White Paper

Four Business Killers

Manufacturers of Analytical
Instruments Should Avoid

Coresystems AG
www.coresystems.net
White Paper: Four Business Killers Manufacturers of Analytical Instruments Should Avoid

Four Business Killers Manufacturers of

Analytical Instruments Should Avoid
Summary
The manufactures of analytical equipment are in the midst of a transition. As in most
industries, digitalization is changing the way their field does business. Most manufacturers
have done an excellent job of evolving their hardware and creating modular solutions that
can easily be adapted and customized to suit their clients needs. However, these manufac-
turers sometimes fail to take into account other KPIs that might set them apart from their
competition and make them the more attractive choice when investing in new laboratory
tech systems. This white paper 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.

Analytical, biological and laboratory tech systems provide an invaluable global

service. From analyzing potable water to testing crop soil for hazaradous chemicals,
these systems play a vital role in biotechnology and agriculture, as well as in phar-
ameceutical research, medical diagnostics and regenerative medicine.
However, when it comes to lab analysis, important developments are making it ever
more necessary to establish new methods. Companies that use analytical, biological,
and laboratory technology need more robust systems that are simultensouly flexible
and adaptable. They require easy to use and understand mechanisms. This is why
working with a modular hardware approach, for example, is becoming more preva-
lent. It makes it possible to customize and tailor systems to easily accommodate the
performance requirements of all customers. Creating advanced technology with this
building block concept in mind gives companies the freedom and flexibility they need
to implement innovative systems more effectively and rapidly. This, in turn, helps
them maintain, and perhaps even grow, their market share.
Obviously this compatible and adaptable hardware issue is one that many companies
consider when investing in these systems. Nevertheless, there are other aspects
customers take into account when making these purchases. Ones they deem far more
relevant. These all generally revolve around the target audience and intended client
base. That means that manufacturers need to take a well-rounded and holistic
approach when developing systems. That involves looking at other unique selling
points that they can implement into the production process to set themselves apart
from the competition.
Here are four business killers manufacturers should be careful to avoid if they want
to have long-term success in the analytical, biological, laboratory tech market.

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White Paper: Four Business Killers Manufacturers of Analytical Instruments Should Avoid

Business Killer #1: Unprofessional Field Service

In the analytical, biological, and laboratory tech sector, field service workers play an
integral role in the maintenance of all types of systems using predictive and preven-
tive maintenance strategies. This field is on the verge of a groundbreaking transition
towards smart maintenance thanks to the virtual reality and augmented reality
technologies that are currently revolutionizing so many industries.
The emergence of new technology has inspired laboratory automation businesses
interested in upgrading their lab tech to look towards manufacturers who create
innovative machinery and offer more novel and enhanced service methods.
Customers planning to purchase new lab tech expect fast and competent service. And
in the biological, analytical, and laboratory markets, which already have high stan-
dards for innovation, clients who have purchased systems and measurement machines
expect service that is equally innovative and groundbreaking.
Imagine this suboptimcal scenario: a measurement machine for testing drinking
water samples breaks down. The field service engineer arrives, but does not have the
proper manuals for fixing the specific model of the machine. Or perhaps the engineer
has the proper manual, but is lacking the right tools or can not access the spare parts
inventory to obtain the correct replacement. For a frustrated customer in need of an
immediate repair, this unpreparedness comes across as unprofessional. At best. At
worst, taking into account lost profits and business, this one seemingly harmless
mishap might be grounds for seeking out an alternative partner with a more reliable
service solution.
When buying systems hardware from manufacturers, the field service solution for
mtaintaining that hardware is something buyers are paying close attention to. In the
laboratory automation industry, systems users have no room or tolerance for system
deficiencies. Because any deficiency could translate to catastrophic disasters, not only
for companies in the analytical, biological, and laboratory tech sector, but also for the
people depending on these machines and measurements to get and stay heathy.
Thankfully it is possible to avoid these disastrous malfunctions and any unfortunate
consequences with the help of qualified field service technicians. By performing
regular preventive maintenance, they can prevent avoidable system failures.
Thanks to field service software, service companies can better allocate resources and
dispatch technicians quickly and efficiently. Field service software also gives techni-
cians access to a customer’s history and information about their systems and equip-
ment when they are at the repair site. Thanks to this software, field service techni-
cians can exhibit competence and knowledge and also personalize the experience
based on the background information at hand. This helps them earn a customer’s
trust, which equates to confidence in the hardware manufacturer.

