A Fresh Approach To Field Service Pays Off

By Brian Albright, Field Technologies

Migrating from an ERP-based field service module to a stand-alone, cloud-based solution has enabled Luminex to improve its same-day service call resolution rate to more than 95%.

Service engineers know that if you want to successfully complete a task, you have to have the right tools for the job. That’s true of software as well as hardware. Biological testing manufacturer Luminex has armed its field engineers with new service tools that have given engineers access to more information in the field, and have also improved customer visibility across the entire company.

Luminex develops and manufactures biological testing equipment for the clinical diagnostic and life science industries. The Austin, Texas-based company employs field service engineers primarily in North America, as well as in the Asia-Pacific region and Europe.