Ortho Clinical Diagnostics - Customer Service Department of the Year

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Company: Ortho Clinical Diagnostics, Raritan, NJ
Entry Submitted By: Abernathy MacGregor
Company Description: Ortho Clinical Diagnostics is a global leader of in vitro diagnostics serving the global clinical laboratory and immunohematology communities. Across hospitals, hospital networks, blood banks, and labs in more than 120 countries, Ortho’s high-quality products and services enable health care professionals to make better-informed treatment decisions.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries

Nomination Title: Ortho Clinical Diagnostics

Tell the story about what this nominated department achieved since the beginning of July 2015 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes: TEXT REDACTED FOR PUBLICATION

Ortho Clinical Diagnostics (Ortho) is a leading global provider of in vitro diagnostics, the world leader in immunohematology, which ensures that blood used in transfusions is safe and appropriate, and a leading provider of platforms and tests for clinical lab diagnosis and treatment. Our purpose is simple: to improve and save lives with diagnostics. Our more than 75-year legacy has made Ortho a trusted partner to hospitals, hospital networks, blood banks and labs globally, and today, it’s empowering us to serve as advisors to our customers as they prepare for what’s next.

Hospitals work in an unpredictable environment. Systems, people and equipment need to be available on a constant basis – lives may depend on it. As those systems and equipment grow more automated and sophisticated, a strong technical support program becomes more critical than ever. The Ortho team, long recognized by its core customers as excelling in customer support, knew customer support was becoming a true differentiator in the industry. The company embarked on a two-year-long voyage to build out the customer service function, take a more holistic approach and work closely with customers to be able to anticipate their needs in the future. The result: overwhelming industry acknowledgment of Ortho’s #1 offerings in service and support.

In August 2016, Ortho announced Ortho Care™, a holistic support program that provides expert consulting and predictive, connected technologies.

Ortho Care strives to:

  • Ensure that hospital labs are fully available to meet the immediate demand via service/support teams and e-connected data that provides rapid root cause identification and/or proactive alerts to keep equipment running.
  • Provide resources that help the lab advance to the next level with process improvement, lean thinking and data.

This complete program anticipates customers’ needs, helping lab professionals deliver fast, accurate diagnoses and avoid system downtime. This support is more critical than ever as labs face increasing pressure to deliver more value to hospitals they serve, often with diminishing staff and resources.

Ortho Care’s customer-centric approach includes: highly educated support staff, e-Connectivity™ Technology and the Predictive Technology Center, both of which Ortho uses to predict and prevent issues; the ValuMetrix® team, which advises customers on lean process engineering and reimagines the lab as a more efficient value driver for the hospital; a robust customer training program and the Knowledge Center, which provides data on best practices in lab management.

Ortho conducts a quarterly relationship survey as a measurement of how we’re doing against our goals of improving the customer experience along with a touchpoint survey following each transaction. If a negative rating is received, Ortho contacts the customer within 24-48 hours to gather insights and look for ways to improve. If an Ortho colleague receives a high rating, their manager receives an email that they’ve provided excellent service in that transaction.

In 2016, in an IMV, Ltd. ServiceTrak report, Ortho was ranked #1 in overall service performance in the in vitro diagnostics industry for automated chemistry and immunoassay systems. IMV is a leader in market research for medical imaging and clinical diagnostics instruments.

The ranking was published in three IMV, Ltd. 2016 ServiceTrak™ reports, based on opinions of laboratory professionals working in U.S. hospitals representing more than 3,000 systems. Respondents were randomly distributed across the U.S., both geographically and by hospital size. Ortho ranked #1 for overall service performance in all three ServiceTrak industry reports: Integrated Systems, Immunoassay Analyzers and Automated Chemistry Analyzers. Ortho was also rated #1 for OEM service engineer performance, overall clinical application specialists and OEM training program.

Ortho has always had a sense of purpose and dedication to the lab directors and physicians who use its products to improve patient care and provide exceptional service. We do that by reimagining what’s possible. It’s what defines us. It’s the Ortho difference.

Key successes:

  • May 2016: Ortho recognized as #1 in overall OEM service performance in the industry.
  • August, 2016: Ortho Clinical Diagnostics announced Ortho Care™, a comprehensive collection of high-quality lab services and resources provided to Ortho customers at hospitals, hospital networks, blood banks and independent labs to enhance their overall performance.
  • August 2016: Issued a comprehensive Ortho Care brochure in English and made it available as a sales tool for our commercial sales teams (will be translated into other languages). The Ortho Care brochure and service was featured at the AACC show in August in Philadelphia, and ISBT in Dubai, September, 2016