Company receives top customer rating across six categories in
the 2021 IMV ServiceTrak™ Awards
RARITAN, N.J., Sept. 27, 2021 /PRNewswire/ -- Ortho
Clinical Diagnostics Holdings plc (Nasdaq: OCDX) today
announced that for the sixth consecutive year its Ortho Care™
Service and Support program was ranked No. 1 in the diagnostics
industry for the 2021 IMV ServiceTrak™ Awards. The ranking is based
on interviews conducted with laboratory professionals, including
Ortho's customers, from more than 2,000 clinical testing locations
operating over 5,000 collective instruments.
In addition to maintaining its top service and support ranking,
Ortho achieved the top ranking in the following categories:
- Overall Manufacturer Performance
- Customer Satisfaction
- Overall System Performance
- Phone/Remote Support Performance
- Clinical Application (LS) Support
- Overall Net Promoter Score
"A strong focus on customers and their patients is the
foundation of Ortho's global culture, and we empower our more than
4,500 teammates across the world to deliver unparalleled customer
service, regardless of job function," said Karen Taylor, vice president of global customer
experience and Ortho Care at
Ortho.
Globally, Ortho leads the IVD industry in customer experience.
Combined, Ortho's service offerings create a comprehensive
360-degree view of the customer, allowing service to be expertly
tailored to ensure the people and technology support needed to
deliver exceptional patient care.
Ortho is known industrywide for Ortho
Care Service and Support, a holistic customer experience
program that provides real-time, personalized support and service
to ensure labs are running efficiently. In addition to Ortho Care Service and Support, Ortho's
comprehensive service offerings include: innovative mobile
technology that assures a data-driven proactive review is part of
every customer service visit and helps ensure continued uptime;
E-CONNECTIVITY® Technology, which provides a real-time,
secure, interactive connection between Ortho and the customer,
greatly reducing the need for service visits, ongoing learning and
development training; and a 24/7 global contact and a support
center so the customer is always backed.
"We are honored by this extraordinary recognition from our
customers and proud to partner with them to improve and save
lives," said Warren Stone, president
of the Americas at Ortho. "The rankings are particularly gratifying
given the unprecedented challenges driven by the COVID-19 pandemic
over the last year. This is a true testament to the resilience and
dedication of our team."
"Ortho has been recognized once again for their continued
excellence in product development and customer support, winning
seven ServiceTrak™ Awards for Clinical Instruments including Best
System Performance, Best Service and Best Customer Satisfaction,"
said Tom Ogburn, chief commercial officer at Science and
Medicine Group, the parent company of IMV. "The honor of earning
these awards reflects the efforts of the entire organization and
their focus on delighting customers. Congratulations to all of
their teams."
For more information about Ortho's award-winning Ortho Care Service and Support program, visit
the Ortho Care Service and Support
homepage on Ortho's global website or contact Ortho here.
About Ortho Clinical Diagnostics
Ortho Clinical Diagnostics (Nasdaq: OCDX) is one of the world's
largest pure-play in vitro diagnostics (IVD) companies dedicated to
transforming patient care.
More than 800,000 patients across the world are impacted by
Ortho's tests each day. Because Every Test Is A Life™, Ortho
provides hospitals, hospital networks, clinical laboratories and
blood banks around the world with innovative technology and tools
to ensure test results are fast, accurate and reliable. Ortho's
customized solutions enhance clinical outcomes, improve efficiency,
overcome lab staffing challenges and reduce costs.
From launching the first product to determine Rh+ or Rh- blood
type, developing the world's first tests for the detection of
antibodies against HIV and hepatitis C, introducing patented
dry-slide technology, and marketing the first U.S. Food and Drug
Administration-authorized high-volume antibody and antigen tests
for COVID-19, Ortho has been a pioneering leader in the IVD space
for over 80 years.
The company is powered by Ortho
Care® Service and Support, an award-winning,
holistic program that ensures best-in-class technical, field, and
remote service and inventory support to laboratories in more than
130 countries and territories around the globe.
For more information, visit Ortho's social media channels:
LinkedIn, Twitter, Facebook and YouTube.
About IMV
IMV is part of the Science and Medicine Group, the leading
market research and business intelligence provider to the
laboratory diagnostic industry. Each year, IMV produces a series of
proprietary ServiceTrak™ Clinical reports derived from extensive
phone surveys with clinical laboratory professionals to determine
their level of satisfaction with the service they receive for their
clinical diagnostic equipment and with the equipment manufacturers.
For more information, visit www.imvinfo.com.
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