BioTek Instruments Accelerates Field Operations With Mobile Communication Platform

BioTek Instruments, Inc., is a global leader in the development, manufacture and sale of microplate instrumentation and software. Servicing customers across the world requires rapid responses and constant communication. “Given the nature of our work, real-time access to resources and expertise when you need it most can go a long way in achieving and exceeding customer expectations,” said Sean Jordan, BioTek’s Service Director.

Before discovering Zinc, BioTek field teams depended on a myriad of communication tools (email, texting, phone calls) to connect on the move. Yet these tools presented challenges to communicating in the moment. Many field teams (service, sales, etc.) were weighed down by email traffic as these team members don’t spend the majority of their day sitting at a desk. The high volume of email made it difficult to separate out the critical items from broader company information, newsletters or more general service updates.

Texting and phone calls while quick, were not always effective. Not everyone within the office used their phones for work, limiting the effectiveness of texting. In situations where a phone call was needed, you could be in the support center phone queue or the key person you needed was away from their phone. Sean told us, “We wanted our field employees to be able to instantly tap into the knowledge and expertise of the team anytime, anywhere to help them get the job done.”