Immucor, a medical diagnostics company, closed a gap in customer support among their technical and field teams to enhance their service reputation and customer satisfaction. Download this case study to learn more about their story.
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Blended Learning Helps Blood Diagnostics Leader Immucor Gain Competitive Edge
1. Blended Learning Helps Blood Diagnostics
Leader Immucor Gain Competitive Edge
Company
AchieveGlobal helps improve Technical Specialist, Application
Immucor, Inc. Specialist and Field Service Engineers’ skill at resolving customer issues
As the name implies, technical and field support’s realm is the field – the offices and
Industry laboratories where their companies’ products are used. Taking them away from their jobs
is costly to the company and its customers so any reason for doing so had better have a
A leading developer, manufacturer and
good ROI.
seller of in vitro diagnostics used by
blood banks, clinical laboratories, and Such was the case for Immucor, Inc., a medical diagnostics company relying heavily on
blood donor centers. technical and field support to ensure their customers’ long-term satisfaction with
Immucor products and service personnel. Y it had become apparent to company
et
executives that a gap in customer service quality had opened.
Strategy
Improve communication and service The Norcross, Georgia-based Immucor is a global in vitro diagnostics company that
skills to internal and external audiences develops, manufactures, and sells products used by hospital blood banks, clinical
to improve company cohesion and laboratories, and blood donor centers.
strengthen its service-focus reputation.
According to Jim Kennedy, Vice President of Customer Solutions, and Ann Minyard,
Director, Application Support and Technical Training, new service skills and behaviors
Implementation training would help Immucor improve customer relations and maintain its competitive
Use blended learning incorporating edge. AchieveGlobal, an international performance improvement company, was asked
Web- and in-class delivery of to help Immucor improve both internal and external communications and service
AchieveGlobal Stellar Service®, follow up.
Coaching, Guiding Customer
The company is structured upon three organizational branches: field service engineers
Conversations®, and Healing Customer
who are dispatched to customer sites when product issues occur; technical service
Relationships® modules to management personnel who provide problem resolution via the telephone; and an application support
and frontline staff in briefest effective group who installs Immucor equipment and trains customer staff on its uses.
time possible.
“Each of our departments deals with important problems, and we have to be able to
handle customers well,” Minyard notes. “We knew that in our industry staying
Results connected with each other would ensure consistent service delivery for our customers.
Improved intra-company co-operation as We believe that AchieveGlobal’s programs and blended learning approach will help us
evidenced by increase in internal e-mail achieve this vision.” Minyard and Kennedy liked how the AchieveGlobal programs
trails regarding customer problem resolu- are built, especially the tools available to reinforce new skills and behaviors, and selected
tion. Increased flow of unsolicited e- the AchieveGlobal team to support their initiative.
mails from customers commenting favor-
ably on Immucor technical and field sup- AchieveGlobal recommended a combination of Web-based and classroom-delivered, or
port satisfaction and examples of stellar blended, training to shorten the learning experience. Minimizing the time required for
service. In addition, Immucor is now training was especially appreciated by Immucor staff. Training involved managers and 75
conducting customer survey data to track
additional results.
Developing the 21st
century workforce TM