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White Paper: Four Business Killers Manufacturers of Analytical Instruments Should Avoid

Business Killer #2: Old, Outdated Hardware

At Munich’s Analytica 2016 conference, people working in the lab tech field flocked to
see live demonstrations of innovative equipment technologies and future-oriented
techniques for lab analysis.
In the medical field, for example, forward-thinking technologies are injecting new
momentum in the areas of tissue and organ regeneration, tumor therapy, vessel
surgery, and dermatology. Some of these new techniques, which will certainly shape
the future of the biological health field, were unimaginable until now.
This is why having state-of-the-art, high-quality machinery is crucial to delivering
useful analysis. In the food industry, when a lab investigates a case of fraudulent
claims, it requires a high-resolution method of detection. The task of investigating
instances of food ingredient fraud is a demanding one as illegal, toxic substances and
genetically modified organisms (GMOs) must be reliably detected. Only top-of-the-
line equipment and technology are capable of delivering credible and dependable
results.
Lab technology involves the following:
− Taking samples
− Instrumental analysis
− Microbiology testing
− Detecting additives
− Quality assurance
− Risk Assessment
Automation in the Lab 4.0, the lab of the future, requires the latest analysis tecniques.
That means manufactures are obliged to develop innovative products that can be
integrated into a company’s operation processes. In rapidly advancing laboratories,
clients can only afford to invest in the best and most innovative hardware. Anything
less would be damaging to their business and detrimental to their success rate.

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White Paper: Four Business Killers Manufacturers of Analytical Instruments Should Avoid

The same holds true for the field service departments of analytical, biological,
laboratory tech manufacturers. The hardware utilized by field service workers should
be just as up to date. It should reflect state-of-the-art developments and be new
enough to be future-proof. Whether field services are carried out using AR glasses,
the newest tablet or smartphone, or wearables, modern hardware should make
providing service more efficient.
Furthermore, hardware must be adaptable. In the modern world, both technology and
science change and develop at a rapid pace. It is essential that aboratory facilities and
their hardware systems are able to adapt efficiently and effectively without disrupting
daily lab operations or resulting in significantly higher business costs. Future-proof-
ing a lab means not having to shut it down for an extended period of time to carry out
renovations or install new lab systems.
When both field service equipment and lab instruments are connected to the Internet
of Things (IoT), flexibility and adaptability are a reality. IoT not only helps with
laboratory automation, but having the latest machinery hardware connected to the
IoT helps field service engineers determine when a system needs to be serviced prior

to any major problems or incidents.

Having up-to-date hardware gives the lab technicians, and field technicians responsi-
ble for maintaining their equipment, an easier workflow, easy access to relevant
information, the potential for remote and collaborative service, information about
systems’ equipment, and, perhaps most important, real-time service.
The biological and laboratory tech market is growing quickly. Having innovative
hardware will ensure that companies have systems in place that can grow and change
with the market and with technology. This is absolutely key for staying ahead of the
game and remaining a relevant player in the field.
Newer more efficient hardware means that tech companies can offer their clients
better prices. However, hardware is only as good as its software. It it completely
illogical for a field service technician to work with an iPhone 7 that is running an iOS
from 2015. The functionality of the new phone would be severely limited, if the phone
even works at all. Providing regular software updates is something manufacturers
need to consider when developing hardware for the next generation of technologically
advanced tech companies.

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White Paper: Four Business Killers Manufacturers of Analytical Instruments Should Avoid

Businesskiller #3: Not Investing in Quality Software

Software is what makes hardware relevant. A shiny new vehicle that runs like a turn
of the 20th century jalopy is hardly impressive. The same goes for beautifully de-
signed hardware running on supbar software. The functionality of operating systems
is what separates good manufacturers from great ones. Not investing in great soft-
ware is a business pitfall companies should avoid at all costs.
Analytical laboratory workers frequently have to manage samples with complex
matrixes. So for them, the user-friendliness of the software is a big factor when it
comes to deciding on what to purchase. Software should facilitiate lab work and
processes not complicate them. Workers need software that is uniform across the
board of the company, but also adaptable and customizable to fit each individual
worker’s needs.
Since analytical lab workers are handling such a high volume of material, they rely on
a quick workflow. Therefore, software should be developed in such a way that routine
tasks are accomplished quickly. This is where lab automation comes in.

The Chairman of the SPECTARIS Trade Association for Analytical, Biological, and
Laboratory technology said that one of the main growth opportunities for the
industry is in the networking and automation of lab processes and sample prepara-
tion. Sectors like food safety turn to automation in the face of expansion and global-
ization. In the medical sector, developments like in-vitro diagnostics require lab
automation to guarantee a consistent and timely workflow.
Investing in quality field service software is crucial because it is one of the most
useful resources for engineers who are employed to service lab systems. In addition,
it can be used to train people working in analysis, biological, and laboratory tech on
the proper techniques for using their hardware.
But not everything should be left to software. Field service technicians can also train
analytical lab workers on how to get the best results from their hardware and soft-
ware. Field service techs should be on hand to help lab workers maintain and custom-
ize their software usage so that they can look forward to a faster ROI with an efficient
software/hardware combination.

