Based on its recent analysis of the next generation sequencing (NGS) informatics market, Frost & Sullivan recognizes GenoLogics with the 2014 Global Frost & Sullivan Award for Customer Service Leadership.
GenoLogics has managed to stand apart in the market through its laboratory information management system (LIMS) and support services that have astounded customers with its simplicity and efficiency.
“While the cost of NGS has been declining rapidly, the market has been struggling to manage the tremendous data output from the process. Without improved informatics, the costs for data management, analysis and interpretation of NGS are likely to remain high,” said Frost & Sullivan Senior Research Analyst Sriram Radhakrishnan. “Through its flagship, CLARITY LIMS, GenoLogics is addressing this industry challenge by enabling faster, more scalable, more flexible, and higher-quality solutions than its competitors.”
Most GenoLogics customers, who have been accustomed to using older LIMS of the 1990s, have been amazed by the superior quality web interface of CLARITY LIMS. GenoLogics employs extensive user interface design and user experience testing, as well as conducts regular customer satisfaction surveys to review its product and service platforms deliverables and monitor the responses. It uses this feedback to develop or update products and service platforms to render easily adopted, high value solutions to its customer base.
Further, the company trains its customers through a variety of learning options such as onsite hands-on-sessions, on-demand training videos, live webinars, and product documentation to facilitate smooth handling of its LIMS products.
GenoLogics also renders support and training, such as API scripting, which enables customers to customize their projects without engaging a LIMS vendor. Due to its strong customer support activities, customer satisfaction metrics for quality of GenoLogics support are typically 100 percent, well above industry average.
“GenoLogics’ service portfolio has become a value-add for its customers owing to performance at a competitive price,” noted Sriram Radhakrishnan. “The company has attracted large companies such as Illumina® through partnerships and collaborations. This has been a distinguishing feature for GenoLogics when compared to its competitors, whose services have remained quite rigid and expensive, restricting their use to elite and affluent customers.”
With its strong overall performance, GenoLogics has earned Frost & Sullivan’s 2014 Customer Service Leadership award in the NGS Informatics market. Each year, Frost & Sullivan presents this award to a company that has demonstrated outstanding timeliness and quality is offering a service. The award acknowledges the attractive cost of service and the impact of the offering on customer value.
Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development.
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