We Always Drive For Enhancements And Improvements In The Way We Interact And Serve Our Customers

Dr Susanna Baque, Global Senior Director of Customer Experience, SCIEX elucidates about how SCIEXNow Customer Experience Centers and online portal are providing a single platform for customers to get the support they need globally

- Susanna Baque

Tell us more about SCIEXNow Customer Experience Centers (CXC) and SCIEXNow Online? Which services are included?

Customers need information at their fingertips and rapid access to support whenever necessary, whether by phone or online. The SCIEXNow Customer Experience Centers – a network of dedicated experts offering telephone and remote support – and SCIEXNow online portal have been designed with customers in mind, ensuring that support is readily and conveniently available.

Previously, customers had multiple contact numbers for SCIEX – i.e. the service engineers direct numbers, the sales representatives– and there was no tracking system, making it difficult to monitor the status of a call. Of course our engineers provide best in-class service to customers, but they needed to be on the field and at the same time handle other customer’s calls, what was not always convenient. Customers also told us that they want to talk to the right person the first time they call, and not have to keep repeating the same information again and again to different people. This is why we established the SCIEXNow Customer Experience Center offering technical support in local language, providing a single point of entry for any enquiry. One call is all it takes to log an enquiry, which is then tracked until completion.

What’s the difference between SCIEXNow online and earlier customer support? How can customers access SCIEXNow services?

The main difference is that we can provide a single platform for customers to get the support they need, either by calling the SCIEXNow phone number (000-800-919-0274), or submitting a case via our customer portal, SCIEXNow Online, and they can be assured that the request is tracked and they can more easily follow up progress of it.