SCIEX launches online support network

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Blog Post

  • Published: Oct 16, 2015
  • Author: Jon Evans
  • Source: SCIEX
  • Suppliers: AB SCIEX
  • Channels: Laboratory Informatics / HPLC / Ion Chromatography / Gas Chromatography / Electrophoresis / Sample Preparation / Proteomics & Genomics / Detectors / Base Peak / Raman / MRI Spectroscopy / X-ray Spectrometry / UV/Vis Spectroscopy / Infrared Spectroscopy / Chemometrics & Informatics / Atomic / NMR Knowledge Base / Proteomics

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SCIEX has announced the launch of SCIEXNow Online, a personalized online support network that offers comprehensive access to management tools, knowledge and training, application support, and multiple ways to connect with SCIEX experts. SCIEX’s certified engineers, technical specialists, training experts and application support chemists will be available for individual support to help researchers manage their lab projects with confidence.

SCIEXNow Online was developed by listening closely to researchers’ requests for answers to their questions in order to increase their productivity. The network delivers an individual level of support that combines technical expertise across application workflows, consumables, systems and software with world-class customer service to ensure researchers are able to collaborate with SCIEX or get quick answers to their questions. Customers can receive immediate access to SCIEXNow Online from any desktop or mobile device, and can speak with a dedicated case manager to ensure optimal focus on obtaining timely results while spending less time worrying about troubleshooting.

“Whether a customer has a simple information request, needs help developing a new workflow or optimizing an existing one, or is facing technical issues, we know how important fast resolutions are to a lab’s results,” said Susanna Baque, senior director global customer experience at SCIEX. “SCIEXNow Online is our latest innovation to optimize our customers’ experience with SCIEX, allowing researchers to check and manage everything online. Integrated tools like a Knowledge Base search and multiple ways to contact us enable customers to find the answers they need for themselves, or with one click, a SCIEX expert is ready to assist them.”

SCIEXNow Online includes several useful features.

  • A comprehensive easy to search Knowledge Base.
  • Access to communities, SCIEX’s online discussions portal with content focused on problem solving from peers and experts.
  • Management of support cases and ability to update and close them from their page.
  • Instrument listing for better asset management, monitoring of systems and the ability to immediately open support cases.
  • E-Learning, SCIEX’s training program that includes access to completed courses, training history, certificates and recommended courses.
  • Targeted notifications including up to date information on new releases, products, case information, content and alerts from instruments.
  • Online Technical Live Chat (available in Europe, launching in other regions at a later date).

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