anywhere to help them get the job done, and our current tools just didn’t do that.

While evaluating potential tools for communication in the field, Sean discovered Zinc. He explained, "Instead of needing different apps to text teammates or make a quick support call on site, we could do it all with one app. This could save our field teams significant time on the job."

Sean began to introduce Zinc to a number of his field teams and encourage communication through the app. He explained, "The team loves the app because it’s fast and easy to use, it doesn’t require knowing someone’s mobile number and there is flexibility in how you communicate as it’s easy to move across text, voice or video." Soon after, BioTek began to roll out Zinc to the entire field service operation. Sean added, "We saw the potential for Zinc to really accelerate how we communicate and get things done in the field while keeping our field employees connected no matter where they were located."

Members across the service operation were able to quickly onboard into Zinc and contribute from day one. BioTek service teams have been able to resolve critical issues faster, using Zinc to get instant support, accelerate repairs and maintenance with photo and file sharing, share timely updates and alerts, communicate across time zones and replace email for short or urgent messages.

Sean explained, "Zinc helps our service teams cut through the noise to make sure we get the job done. Zinc is concise, fast and easy communication that has allowed us to maintain a 98% customer satisfaction score and 95% first-time fix rate."