In case you missed it, LabVantage has officially launched our new program: Customer Success Services Portfolio. To help our customers understand how to leverage all that our customer service team has to offer and optimize their LIMS investment, we sat down with Jeffery Policastro for a Q&A session before the launch.
Our customers are more than just a product and transaction to us. We deeply value the connection and long-term partnerships established with each and every client. That’s why we designed a first-in-class portfolio that offers tailored support, expert guidance, and proactive, future-proof solutions. Let’s dive in.
Q1: What would you say is the overall goal of implementing LabVantage’s Customer Success Services Portfolio?
Our customers are at the heart of what we do. When we initially designed the LabVantage Customer Success Services Portfolio, we wanted to find a way to help customers maximize the value of their LIMS investment while reducing the burden of system maintenance and enhancing the user experience for our customers. This portfolio of high-touch services were custom-built to serve the dynamic needs of the lab. We want LabVantage LIMS users to prioritize innovation, and focus on their core scientific and business activities rather than system administration and maintenance.
We’ve taken a customer-centric approach through our specialized services like Planning, Master Data Management, Flex, Automated Testing, Validation, Digital Adoption and Training programs. The Customer Success team delivers tailored strategies to enhance system performance, which reduces testing and configuration efforts, minimizes support tickets, and reduces time to value. LabVantage also wants to help our customers realize the goal of enabling the science supporting their core business, not the application designed to enable it.
Q2: What specific challenges did LabVantage identify in LIMS management that led to forming this Customer Success Services Portfolio?
We’re excited to roll out a new, proactive approach to solving challenges in today’s labs. Traditional LIMS services offer a reactive approach, and are transactional in nature. They are often addressing issues and challenges only after they arise, instead of preventing them or resolving them as they present themselves. While this type of approach has its place, LabVantage wants to change the approach paradigm and with customer success our customers are no longer left in a cycle of chasing solutions and quick fixes. Instead they can collaborate with LabVantage to realize the Lab of the Future…today!
LabVantage developed the Customer Success Services Portfolio to resolve a larger issue that laboratories experience with sustaining and enhancing LIMS performance after the initial implementation. While a LIMS is designed to improve efficiency and data integrity, managing it effectively over time can become a resource-intensive burden.
The Customer Success Services Portfolio is a proactive approach to address:
- Complex system configurations and updates – We know that numerous labs struggle with keeping their LIMS aligned with evolving business and regulatory requirements. Without dedicated expertise, the system configurations become inefficient and lead to performance bottlenecks and compliance risks.
- Resource strain and diverted focus – Internal teams often spend a lot of time on administrative LIMS tasks, pulling their resources away from core scientific and operational activities. This results in slower turnaround times, reduced productivity, and missed opportunities for optimization.
- Limited proactive support from traditional models – Standard LIMS support is typically reactive, addressing issues only after they occur. This approach leaves gaps in strategic system planning, user adoption, and long-term optimization.
- Suboptimal ROI due to underutilized capabilities – Without ongoing guidance, many labs fail to fully leverage their LIMS features, leading to inefficiencies and missed opportunities for automation and process improvements.
The LabVantage Customer Success team is excited to bridge these gaps by providing tailored success plans, proactive expertise, and value-driven consultancy throughout the LIMS lifecycle. We are simplifying system management, improving user adoption, and future-proofing LIMS performance to support a long-term partnerships and sustained success.
Q3: How is LabVantage implementing this new approach with current LIMS customers? How do the success plans differ from traditional support services, and how are they tailored to individual customers?
Each one of our services are tailored to the individual customer’s need and can be put under a subscription where value can be continuously delivered over LabVantage’s lifetime. This approach improves time to value metrics for our new customers and assists customers with having a predictable total cost of ownership.
For existing customers, the focus shifts a bit and provides an opportunity to modernize their existing implementation while taking the burden of configuration management and administration off of the customer. In addition, we can build out a roadmap including our SaaS, AI/ML, and Semantic capabilities which provides our customers not only the Lab of the Future but the mechanisms to prevent it from becoming the Lab of the Past.
Q4: What tangible improvements can both new and current clients expect to see with this new portfolio of Customer Success for LIMS? How does LabVantage plan to evolve this portfolio over time to meet changing customer needs?
With many active and on-going engagements we’re already seeing success stories in a variety of customer verticals including Pharma & Biopharma, Consumer Products, Food and Beverage, and Specialty Chemicals. Our customer-centric focus highlights how LabVantage anticipates challenges before they occur and provides proactive strategies that enhance system performance, usability, and efficiency. Instead of waiting for our customers to experience roadblocks and laboratory nightmares, the Customer Success Services Portfolio is actively improving:
- Operational strain
- Data integrity, Compliance, Validation
- Increasing application and master data testing velocity
- Digital Adoption & Continued training
- Usage of AI and Semantic tools
By going beyond your typical and services and support, our Customer Success Team builds long-term partnerships with customers, helping them continuously optimize their LIMS, improve their operational efficiency, and achieve measurable in their business outcomes.
With LabVantanage’s Customer Success Services, users can experience:
– Up to 75% reduction in testing efforts
– 50% reduction in configuration efforts
– Optimized system management
Our hope is that this proactive, customer-centric program meets customers and laboratories at the core of their needs—to maximize their LIMS investment— not just for today but for the future.
Our team is ready to support and ease your LIMS transition– Talk to an expert for your LIMS transformation today!
