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Why Customer Service matters for Lab and IT Personnel, and how SciCord stands out
Any lab software company with a strong customer service team should be able to quickly and effectively resolve any problems that may arise. This can include addressing technical issues, providing workarounds for problems, and offering solutions to help you get the most out of your system.
Your internal IT and support staff are often too constrained in time and scope to provide the benefits a dedicated vendor can. With SciCord, these customer service benefits should include:
SciCord can provide comprehensive training for lab and IT personnel to ensure that they are able to fully utilize the system. Ongoing support is also provided to troubleshoot any issues that may arise. This minimizes downtime and ensures that the system is always running smoothly.
As your lab grows and evolves, your informatics system should be able to adapt to meet your changing needs. SciCord’s customer service team should be able to work with you to ensure that the system is scaled to meet your current and future needs.
Our customer service team will be able to work with you to tailor the system to best meet your unique needs. This can include configuring the system, creating templates for different types of experiments or work processes, and integrating the system with other lab equipment and software.
Any LIMS should be able to integrate with other lab equipment and software to streamline your workflow and increase productivity. SciCord can integrate with other lab equipment and software, such as chromatography or mass spectrometry instruments.
In regulated industries, compliance and auditing are critical. SciCord can provide qualification services, functional requirement documentation, and testing conducted to ensure that the system is working as it should. This can save you a lot of time when doing your own validation and in an audit.
When it comes to Informatics Platforms, ELN/LIMS, or any lab software tool, technical support is critical, as the system may have complex features and require specific technical knowledge. SciCord’s technical support team is always available to help you troubleshoot any issues and ensure that your system is running smoothly.
A strong customer service team can make a huge difference when it comes to implementing an informatics platform, ELN, or LIMS system. From training and support, to customization, scalability, and integration, SciCord’s dedicated customer service team can help you get the most out of your system and ensure that it meets the specific needs of your lab. Additionally, SciCord help you with compliance and auditing, technical support and problem resolution, which are all critical for the success of your lab operations.
SciCord response timelines vary based on the severity of the encountered issue, ensuring resources can be deployed immediately to resolve high criticality issues without overcommiting resources for normal business operations.
| Priority: Emergency Immediate issue, service not available/usable | |
| Response Time Guidelines | 2 Hours within Normal Business Hours |
| Resolution | 8 Working Hours |
| Resolution Guidelines | 90% within 1 Business Day |
| Customer Escalation | Not resolved within 1 Business Day. |
| Priority: High Service operational with minor difficulty or procedural issues accessing business critical functions. | |
| Response Time Guidelines | 2 Business Days |
| Resolution | 5 Business Days |
| Resolution Guidelines | 90% within 7 Business Days |
| Customer Escalation | Not resolved within 7 Business Days. |
| Normal Service operational with minor difficulty or procedural issues having no impact on critical business operations. | |
| Response Time Guidelines | 5 Business Day |
| Resolution | Next scheduled Release |
| Resolution Guidelines | 90% within 6 months. |
| Customer Escalation | Not resolved in 6 months. |
| Low Scheduled maintenance or services | |
| Response Time Guidelines | 10 Business Days |
| Resolution | 1 Year |
| Resolution Guidelines | N/A |
| Customer Escalation | N/A |
Aside from addressing issues that interrupt normal operations, a LIMS provider’s customer service team needs to be equipped to handle your evolving needs. Whether through process changes, expansions of scope, new products, or a CAPA, your organization may need to change or expand the way your LIMS functions.
This is where SciCord excels. Our customer service team is on call to make any changes needed, or provide you with the training and materials needed for you to do so yourself. With a spreadsheet focused paradigm, adjustments are easy to make.
Want to learn more about SciCord’s approach to configuration?
Reach out to Schedule a Meeting and get more information about how SciCord can fit into your lab
Don’t take our word for it.
We exceed our client’s demands everyday to make their research and discovery process simpler and more efficient.
This is by far the best value in science software (or anything else in science, really) that we’ve ever experienced. Other solutions in this price range had a fraction of the features, and those with the features cost 3x – 10x more. We’re very happy customers.
Josh Guyer,
Senior Pharmaceutical Scientist
SCIENTIFIC RECORDING
info@scicord.com
8601 Six Forks Road, Suite 400, Raleigh, NC 27615
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