ThermoFisher Scientific/Life Technologies Improves Customer Service and Identifies New Business Opportunities
 
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ThermoFisher Scientific/Life Technologies Improves Customer Service and Identifies New Business Opportunities

ThermoFisher Scientific/Life Technologies is dedicated to improving the human condition. Its systems, consumables, and services enable researchers to accelerate scientific exploration, fostering discovery and improving life. Its clients operate across the scientific spectrum, working to advance personalized medicine, regenerative science, molecular diagnostics, agricultural and environmental research, and 21st-century forensics science.

 
 

 
 

Challenges

A word from ThermoFisher Scientific/Life Technologies

  • “Oracle RightNow Cloud Service enables our marketing and sales teams to be more proactive. It allows us to offer more personalized service and anticipate our customers’ needs, thereby opening up new business opportunities.” – Patricia Munerato, Application Support Manager for Latin America, ThermoFisher Scientific/Life Technologies

  • Enable technical support to record customer interactions, including those at laboratories, hospitals, and research institutions
  • Eliminate the customer service team’s use of multiple spreadsheets to reduce errors and increase productivity by reducing the need to record data in different systems and spreadsheets
  • Increase marketing and scientific campaigns’ effectiveness by using a system that enables targeting clients by product lines, simplifying the task of segmenting databases

Solutions

  • Implemented Oracle RightNow Cloud Service to improve the customer experience through call-center and e-mail contacts, allowing decision-makers to compile and analyze key data and feedback from customers
  • Established a centralized customer database to enable ThermoFisher Scientific/Life Technologies to strategically target its client base with e-mail marketing campaigns, eliminating a manually-intensive process
  • Enhanced customer-service management by automating sales-report generation and technical consultations by using Oracle RightNow Cloud Service’s dashboards to track and allocate customers inquiries, providing decision-makers with greater insight into customer satisfaction and relying on the system’s automatic alerts for follow-up, ultimately reducing the company’s use of e-mail for tracking and updates regarding statuses and customer queries
  • Improved prospect follow-up by using the Oracle RightNow Cloud Service for client and business tracking from first contact to sale closing, helping identify customers’ level of interest—ensuring every new prospect receives appropriate, timely follow-up
  • Reduced IT expenses by adopting a cloud computing model, thereby freeing up investment for hardware, infrastructure, administration, and maintenance, and, in turn, accelerating return on investment

Why Oracle

“We evaluated alternative solutions, such as Microsiga and Salesforce.com, but we opted for Oracle RightNow Cloud Service due to its ease of use and adherence to our business processes, which greatly simplified the postimplementation stage,” said Patricia Munerato, application support manager for Latin America, ThermoFisher Scientific/Life Technologies.

Implementation Process

“The Oracle RightNow Cloud Service implementation project lasted three weeks. We integrated it into our internal system to automate price lists and product codes, in addition to performing tests and putting it into production without interrupting customer service,” Munerato said.