How we saved millions of crowns a year through digitalisation thanks to the reduction of service process costs.
- saving the time of service technicians by 89%
- immediate profitability of investment in digitalisation after addressing a new sales segment
- increase in sales of microscopes and consumables
We have anonymised this case study, as the company in question specialises in the production and sale of high-end hi-tech devices. We emphasise maintaining long-term business relationships, which also requires the protection of trade secrets. Although we cannot share the exact goals of the project at the end of the collaboration, we would like to share at least anonymised information about this case study with you.
Company bio
This global company is a world leader in science products and services. It develops and manufactures
scientific equipment. In their technology centres, they create top-quality electron microscopes and
spectrometers, which they deliver all over the world. These devices help in the study of viruses, new
vaccines are created thanks to them, and they are also used for the development of modern
materials and electronics.
What did they come to us with?
The company manufactures high-end microscopic instruments. With each new microscope ordered, a technician is dispatched to verify the conditions for installation and to install the microscope in place during his next visit. Whenever there’s a need to update the microscope software or perform other service intervention, the service technician visits the customers again. He physically installs the update via a USB flash drive. Technician costs are high – salary, accommodation, travel, etc.
The cost of such trips is in thousands of dollars per day. The company’s goal was to reduce these costs and make the entire process more efficient. The driving force for change was also that they were going to reach a new sales segment, customers who are new to microscopy or, for example, universities.
The way to do this could be to reduce service costs. Thanks to the reduction of these costs, they would be able to sell microscopes to customers from the new segment at an acceptable price and yet it would still be profitable for them.
Client requirements
The company wanted to achieve simple firmware updates of microscopes, which the customers would be able to do themselves without the need of a technician to visit. And that as simply as possible and at the same time in a nice user environment, so that customer satisfaction is positively affected.
The main goal was to reduce the customer’s and the company’s costs for service technician visits, so that these visits are limited as much as possible and technicians are dispatched only in case of problems. The idea was one such visit in 3 years. The company had a vision, that the customer would be able to operate the microscope himself using the program. All of this was aimed at increasing efficiency and customer convenience.
Solution: Application to manage microscopes
Creating an application that allows you to update microscopes in an offline environment was a complex task, but our team did not give up and managed to solve it successfully.
The first step was to analyse the entire update process and create an approximate image model, which we had company employees comment on. We then created an interactive model that they can view in any web browser. The employees tried it out and gave feedback, which we further incorporated into the solution.
The implementation began with the creation of a secure information database in the cloud, where we inserted lists of microscopes including their current software, customer settings and service history of the device. Everything has been designed to be GDPR compliant in various countries.
An application for digitalisation of production had to be created. In this application there were databases of existing microscopes. When a new microscope is made, it is registered to the system and thus can be updated as soon as an update is available. The installation package for the microscope also includes a service that enables the device to be connected to the application and also be operated by the customer.
Next, we created a customer application that allows customers to register their microscope and display information about its software version. We have also linked this app to the desktop app to perform updates. This service was added to the already sold microscopes manually, and the devices were thus additionally registered in the system.
Subsequently, a customer application was created that allows the purchased microscope to be registered using a unique registration key. In the app, customers can see their microscope and software version. Additionally, they can download a desktop application to perform updates. This app downloads the software to your local storage and then installs it. The app notifies you of any potential updates and also allows customers to manually check for updates.
A section has been created where all the necessary documentation for a given type of microscope is available. Here, the customer can find tutorials, video instructions or tips and tricks to help him use the microscope. All of this is in one place in the application.
For a company that manufactures microscopes, an application has been created that can be used by selected employees. In this application, they can see a complete database of all manufactured and registered microscopes, including their software version and update history. Employees can also add and edit content for customers, such as instruction manuals or video tutorials. The application also contains information for various statistics and data analysis.
For businesses with multiple devices and employees who use them, a special feature has been created. This feature allows certain microscopes to be assigned to certain users, allowing them to update their assigned microscopes.
This solution was developed for the Windows 10 platform, as this was the platform most customers used. However, expansion to the iOS platform is being considered in the future.
The solution offers many other interesting functions
Thanks to our solution, the door has opened to other interesting possibilities, such as:
- sales function for ordering spare parts in a few clicks, including new modules or other equipment
- sales promotion trial tools that allow customers to try new features for a limited time and then purchase them
- the possibility of re-ordering consumables, including needles, electron sources or screens
- prediction module notifying about running out of consumables
- history of maintenance and other important events
- remote diagnostics enabling automatic acquisition of diagnostic data for analysis
- business intelligence logic enabling advanced analytics leading to increased sales or his optimisation
- loyalty programs
- the customer can easily send direct feedback thanks to predefined buttons
- customer communication with support via chat
- updating and installing other microscope software
- online form for technician’s service actions
Result: Reduction of service costs by 89% and increase of sold microscopes!
The process is now fully automated and updates are delivered to customers in a modern and sleek design. Service technicians travel only for major service or warranty operations, which allows them to use their time more efficiently in development and minimise travel.
Thanks to the successful cooperation, it was possible to implement many other projects to
simplify the control and security of microscopes.
Client feedback
"Our environment is quite specific - high-tech equipment with a very complex physical background. People from Betrian were able to understand the issues of SW development on such devices very quickly and often go beyond the limits of necessary understanding. I am satisfied with the cooperation – the finest people both technically and personally. They listen, deliver the required solutions, often come up with their own ideas for improvement (which we always welcome) and all this in a friendly atmosphere - I would hardly say it is a supplier/customer relationship. Since Betrian makes things upon our request, all the things we commission them help deliver directly or indirectly more value to our customers. I would recommend Betrian. A reliable partner for our R&D department.”
