Commercial Labs
The growth of commercial testing houses directly depends on two factors: Quality of Analysis and Customer Satisfaction evaluated through scientific Customer Relation Management (CRM). CaliberLIMS® with its special design, helps the organizations with suitable configurations to know their customers, and proactively offer additional services to increase their satisfaction level. After all, a satisfied customer is equivalent to ten marketing personnel.
Customer satisfaction factors:
- Timely Service
- Quality Service
- Transparency
- Authenticity
- Status Reports
- Trends
- Remote access for on-line sample status/ COA
- Personalized Accounts
- On-line payments
- Information portal
Customer Rating factors:
Customer rating is an essential exercise to increase the Customer Satisfaction. The Customer Rating tools provided in CaliberLIMS® will help the laboratory to know its customers well and to improve the service to them as per their rating. This information from CaliberLIMS® would help the laboratory to plan and serve its customer better.
- Reputation in the market
- Volume of Business – Number of Samples
- Monthly billing
- Billing Trends
- Payment Turnaround Time
- Cost to Profit Ratio
- Business growth – Month on Month Comparison
Based on the above factors a customer can be rated into categories like Platinum, Gold or Silver. For example a customer sending high volume of business in terms of number of samples per month and contributing a significant amount of billing could be treated as Platinum Customer and allowed commensurate credit rating and special service privileges like on-line viewing, special rates etc.
Business Analytics:
- Volume of Business - Number of Samples
- Tests Performed
- Sample Turnaround Time
- Samples Vs. Billing
- Process Cost Vs. Billing
- Customer wise and Month wise Billing
- Receivables Analysis (Invoice Aging)
- Pending Receivables
- Customer Complaints
Possible Value Additions to Services to the Customer:
- Test Results Report through E-mail (Sending PDF file of COA over E-mail)
- Information of Result and Time over E-mail
- Text Messaging about Sample Status
- Making available the Trends and OOT Reports
