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Agilent Technologies
Premier Laboratory Partner for a Better World
Agilent Overview
CSO (Customer Support Organization) Spain
UCAM
8 Julio 2015
Company Profile
October 2014
1
A Brief History of Agilent
1939–1998:
The Hewlett-Packard years
60-year heritage of leadership and innovation
1999:
Agilent is born
Biggest IPO in Silicon Valley: $2.1 billion
2005:
Agilent refines scope
Focus on measurement
2006–2012:
Transformation
Acquisitions (Varian Dako), divestitures and restructuring
2013:
World’s premier measurement company
$6.8 billion revenue
2014:
Agilent spins off Keysight Technologies
The spinoff is final Nov. 1, 2014, through a tax-free
distribution of Keysight common stock
Company Profile
November 2014
2
Agilent at a Glance
REVENUE IN FY13
Revenue by Geography
$3.9 billion
(more than 70% generated outside the U.S.)
Americas
Europe
34%
EMPLOYEES
CEO
32%
Approximately 11,000
William P. (Bill) Sullivan
34%
Asia Pacific
PRESIDENT & COO
Mike McMullen
Headcount
R&D
CUSTOMER LOCATIONS
100+ countries
11%
GIO(1)
MANUFACTURING AND
R&D LOCATIONS
STOCK TRADING
14%
43%
U.S., Europe, Asia Pacific
NYSE: A
Order
Fulfillment
Sales,
Marketing,
Support
& Services
32%
(1) Global Infrastructure Organization includes Finance, HR, Legal,
IT, Workplace Services, Quality and Regulatory Assurance
Company Profile
November 2014
3
Technology Platforms
Markets
 Value creation for our customers through the delivery of integrated solutions
 We provide complete workflow solutions – custom packages of equipment,
software, services, informatics, consumables, and most of all, knowledgeable people
who partner with customers to achieve their goals
Company Profile
November 2014
4
Agilent Serves the Entire Analytical Lab
Drive both the science and the economics of the lab
•
No. 1 most widely
used lab equipment
•
Reaching the world’s
265,000 labs
INSTRUMENT PLATFORMS
SPECTROSCOPY
LCMS
SERVICES
CONSUMABLES
LC
GC
GCMS
SOFTWARE
PLATFORM
Company Profile
November 2014
5
Leveraging Analytical Lab Strength for Genomics Research
and Cancer Diagnostics
ANALYTICAL LAB
ROUTINE CLINICAL & DX
LC, LC-MS
Versatile, leading-edge
analytical tools
Full solutions for
advanced diagnostics
• Separations
• H&E Staining
• Spectroscopy
• Advanced Staining
• Mass Spectrometry
• FISH probes
• Consumables,
Services, Informatics
Dako Omnis
Spectroscopy
Dako IQFISH
GC, GC-MS
CLINICAL RESEARCH
Enable the transition
from discovery to
diagnostics
NGS Target
Enrichment
• Cytogenetic Solution
(aCGH)
• SureSelect
• LC-MS
• SureFISH
RapidFire
Mass Spec
Microarrays
(Cytogenetic, cancer research)
Company Profile
November 2014
6
CSO Spain Objectives, Culture, Attitude
Objectives
Increase the personal and professional value of the team.
Our goal as Agilent Customer Support Organization: provide
Consistent, Differentiated and Valuable service assuring
Responsiveness, Knowledge and Professionalism in my CSO team
to make Agilent Service Model the best choice for our customers
and potential customers in terms of cost, risk and quality.
Culture
Change of tone - Service
Culture : “Can do”:
Influence my team to achieve
and behave looking for solutions
with a positive attitude instead
of do nothing and complaint
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Agilent Service & Support Spain Organization
Service Delivery Managers:
4
 Javier Martin (CRM)
 Montse Val
 Carlos Rodriguez
 David Ortega
Customer Service Engineers
Customer contact center Manager:
Carlos Urbanos
Call Qualifiers
Más de 70 ingenieros especializados
8 especialistas en soporte técnico remoto
68
20 de ellos especializados en aplicaciones
1
9
Work load administrators
8
Sales Spain Manager:
Javier Gutierrez
1
Account Managers
10
More than 100 resources dedicated only to Service Organization!
S1
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Single point of Contact
Spain Contact Center
Servicio de Atención al Cliente
(: 901 11 68 90
- : [email protected]
Agilent
Partners
Preventive
manteinance,
calibration
C
u
s
t
o
m
e
r
Telephone
CE On site
Email
Qualification &
Technical
support
Remote
Advisor
Instruments
Exchange
Activity
planning
Web Tool
Preventive
manteinance, OQ
S
I
T
E
S
Customer Survey Satisfaction
S1
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Spain CSO Crosslab ….
