Thermo Fisher Scientific Launches New Informatics Customer Initiative

The CARES Initiative is built upon a platform of seven core principles, which demonstrate the division’s commitment to customer allegiance and customer satisfaction in areas such as product performance, order fulfillment, technical support, and sales and account management. A documented Quality Management System is built into every aspect of the business and supported by all levels of the organization. Reliable and rigorous external product testing is also in place, including simulated multi-user environments and benchmarking to measure quality, performance and usability. A new eServices portal will offer LIMS and CDS customers a wide range of support, including on-line incident logging, monitoring and resolution of support enquiries, as well as access to the business Knowledge Base.

Thermo Scientific LIMS and CDS customers will also benefit from a sophisticated issue resolution system, which uses patented technology to capture a log of user actions and system events to quickly determine the cause of unexpected application behavior. Around-the-clock support is offered, ensuring that customers have access to assistance wherever the business is located. As part of the CARES Initiative, the LIMS and CDS line of business is promoting continuous communication and customer feedback in order to constantly improve products and processes. The CARES Initiative also ensures commitment from the highest levels of senior management.

Dave Champagne, vice president and general manager, Informatics, Thermo Fisher Scientific, comments: “The CARES Initiative has been developed to enhance our delivery system across our product development, sales and service organizations. We are committed to providing nothing but excellence to all of our customers, no matter where their business may be located.”