"Experience with our processes and needs makes LabAnswer a valuable resource."
Fortune 50 Consumer Products Company
Reduce Costs and Improve Business Alignment with Service Levels
Long-Term Support Outsourcing
LabAnswer will manage support of your laboratory applications to agreed upon service levels. This can increase service levels and reduce costs in the administration, maintenance and support of your laboratory systems. Our Service Level Agreement (SLA) tool allows us to track and report our outsourcing performance in a timely manner to our clients. LabAnswer has the flexibility to scale up or scale down our support levels.
LabAnswer has well developed teams and processes to support 1) laboratory informatics applications and 2) laboratory instrumentation and their associated applications and PCs. We have the right mix of onshore/offshore resources to provide quality cost effective support. LabAnswer can reduce your risk because of our overall experience not just in IT but in laboratories and LIMS. We can leverage offshore resources, appropriately, to reduce costs.
LabAnswer provides effective support services by matching our efforts with the priorities and operations of laboratories throughout the enterprise. We always provide you with our experience and best practices enabling you to make informed and prudent business decisions.
Best Practices for Laboratory Outsourcing Support
We know that performance, reliability, consistency, security and flexibility of service delivery across labs throughout the enterprise are important to you. Our experience, delivery models, tools and best practices enable us to deliver on these needs; all while maintaining strict cost controls.
Our laboratory informatics best practices will optimize the effectiveness of your laboratory reducing costs and improving business alignment. The purpose of these best practices is to align solutions with your business objectives.
LabAnswer has support options for informatics applications and instruments for both regulated and non-regulated industries. We utilize internally developed support and knowledge management tools to manage the tracking of break fix and enhancement requests through resolution along with the associated business justifications and actual savings realized from the change. Our reporting systems provides continual visibility into maintenance and support activities along with detailed service level metrics.
LabAnswer Outsourcing Support Tools
LabAnswer has developed automated tools that enhance our ability to support our clients’ production environments. LabAnswer’s Change Management Tool automates the packaging and promotion from one environment to the next (such as from development to quality assurance to production) – which reduces the time to rollout the change and reduces the probability of rollout problems occurring. The LabAnswer Support Methodology provides a defined Change Management Process which is tailored for your business needs. By defining each of the roles and the associated responsibilities, the Change Management Process guides the support team through the “approval to proceed”, resolution, testing, documentation, notification, “approval to release” and promotion processes required by change management.