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 White Paper: Four Business Killers Manufacturers of Analytical Instruments Should Avoid
50.5%
of survey respondents
were most dissatisfied
with the waiting times
for appointments.
Businesskiller #4: Failing to Provide Support After a Sale
As machines and technologies get smarter and more advanced, few customers are
purchasing technological equipment without the expectation of some additional
service. Buying a lab system without the promise of support if and when something
breaks or malfunctions is unusual. While some types of self-service may be possible
with good field service software, providing post-sale support is key for manufactur-
ers.
Support creates a bridge between sales and service. For manufacturers, just selling a
piece of tech machinery is no longer sufficient. That sale should also include a service
and support package.
China, the world’s second-largest economy has seen the amount of services sold in
their industrial sector go up to over 50.5% of their economy, while manufacturing has
dropped to 40.5%. What does this mean for manufacturers in the analytical, biologi-
cal, and laboratory tech sector? That offering service and support is a growing trend
in various sectors around the world.
Providing support after making a product sale has many benefits including:
− Ongoing Revenue – A sale of a lab system may happen just once, but servicing
and providing maintenance on machines will happen yearly, monthly, or
perhaps on a weekly basis.
− Higher Customer Satisfaction – Lab workers will be happier if they’re
purchase includes support, since it enhances the customer experience and
makes working doing their jobs more efficient.
− More Business Growth – Manufacturers who have ongoing customer rela-
tionships that live beyond point-of-sale see growth because the customers trust
the manufacturer and are more loyal.
In the analytical, biological, laboratory tech industry, when a customer buys a system,
the application chemist who helped sell it has a responsibility to educate customers
on its use. Chemists are expected to help customers tailor the systems to address
their individual needs and desires. Furthermore, the application chemist is expected
to advise them on the system and its software.
Biological lab techs, for example, might receive demonstrations on techniques like
sample-preparation or imaging or instrumental analysis using mass spectrometry or
data management with big data and laboratory automation. By working with a field
service organization and using a robust field service software, lab workers gain access
to comprehensive, well-structured, intuitive, training in systems solutions. In turn,
these solutions can be used to shorten the time it takes for lab technicians to com-
plete analysis and experiments. It can also help them better interpret measurement
results and locate useful data.
What kind of post-sales support is available is a key factor in helping analytical lab
workers decide which system to buy. By readily and quickly providing all the informa-
tion needed to get the job done and giving lab workers dynamic checklists that help
them thoroughly and successfully complete their tasks , field service software pushes
lab workers ahead of the competition. And a manufacturer with extensive field
services is also, by default, at an advantage compared to its competitors.
Providing great support is all about sending the right field service worker, at the right
time, with the right tools, to the right customer. Field service software helps dis-
patchers ensure that they dispatch a field service technician who is available, local,
and skilled. With the right person and the right equipment, a first-time fix is almost a
guarantee.
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 White Paper: Four Business Killers Manufacturers of Analytical Instruments Should Avoid

Conclusion
By avoiding these four business traps, manufacturers can prevent the untimely
demise of their business endeavors. By prioritizing what matters to customers, they
can ensure long-term success. That means: offering customers professional field
service from technicians equipped with modern, up-to-date, future-oriented hard-
ware and software and packaging quality hardware systems with great service and
support. That is what lab technicians need to succeed, so it is only logical that con-
centrating all efforts on providing these things is the key to long-term success for
analytical, biological, and laboratory systems providers.
In an industry where machines and processes are becoming ever more complex,
customers want to feel secure in the usability of their tools and the reliability of their
service teams. By delivering dependable field service, future-proof hardware, func-
tional software, and continued support, you are creating a USP for your manufactur-
ing company that will keep customers coming back for more.

About Coresystems
Coresystems is a leading provider of mobile and cloud-based field service and
workforce management software for mid-sized and large enterprises’ field service
organizations. Since Coresystems’ founding in 2006, more than 190,000 users
across the world have utilized Coresystems’ innovative, real-time field service
management software to improve their business and field service processes.
Coresystems Coresystems has also pioneered “crowd service” – which allows customers to
CH: +41 56 500 22 44 leverage an Uber-like platform to find available field service technicians in re-
DE: +49 761 887 95 777 al-time. Coresystems is headquartered in Switzerland with international offices in
USA: +1 (415) 887-1944 San Francisco, Miami, Berlin, Freiburg, Shanghai, São Paulo and London.
www.coresystems.net

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