Collaborate to Win
Lab Business
Services
Lab productivity
Consulting
Application
Consulting
Education Solution,
Technology
application service
Compliance, Relocation
and Inventory
management
Business
Va l u e t o C u s t o m e r
Lab Wide Service
Contract Management
Asset
Management and
Optimization
services
Instrument
Services
HW Repair &
Maintenance, SMA,
Parts
Self Maintainer
to
Single Source Service Model
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Agilent Advantage Service Contract Offerings
Response time versus per incident
Extended
Warranty
Academic
Bronze
Bronze
Silver
Gold
Standard
No priority
Standard
Standard
Next day
♦
Extended hours discount
Preventive maintenance
♦
♦
Unlimited on-site repair (travel and labor)
♦
♦
♦
♦
♦
Parts required for repairs
♦
♦
♦
♦
♦
Agilent service guarantee
♦
♦
♦
♦
♦
Hardware telephone support
♦
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♦
♦
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Remote Advisor reports
♦
♦
Discount when bundling OQ or RQ
♦
♦
Guaranteed pass for OQ
♦
♦
Software telephone support
Remote Advisor diagnostics
11
Web Connection
Agilent
Customer
Help the Customer
Provide self help
Provide SPOC
Ease of use
Relevant information about ACG
Organization
Web
Provide Help with a vested interest
Launch and promote the brand
Leads
Marketing
Sticker
Gadget
Serviced by Agilent
Unique System
Data/ID
Last Service Date
Next Service Date
………
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Product and Services Customer Web/PC Resources
Product Opportunities
Customer External Entry Points
Services Opportunities
Customer External Entry Points
•
• Agilent Services – link to Services offered by Agilent
Agilent Homepage – Link to Products,
services, Solutions, Technical Support , Training ,
and Online Store
http://agilent.com/home
•
Agilent Store – Quick Order portal- to obtain
product availability and pricing
http://www.chem.agilent.com/store/home.jsp?&_requesti
d=762007
•
Agilent eNewsletter
is designed to provide
in-depth articles with solutions serving LSCA
Industries
http://www.chem.agilent.com/enUS/newsletters/accessagilent/Pages/default.aspx
•
Spinsights –
Portal for NMR&MRI Community
https://spinsights.chem.agilent.com/community/login.jspa?refe
rer=%252Fcommunity%252Fservice
CSO Gadget
•
•
•
•
Support: Self help, remote, onsite
Consultancy: CES, MAPS
Services: SSD Contract, Project
Products:CSD
globally – link to local
http://www.chem.agilent.com/en-US/productsservices/Services/Pages/default.aspx
• Technical Support Portal – FAQ,
Hardware
Service Request, Contact to Labinformatics Support, Firmwar,
Manuals and Checklists
http://www.chem.agilent.com/en-US/TechnicalSupport/Pages/default.aspx
• Analytical Instrument Services
Portal- link to
Services offered by Agilent globally
http://www.chem.agilent.com/en-US/products-services/Services/AnalyticalInstrument-Services/Pages/default.aspx
• Customer Trainings and Events Portal - link
to education products offered by Agilent globally
http://www.chem.agilent.com/en-US/TrainingEvents/Pages/default.aspx
• Instrument Exchange and Service Center
Repair - link to remote and IE products offered by Agilent
globally
http://www.chem.agilent.com/en-US/productsservices/Services/Analytical-Instrument-Services/Agilent-AdvantageInstrument-Services/Pages/Instrument-Exchange-Listing_IC.aspx
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Our Support of Universities…..
Agilent CHROMacademy
CHROMacademy es una completa plataforma de aprendizaje en línea y resolución
de problemas que presenta un diseño intuitivo e incluye más de 3.000 páginas de
contenidos sobre HPLC, GC, preparación de muestras y técnicas afines.
• Webcasts mensuales que aumentarán su conocimiento de forma práctica y
cómoda sin moverse de su despacho
• Tutoriales multimedia y videotutoriales que mejorarán sus habilidades siguiendo
su propio ritmo
• Experimentos interactivos, simulaciones de laboratorio y herramientas que
mejorarán su productividad
• Aplicaciones, noticias y los artículos más destacados de los líderes mundiales
en ciencias analíticas
Cinco años de acceso GRATUITO
para todos los profesionales y
estudiantes universitarios en
www.chromacademy.com
• Módulos de resolución de problemas basados en la experiencia de laboratorio
del mundo real le ayudarán a resolver problemas comunes
• Acceso a más de 5000 artículos y notas de aplicaciones de LCGC
UNIVERSITY RESEARCH
• Además, CHROMacademy cuenta con un foro de discusiones interactivo en el que
los visitantes pueden obtener asistencia técnica y asistencia sobre las aplicaciones
por parte de otros usuarios, o aconsejar a los miembros que necesitan ayuda.
• ...y mucho más.
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Our Support of Universities…..
Agilent TOMORROW’S SCIENTISTS
Este programa pone a su disposición soluciones de instrumentos y soporte especial, así como
acceso a recursos muy útiles como herramientas de enseñanza y seminarios web gratuitos.
El programa Tomorrow’s Scientists le ofrece:
 Excelentes soluciones para ayudarle a impartir cursos de laboratorio de alta calidad y formar
a los estudiantes acerca de soluciones contrastadas en el sector en los siguientes campos:
• Investigación genómica
• Separación y detección
 Fabulosas posibilidades para proteger su inversión y trabajar con un bajo coste total de mantenimiento:
• Instrumentos de gama alta renovados
• Equipos usados y conjuntos de unidades de demo
 Acceso a las herramientas y la información más novedosas de Agilent:
• CHROMacademy
• Herramientas de enseñanza
• Seminarios web
• Un programa de actualización tecnológica
• Servicios y soporte
• Espectroscopia molecular y atómica
• Informática
• Seminarios conjuntos in situ
• Prácticas
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Agilent Quality Assurance...
Our Commitment to Quality
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Muchas Gracias