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Responsiveness, commitment, and collaboration— it’s all intrinsic to every partnership we make. From delivering ART solutions designed to help optimize clinic workflows to providing a tailored service experience that exceeds your expectations, we’re working with you to support healthy futures— from retrieval to realization.
Service Goal: A Zero Error Environment
Over the past year, our new Commercial Operations department, which includes customer service, has had an ambitious goal of zero errors per month. To achieve this goal, we’ve made changes striving for a seamless and frustration-free customer experience.
- Continual improvement of key performance indicators, such as reduction of order entry errors
- Company-wide and peer-to-peer recognition for excellence
- New personnel accountable to tracking, fulfilment, and communication of product availability
- Daily stand-up meetings to align communication
- Assigned Customer Service Representatives to specific regions, allowing them to get to know you and work as partner with sales
Service Goal: Resolve Technical Inquiries and Complaints Faster
Despite anyone’s best intentions and efforts, errors and questions will always occur. Our new department, the Technical Investigations Group, was formed in September 2023 with the aim of improving our response to complaints and inquiries. With this restructured group, improvements have been immediate, including an over 80% reduction in turnaround time for customer credit and replacement products. Here is how the Technical Investigations Group is going to improve the customer experience when an issue comes up:
- Combined support of our field Technical Application Scientists, Technical Support, and Product Compliance teams as a single department
- Set aggressive new KPIs, such as reduction of turnaround time on closure of courier complaints by over 66%, which will allow for continuous improvement
- Streamlined the inquiry process through a new electronic system, clarified escalation pathways, and transparent KPI measurements
- Consistent, close collaboration with Shipping, Customer Service, and Research and Development teams
Interview Blog Post
For a closer look at how ALL IN has already made an impact in our day-to-day operations we have an in-depth blog post featuring Commercial Operations Director, Jim O'Brien. In it, he will discuss the importance of a zero-error environment and cultivating a customer-centric approach to support our customers around the world.
Check back next month to read more.
For a closer look at how ALL IN has already made an impact in our day-to-day operations, check out our latest blog post featuring members of our Assisted Reproductive Technology leadership team. In it, they discuss the importance of a zero-error environment and cultivating a customer-centric approach to support our customers around the world.
“ALL IN means creating an elite level of service to our customers across all FUJIFILM Irvine Scientific entities. I am really proud of our Customer Service team - everyone wants to do their best and will lend a helping hand to ensure that level of service is maintained throughout the department. They are not working to just see improvement but to achieve excellence.”
- Jim O’Brien, Director Commercial Operations- Medical Business Unit
“Giving a fast, clean resolution for our customers prevents disruption in the clinic, and ultimately for the patient. Our products play an important role in developing families, including some even within our own team – we have a personal connection to these products and want to make sure our customers understand how to use them and can get the right answers at the right time.”
- Ashley Werner, Director, Regulatory Affairs & Product Compliance
At FUJIFILM Irvine Scientific we are
