26.02.2010 | Austria

S&T Implements Trend-Setting Service Solution for Tecan

Innovations at Swiss provider of laboratory instruments: Tecan improves efficiency and service-orientation on behalf of its customers

IMG – Consulting Services of S&T carried out a comprehensive optimization and electronic support solution for all service processes in cooperation with the Swiss company Tecan. The solution developed for Tecan is comprised of a service cockpit for in-house operations as well as a mobile service tool for field staff.
“As a manufacturer of laboratory instruments, service is fundamentally crucial for us. Up until now, service processes were paper-based for the most part, which, amongst other things, led to delayed and work-intensive data collection. We required an innovative approach to increase our efficiency in a service environment, which we succeeded in implementing together with the consulting team of IMG”, says Ina Kaiser, project manager at Tecan.

Electronic solution for optimized efficiency


Working in close cooperation with the Tecan project team, the experts at IMG developed a solution model tailored precisely to Tecan‘s service requirements, decisively reducing the time and effort involved both in the office and on the outside. In several steps, the project team developed and implemented a service cockpit to support Tecan’s in-house operations as well as a mobile solution for field staff. The responsible managers relied on the expertise of an on-site team in collaboration with remote development. The excellent support provided by IMG enabled the development of a system adapted to Tecan’s needs and implemented as planned on a very tight schedule.

Image ambassadors in the field


The new solution not only ensures standardized processes and quick, top-quality service while leading to cost savings for paper normally used for faxes, memos, etc., but also has a decidedly positive effect on external target groups. Applied when dealing with customers, the “mobile solution” for service employees embodies the image of a modern service organization, which knows how to efficiently use technology and logistical know-how to support its services.

“We are linked to Tecan by a longstanding customer relationship. That’s all the more reason for us to be extremely pleased that the entire project could be successfully carried out in every respect,” comments Bernhard Lenzin, the Swiss Managing Director of IMG – Consulting Services of S&T.