A Lab Equipment Manufacturer Provides Thoughtful Customer Service with Salesforce

A Lab Equipment Manufacturer Provides Thoughtful Customer Service with Salesforce

Client Success Snapshot

Client Profile:

  • Overview: A global provider of quality laboratory equipment and supplies
  • Industry: Manufacturing (Laboratory Equipment and Supplies)
  • Team Size: 6-10
  • Annual Revenue: US$ 1 million
  • Headquarters: TX, USA
  • Markets: Global

The Challenge

When a major laboratory equipment and supplies manufacturer first connected with Gerent, it relied on a software-based CRM that had been installed in the 1990s. Much like a 20-year-old car, the software was old, obsolete, and expensive to keep running. The laboratory equipment provider’s outdated technology was inconvenient — and, in some cases, actively detrimental to the company’s operations.

Gerent's Approach

The company wanted to implement a solution that would allow it to provide a customer service experience as top-notch as its product offerings. Gerent implemented Service Cloud — a Salesforce product that would enable the organization to streamline service contracts at every stage. Our team also incorporated Community Cloud so customers could access and open their case files to manage issues within their capabilities.

Key Outcomes

Today, the laboratory equipment manufacturer utilizes a hybrid CRM platform. The updated technology has made field service and customer support efforts far more efficient and empowered customers to view their own case files when necessary. 

Service reps can now access customer cases via their phones, which allows them to provide more responsive, efficient service when they venture into the field. In addition, management can easily view the entire service workload and balance support requirements among its service support members more efficiently.

Client Success Story

For three decades, a major laboratory equipment and supplies manufacturer had maintained a position on the cutting edge of its industry. Its team was well-packed with experts in chemical, electrical, and biomechanical science. The team’s credentials were inarguable — but the technology they used to manage their workflow was less than concrete. 

When the company first connected with Gerent, our team leaders discovered that the company had a software-based CRM that had been installed in the 1990s. Much like a 20-year-old car, the software was old, obsolete, and expensive to keep running. Compared to the modern CRM solutions offered by Salesforce — and, by extension, Gerent — the company’s CRM was an inefficient and ineffective clunker.

Outdated Tech Inhibits Customer Service

The laboratory equipment provider’s outdated technology was inconvenient — and, in some cases, actively detrimental to the company’s operations. Field service technicians needed the means to open and review customer files in the field. But they couldn’t; they were forced to call their service support desk and ask them to open a customer’s case.

Without a mobile app, the service engineers spent more time than necessary on calls, making them less efficient and responsive to customers’ needs. The same problem impacted the customer experience: if a consumer wanted to assess and fix an issue themselves, they needed to connect with customer support to access their file.

Moving Beyond Legacy Systems with Salesforce

The company wanted to implement a solution that would allow it to provide a customer service experience as top-notch as its product offerings. Gerent implemented Service Cloud — a Salesforce product that would enable the organization to streamline service contracts at every stage. Our team also incorporated Community Cloud so customers could access and open their case files to manage issues within their capabilities. Gerent smoothly integrated all of these capabilities with the company’s existing email systems. 

Today, the laboratory equipment manufacturer utilizes a hybrid CRM platform. The updated technology has made field service and customer support efforts far more efficient and empowered customers to view their own case files when necessary. 

Service reps can now access customer cases via their phones, which allows them to provide more responsive, efficient service when they venture into the field. Management, for its part, can see the entire service workload at a glance and balance support requirements among its service support members more efficiently.

There is no substitute for service; having the right tools to do an efficient job is a sure-fire way to customer retention and referrals. By bringing the company’s CRM into the 21st century, Gerent was able to help the company retain its pre-eminent position in a highly technical and specialized field.


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