Customer feedback system – Case Sartorius

The customer feedback system helps comprehensive development of our business

case_sartorius

Solu Digital created us a customer feedback system that works on SharePoint platform. The new system has enhanced the transparency and clarity of our feedback processes significantly. In addition, we get invaluable information to support our product development and to improve our performance.

System requirements were easy to define, as we knew exactly what kind of information and statistics were needed. Solu Digital’s performance, both during the development and maintenance phases, was impeccable.

Statistics, information and tight schedules

The feedback we receive enables us to locate the possible problem areas of the operations and to identify the future needs of our customers.

As a global player, we need to know exactly how our products work in different markets. The feedback we receive enables us to locate the possible problem areas of the operations and to identify the future needs of our customers. On the other hand, there are strict government regulations and agreements, especially when it comes to our medical devices. We have to be capable to fulfil those frameworks and schedules at all times.

Next we are going to build a similar feedback system for our internal use, too, in order to better measure our performance.

Information for decision making

When building this kind of system, the key question is what specific information is needed and how it will be used. There is no point in gathering statistics if the obtained data is not analysed actively. Numerical data provides managers with important information to support decision-making and operational processes. Also, the redundant costs and development targets can be seen clearly.

Seppo Riikonen
Director, Quality & Process Development
Sartorius Biohit Liquid Handling Oy

Sartorius Biohit Liquid Handling Oy is a globally operating company that develops, manufactures and markets liquid handling products such as pipettes and pipette tips. The company is part of the Sartorius Lab Products & Services unit. The Sartorius Group is a leading international laboratory and process technology provider covering the segments of biotechnology and mechatronics.

 ikoni_virta_sini ikoni_voima_sini