Sciex Provides Centralized Support Experience with Customer Support Portal
SCIEX helps to improve the world we live in by enabling scientists and laboratory analysts to find answers to the complex analytical challenges they face. The company's global leadership and world-class service and support in the capillary electrophoresis and liquid chromatography-mass spectrometry industry have made it a trusted partner to thousands of the scientists and lab analysts worldwide who are focused on basic research, drug discovery and development, food and environmental testing, forensics and clinical research.
SCIEX serves a complex mix of markets that many may not understand. But what you will understand, are the challenges that SCIEX faces when providing customers with great experiences that ease interactions with the company and builds loyalty.
Several years ago SCIEX completed an extensive Voice of the Customer survey. They knew they wanted to provide a centralized location for customers to engage with the company in addition to the phone, and they also wanted to provide self-help tools.
The result of that effort is the SCIEXNow customer portal.
The SciexNow Customer Support Portal
The SCIEXNow customer support portal is a personalized support portal where SCIEX customers can view their profile and see a dashboard that shows relevant information and interactions. Through the support portal, customers can register purchased instruments and manage interactions with SCIEX through cases. The portal also provides access to a Knowledge Base and frequently asked questions.
Sciex's customer support portal also integrates with Salesforce.com and their learning management system, in a seamless integration that maintains a cohesive look and feel throughout the site.
The Need for a Central Personalized Experience
SCIEX 's decision to implement a customer support portal was driven by a need to provide more digital experiences, but also by the demands of its customers for a personalized experience.
The company had implemented Ingeniux CMS for its public website during a website refresh several years ago, so they already had experience with the platform and the Ingeniux team. They did evaluate different vendors in addition to Ingeniux for the support portal but ultimately decided to leverage Ingeniux for two reasons.
First, SCIEX had built a strong relationship with Ingeniux, and second, they wanted to embed the portal seamlessly into the website, ensuring the support portal had the same interface, look and feel as the public website.
For SCIEX, Ingeniux was easy to work with and continue to work with as they enhance their portal. All releases have been on time and target and Ingeniux worked hard to deliver the look and feel experience SCIEX wanted to create for its customers.
Sciex Provides Centralized Support Experience with an Ingeniux Customer Support Portal