Customer Service
bioMérieux is committed to offering first class, personalized service to labs and healthcare professionals worldwide.
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The approach we take is designed to contribute to improving patient care and the protection of consumers’ health. bioMérieux provides its customers with a specific, scalable portfolio of services.
Our services allow:
- optimal integration of equipment into laboratory workflows;
- maintaining long-term conditions of use;
- compliance with quality regulations;
- skills support and development through training programs and medical education.
Our local teams take into account specific country needs while enjoying an international view of the market. They may also be supported by international teams, when extra support is required for instruments, reagents, information technology and service solutions.
The GCS has 4 main missions:
- Provide technical support to local subsidiaries and distributors;
- Train subsidiaries and distributors to provide training to our customers worldwide on how to use our products and solutions;
- Ensure that the customer’s voice is heard for technical input during projects to develop and improve our products;
- Actively contribute to the development of services with added value for customers.
Every 2 years, we conduct a global satisfaction survey among around 6,000 customers. We do this to:
- collect feedback from our customers;
- identify factors that can be leveraged to support long-term customer relationships;
- improve bioMérieux’s customer relations performance;
- comply with our quality approach (ISO 9001).
Based on 2021 indicators, our performance has improved compared with 2018:
- Net Promoter Score (NPS): +42.9 (+3.7 points)
- Overall satisfaction: 8.38/10 (+0.21 points)
- Percentage of satisfied customers: 96.3% (+1.9%).
This survey also made it possible to identify areas where there is room for improvement, to develop action plans focused on enhancing the quality of information about our products and services, to strengthen the complaint management process, and to increase delivery visibility.
The detailed information we collect is shared with all of our subsidiaries so that they may implement specific local action plans.
Each subsidiary and distributor has an extensive p...
Each subsidiary and distributor has an extensive portfolio of products and solutions to offer you. They take into account specific country needs while benefiting from an international vision of the market. As your partner, our objective is to address your most important daily challenges and help simplify your workflow.
Global Customer Service (GCS)
It has four main missions:
- provide second level technical support to local subsidiaries/distributors:
- complaints/ routine and complex questions through support desk and in the field,
- train subsidiaries and distributors to give our customers quality product and solution training courses worldwide,
- ensure the customer’s voice is heard for technical specifications in product development and improvement projects,
- actively contribute to the development of added-value services for customers.
Through our intensive bioMérieux University...
Through our intensive bioMérieux University training programs for subsidiaries and distributors, bioMérieux strives to constantly improve the service, training and support we offer you locally.
Three “Knowledge Centers” (KC) throughout the world ensure our bioMérieux teams receive regular, state-of-the-art training to maintain their skills when in the field or manning the Support Desk.
We do everything in our power to guarantee the quality of our products, however issues do arise that need to be solved. What’s important for us at bioMérieux is making sure that we treat your request promptly and you feel understood.
Our local teams are there to help find effective, timely solutions for you. If extra assistance is required, they know they can count on 2nd level support from the GCS’s highly skilled specialists.
You trust us to do whatever it takes to resolve your concerns and our aim is to deserve that trust so that we build a long-term partnership.
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