Instrument ManagerTM
Achieve your lab’s full potential with the industry’s most-used middleware platform for unrestricted connectivity, unlimited scalability, and centralized workflow management.
Customer Success Management
From onboarding to optimization, our Customer Success Managers are here to guide your lab to high-achieving performance.
OVerview
Partnering for Lab Success
Our Customer Success Managers (CSMs) are committed to supporting your laboratory’s success. Through strategic collaboration and proactive communication, we guide your team from onboarding and goal definition to KPI monitoring and performance improvement.
Your CSM delivers a range of benefits designed to optimize your lab’s performance. You’ll receive a tailored success plan that addresses your specific challenges and goals, with ongoing business reviews to keep you on track.
Features
Unlocking Success: What Your CSM Delivers
Single Point-of-Contact
Your lab’s CSM is your dedicated point-of-contact, streamlining requests and handling back-end logistics so your team can focus on core tasks. The CSM manages escalations, coordinates additional products or services, and ensures your success plans are met efficiently.
Lab-Specific Success Plan
Every lab served by a CSM receives a customized plan for success, identifying key challenges and goals. Regular business review meetings ensure that solutions remain on track.
Annual System Health Check
As part of your CSM services, your lab will receive a comprehensive annual system maintenance review. In addition, your CSM will provide expert consultation on DI technical services that can further streamline operations and optimize performance while reducing your staff’s workload.
Educational Support
Your CSM will coordinate site-specific training to support your team’s professional growth. They will also make you aware of potential upgrades and educate you on additional opportunities that can enhance your operational success.
Hear from Our Clients
“The DI CSM team was so helpful in investigating priority tickets, finding patterns with ALL our labs, and coming back with a solution that benefited our whole operation.”
Lab Manager | Government Health System
SERVICES
Enterprise Sustainment Services
Services listed on this page are examples of services your CSM can arrange for your lab.*
IM Configurations
General Instrument Manager (IM) configuration modifications to Clusters, User Security, Purge, Backup, Archiving, Specimen Storage & Retrieval, Specimen Routing, and Maintenance Manager
AV Workflow Assistance
Autoverfication (AV) workflow maintenance after project go-live. Assistance during routine modifications of instrument-specific AV workflows delivered by DI.
Rules Assistance
Assistance with issues found during periodic rule re-evaluation testing utilizing original test script and validation plan.
IM Quality & Analytics Adjustments
Necessary adjustments to existing Moving Averages/Moving Medians; CAP’s eLAB Solutions or other third-party QC program; and Laboratory Intelligence configurations.
Annual Health Check
One annual Health Check to review opportunities to optimize IM system performance and AV workflows.
Instrument Manager Upgrade
Assistance with one IM upgrade every year or every two years (depending on level of subscription).
*Some services may come at an additional cost.
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