Frost and Sullivan honours PerkinElmer's OneSource business for its focus on enhancing customer satisfaction
PerkinElmer's OneSource laboratory services business has been awarded the 2003 Customer Value Enhancement award for drug discovery by industry research firm Frost and Sullivan.
Presented at Frost and Sullivan's sales and marketing executive summit in Boston, USA, the award cited PerkinElmer for its successful service strategies, and the degree to which those strategies have met customer stated needs and requirements.
"PerkinElmer has taken its focus on enhancing customer satisfaction one step further with the launch of its OneSource Laboratory Services," said Sinead Igoe, Frost and Sullivan industry analyst.
"This growing PerkinElmer initiative not only meets ongoing customer needs for instrument maintenance and support, but also provides higher-level services such as validation, training and customised asset management that have enormous value for procurement and operations executives".
As part of the selection process, Frost and Sullivan examined nine key criteria, including ability to grow, the launch of a new product(s) to offer a one-stop shop in response to customer demands, and the launch of a new service protocol to improve overall customer ownership experience.
Analysts tracked competitor revenue and market share through interviews and extensive research of proprietary data sources.
In addition, company installed base and revenues were compared year to year to monitor customer response and market expansion.
Finally, competitors were compared and ranked for relative position, and the award was presented to the company with the resulting highest industry rank.
"This award reflects PerkinElmer's ongoing commitment to help customers of all sizes improve productivity, reduce costs, ensure regulatory compliance, and consolidate mission-critical support," said Peter Coggins, president, PerkinElmer Life and Analytical Sciences.
"By assuming these fundamental responsibilities, OneSource laboratory services enables our customers to better focus on their core research and analytical tasks, which helps them gain competitive advantage". PerkinElmer OneSource consists of more than 1100 factory-trained service professionals operating in 125 countries to service what the company says is the broadest range of life sciences and analytical instruments in the world.
