Thermo Fisher Scientific Customer Story

CORPORATE OVERVIEW

Thermo Fisher Scientific Inc. (Thermo Fisher), incorporated in 1956, is engaged in serving science. It provides analytical instruments, equipment, reagents and consumables, software and services for research, manufacturing, analysis, discovery and diagnostics.

Thermo Fisher operates through two segments: analytical technologies and laboratory products and services. Analytical technologies segment includes pharmaceutical, biotechnology, academic, government and other research and industrial markets. Laboratory products and services segment offers combination of products and services that allows its customers to engage in their core business functions of research, development, manufacturing, clinical diagnosis and drug discovery.

CUSTOMER QUICK FACTS

Company:
Thermo Fisher Scientific

Industry:
Life Science & Medical Equipment

Size:
50,000 – 100,000 employees

Headquarters:
Waltham, Massachusetts, USA

Website:
https://www.thermofisher.com/

"Customer Allegiance Score is a central focus for our company. We want to constantly improve our products. And for technicians, we need to provide data, provide tools, provide extra information to them to make their job easier, which will result in the customer experience."

Bram De Jong
Business Lead, SDG Service Projects

Customer Story: Thermo Fisher Scientific

Challenge

Patient care is at the heart of what Thermo Fisher does. Thermo Fisher’s customers are hospitals and commercial laboratories around the world, and fast equipment turnaround times can literally be a matter of life and death for end users.

In 2015, Thermo Fisher did an evaluation of various field service providers. Their main goals were to improve and harmonize processes across four divisions and to increase customer value.

“We needed to harmonize our processes and we wanted a great solution that worked well with our ERP and a Salesforce-based solution. We chose ServiceMax because it best fitted what we needed, and was the most flexible solution,” De Jong shares.

Solution

Thermo Fisher assessed a number of solutions with the aim to enable their technicians by providing the digital tools they needed in the field, lessening their admin work burden, and giving them KPIs and metrics to help drive their success.

“If you can provide the right measurements, the right KPIs, it empowers our management teams and also provides actionable data for the technician. That was our goal,” explains De Jong.

The leadership trusted that the right processes and field service management solution would improve their field service organization and help technicians in the field work faster and enjoy their jobs more. It would also be a win for the customer, as their instruments would be up and running much faster.

Results

Since implementing ServiceMax, Thermo Fisher has seen a huge improvement in the success of their field service organization. Most importantly, the new platform and processes have helped them improve their customers’ experience. This is supported by the rising customer experience scores with the overall company and field service organization specifically.

“The NPS score is really the most important KPI measure. Our NPS scores for field service have increased by more than 10 points,” says De Jong.

In addition, ServiceMax data from field visits has been instrumental in allowing Thermo Fisher to quickly improve new products. Usually, product changes take a long time to implement and need to be supported by solid data. Now using the data in ServiceMax, Thermo Fisher can quickly pinpoint the exact problems with their machines and push out improved products to their customers.