A digital approach is already making a big difference in clinical laboratories, from AI-driven algorithms that assist with the diagnostic process to Laboratory Information Systems that streamline data management and integrate with electronic health records for seamless patient care.

But there’s another area that’s ripe for digital improvement, and that’s service and support.

Digital tools now make it possible for rapid updates, error alerts, and online support in clinical laboratories. In addition to streamlining instrument maintenance, the digital approach also supports better care for patients by identifying and correcting problems even before they may be noticed by a technician.

Overall, a digital model for service and support can improve staff productivity, ensure optimal quality and speed of results, and reduce operational costs and instrument downtime.

A new approach to service and support

Many labs have already implemented digital service and support strategies. In areas where this is more common, such as in Europe and North America, here’s how these tools are making a difference.

Online portals. Instrument manufacturers who offer digital support often do so through an online portal. This tool gives users a convenient way to submit and manage requests for help, research information about key applications, and get troubleshooting help.

Data sharing. Whether it’s through the portal or another model, digital service and support methods make it easy for users to share data to help with predictive analytics and maintenance. A clinical lab team can count on their own instruments to report potential issues even before they cause real problems.

Instrument monitoring. It’s not just the instrument manufacturer that can get access to system data; clinical lab staff with the appropriate permissions can use digital tools to remotely monitor lab instruments, reports, and service histories.

‘Right now’ service. Particularly for labs in remote areas, experiencing a system problem that requires a visit from a vendor’s engineers can mean days or weeks of downtime. But with remote service, engineers can pop in via video chat, review the instrument’s remote data and status, and provide expert support without being on-site. (Check out this case study of customers in Australia for a helpful perspective about how this works.)

How to go digital

For most labs, embracing digital tools for service and support requires a certain amount of change management. This involves technical, logistical, training, and even attitudinal shifts. But in cases where remote service and support are needed, the minimal changes required are well worth it.

One common challenge relates to connectivity, security, and data privacy. In countries like Japan and Korea, strict cybersecurity regulations or recommendations can make it challenging for laboratories to connect to different IT systems, or to grant remote access to external organisations. But instrument vendors work closely with labs in these countries on a regular basis and can help lab staff navigate protocols to remain compliant while implementing helpful digital strategies.

Procurement can also be an obstacle if the costs of remote service and support have to be paid separately by laboratories, so it may be necessary to work with instrument vendors to ensure transparent pricing and effective contracting. Ultimately, having digital tools for remote service and support should lower overall costs for the laboratory.

Finally, it is important to prepare lab staff for any transition to a digital approach. People who are used to calling for support may initially dislike having to use an online portal, for instance, but as lab teams are educated about the benefits of these services they can more fully embrace the transition.

It is also useful to make sure your instrument vendor is flexible enough to support both remote and traditional support requests; in an emergency, many teams may prefer to call someone they know than to submit a ticket online and have to wait for a response.

Going forward, more and more labs around the world will adopt digital models for service and support. This approach can improve productivity, reduce downtime, and deliver better results for physicians and patients.

To learn more about why the future is digital for lab service & support, contact Mr Prayoon Sonjai, APAC Service & Support Lead, Roche Diagnostics Asia Pacific, at [email protected].