How Our Client Keep Labs Running Smoothly—Even Through Big Changes

The Problem

Our client prides itself on maximizing uptime for its clients' critical laboratory instruments. Their field service agents (FSEs) are the backbone of this promise. In the field, FSEs often need specific parts and equipment to complete repairs or maintain systems…but getting those parts was a manual effort.

Imagine a field service agent on-site with a critical piece of lab equipment down. If their ability to get the necessary part depends on someone at headquarters manually sifting through an email inbox, that's a recipe for delays.

That’s what our client was facing.

This manual system became an even bigger problem when internal teams changed, and tribal knowledge was lost. If a key person leaves, the entire system can grind to a halt until their replacement is trained. For a company like our client, laboratory uptime directly impacts critical research and development, and such disruptions are not an option.

To make things more complicated, the specialized lab industry is continuing to shift towards consolidation and acquisitions, and our client is no exception. When one company acquires another, its operational systems and processes must be integrated.

Without a scalable system in place, merging two distinct ways of doing things leads to chaos, duplicated efforts, and a steep learning curve for everyone. Our client needed a way to solve their immediate inventory headaches and future-proof their operations, regardless of internal or external changes.

The Solution

Penrod came in as more than just a Salesforce implementation partner. We became an extension of the their team, deploying and maintaining Salesforce Field Service Lightning (FSL) through a managed services partnership.

First, we tackled the cumbersome stock request process by implementing serialized products within Salesforce Field Service Lightning. The result? Agents could now track individual parts, seeing exactly where they were, when they were needed, and who had them without relying on email inboxes.

Our work goes beyond implementation. Penrod is a constant, reliable presence, filling in the gaps that internal attrition might create. When an internal Salesforce administrator or power user moves to a new role, the system doesn't pause. Penrod's experts are already familiar with our client’s processes. That means inventory systems remain functional even during times of change, preventing downtime.

Furthermore, the managed services partnership provided our client with a clear roadmap for system integration, especially during acquisitions. When our client brings on a new company, our team is there to help integrate the latest processes and systems into the existing Salesforce environment. We provide the expertise and the structure to facilitate these complex migrations, ensuring that new teams can quickly get up to speed on FSL and that all services, data, and workflows are unified.

Penrod provides continuous improvement. Managed services isn’t a one-and-done project. Our managed services team consistently looks for ways to optimize their Salesforce environment, introducing new features within FSL, refining existing workflows, and ensuring that our client is constantly leveraging the platform to its fullest potential. This proactive approach keeps their lab maintenance services the best in the business.

Managed Services Results

One of the biggest wins? The transformation of our client’s stock request process. By implementing serialized products within Salesforce Field Service Lightning, lab uptime would no longer depend on email chains and spreadsheets. This meant:

• Faster Turnaround Times
  Field service agents no longer wasted time tracking down parts requests in email chains. Item visibility enables agents to locate and request parts, ensuring labs remain operational.
• Better Agent Performance
  With automated stock requests, field service agents can focus more on maintenance and repair, rather than administrative tasks, boosting morale and productivity.
• Accurate Inventory
  Serialized tracking gives a precise record of every part. That accuracy minimizes errors, reduces lost inventory, and makes reordering faster.

Beyond the process improvements, the value of Penrod’s Salesforce Managed Services is even clearer during times of change.

• Protection Against Internal Attrition
  Penrod’s consistent support is a bridge over internal attrition. Our established knowledge of their system meant uninterrupted uptime, ensuring that vital lab maintenance services continued.
• Smoother Acquisitions
  As our client grew through acquisitions, Penrod provided the expertise and roadmap to integrate new companies' processes and data into their inventory system. With potential bottlenecks eliminated, new teams could quickly get up to speed in the unified environment. Penrod's managed services enable our client to solve operational challenges and build a scalable service delivery model. They've moved from reactive problem-solving to proactive optimization, giving them an edge in the healthcare lab maintenance industry.

  Managed Services is the Best Insurance During Change

  Are you facing manual processes, internal staff transitions, or complex system integrations after an acquisition? Don't let bottlenecks slow you down. Penrod specializes in helping healthcare companies optimize their systems and enhance patient experiences with Salesforce Field Service Lightning.