Case Stories

Case 1:

A customer recently called the office requesting a service call to repair an incubator. He explained to our customer service department that his company had drained the water out of the unit in preparation for its move to a new location. Upon start-up of the unit in the new location, they were receiving a low water alarm even though the water reservoir in the unit was full.

It was then that customer service had to make a decision; either to schedule a service call for a possibly simple repair OR enlist the support of one of our technicians who was in the office that afternoon. The decision was easy. The technician immediately contacted the manufacturer and then called back the customer and solved his problem within 15 minutes over the phone.

In the customers words exactly:

“Thank you so much for your help. The fact that you and your company would take the time to help me over the phone rather than making an expensive service call tells me a lot about the integrity of your company, and I will definitely return to Integrated Service Solutions again for any service needs.”

Case 2:

The customer called us around Noon on Thursday to have their SFT-100 Super Critical Fluid Extractor calibrated. All of our technicians were already scheduled on other assignments for that day as well as the following day, Friday. However, we worked with the customer to have our technician arrive on-site at 8 a.m. Saturday morning. In between, we had to re-route the specialized equipment from out of state where it was being used on another assignment to our technician so he could perform the calibration on Saturday.

The result was this comment from the customer:

Hats off to the ladies in the offices and Dan for a job well done. All went above and beyond to see that calibrations were completed for the SFT-100 Super Critical Fluid Extractor. It is a secure feeling to know that when critical service is required that the call gets answered. Thanks again to all.

Case 3:

Another recent example :

I have a flow meter that I need to get calibrated as soon as possible. I would be willing to have it delivered to your location if you can calibrate it for me this week. I need to have it calibrated by Monday 8/21/06 to answer an FDA finding.

The instrument was delivered to our Metrology lab on Wednesday morning, August 16th. The delivery driver waited for us to perform the calibration and then delivered back to the customer that afternoon.

Case 4:

The customer called us at 8 a.m. telling us they had a surprise FDA audit and couldn’t find their paperwork. We immediately had 4 of our customer service administrators begin pulling dozens of files and copying thousands of service reports and calibration sheets. We then had our delivery driver on stand by to deliver all of those documents that same afternoon.

The end result was that the customer passed their FDA audit.