During the 'core' working period of 09:00am to 05:00pm, Monday to Friday, Bayer offers a fully staffed 'Helpdesk' facility allowing immediate access to trained support personnel who will endeavour to resolve reported problems over the 'phone or arrange an appropriate response from the field engineering teams or our applications specialists.
At all other times calls are handled by the Vodaphone Telephone Answering Service (VTAS) who will relay the message to a Bayer Senior Support Specialist. The specialist on-call will contact the customer within 15 minutes of the initial report and if unable to resolve the issue over the 'phone will arrange for a prioritised response on the commencement of 'normal' hours. This effective 24 hours a day, 365 days a year support for Bayer customers is unique amongst the UK diagnostic companies.
Telephone troubleshooting is assisted by remote diagnostics modem links with the ADVIA® 120 Haematology System, the ADVIA® Centaur Immunoassay system, which makes diagnosing problems even easier. If difficulties cannot be resolved over the telephone, Bayer will then arrange to send out one of its Field Engineers, many of whom have previously worked in laboratories and understand the environment in which the company's customers work. A dedicated Service Operations team exists to ensure that the most appropriate engineer is despatched to the site in the shortest possible time, while a Service Logistics team focuses on ensuring that engineers always have the right parts with them when they arrive.
Outside the service realm, workflow analysis is undertaken by Bayer for customers contemplating the acquisition of new analysers for round-the-clock use. This assists laboratories in selecting and configuring instrumentation solutions that will maximise efficiency, even out bottlenecks, and cope with peaks in demand.
Suppliers to 24-hour laboratories must also endeavour to deliver consignments with the speed and efficiency that continuous working demands. Having initiated wide-ranging enhancements to its contracting, order processing, inventory management, warehousing and delivery processes, Bayer is ideally placed to meet these customers' needs.
"The feedback we receive from customers is taken very seriously", comments Steve Beviere, Head of Bayer's Service and Support Department. "Every opportunity is taken to gather customer feedback, both through informal dialogue and formal processes such as satisfaction surveys. By listening and learning, we aim to build a customer support organisation that is truly 'best in class'."
To contact the Bayer Helpdesk
Tel: +44 1635 566 222
Fax: +44 1635 566 274
Haematology HelpDesk: Haem.HelpDesk@bayer.co.uk
Immunochemistry HelpDesk: Immunochem.HelpDesk@bayer.co.uk
NPT/POC HelpDesk: NPT.HelpDesk@bayer.co.uk