Company: Productivity Associates, Inc.
Company Description: For over 20 years, Productivity Associates, Inc. (PAI) has run a successful customer support outsourcing business in San Diego, CA. Two years ago they established a new vision to change the world, one awesome interaction at a time; and began its cultural journey to transform their organization and lead the industry in outstanding service. PAI has won premier awards for organizational dem
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Team of the Year

Nomination Title: Thermo Scientific Portable Analytical Instruments, Inc. - Team Customer Service Team of the Year Nomination

Tell the story about what this nominated team achieved since January 1 2011 year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Ahura Scientific was purchased in February 2010 by, Thermo Fisher Scientific (NYSE: TMO). The business unit is now known as Thermo Scientific Portable Analytical Instruments, Inc.

Since being acquired by Thermo Scientific, the Thermo Scientific Portable Analytical Instruments, Inc. received a perfect 100% Customer Allegiance Score (akin to Net Promoter Score – which asks the fundamental question, “On a scale of zero to ten, how likely are you to refer a friend or colleague?”).

Researchers say that anything over 15% Net Promoter Scores are typically above average, with only a select few stand-out organizations able to achieve greater than 50%.

Not only did the Thermo Scientific Portable Analytical Instruments, Inc. dramatically surpass all other departments’ Customer Allegiance Scores, but the relatively small Thermo Scientific Portable Analytical Instruments, Inc. department ($75 million of an $11.7 billion company) piqued the interest of many senior executives at Thermo Fisher Scientific. The senior executives wanted to know what Thermo Scientific Portable Analytical Instruments, Inc. was doing to receive the perfect scores and how Thermo Scientific might replicate Thermo Scientific Portable Analytical Instruments, Inc. “secret sauce” across other divisions.

So, how did Thermo Scientific Portable Analytical Instruments, Inc. get that 100% Customer Allegiance Score? And why should they be recognized as the Customer Service Team of the Year at the American Business Awards?

1. For years, Thermo Scientific Portable Analytical Instruments, Inc. has built an entire culture committed to providing outstanding customer service. For instance, the entire Customer Support team, as well as Ph.D.’s and other scientists are available for phone consultations and to support mission critical situations on a 24 x 7 x 365 basis.

2. Thermo Scientific Portable Analytical Instruments, Inc. invests in offering fantastic live 24 x 7 x 365 customer support that is highly responsive.

3. Thermo Scientific Portable Analytical Instruments, Inc. has worked closely with its trusted partner, Productivity Associates (PAI), to provide customized outsourced customer support services to meet Thermo Scientific Portable Analytical Instruments, Inc. evolving business needs. Most notably, the services provided by PAI are first level phone support, alerts, cloud-based technology, real-time reporting and tailored processes.

A description of Thermo Scientific Portable Analytical Instruments, Inc. entire product line and how their Reachback (customer support) program helped save lives in an emergency situation in San Diego, CA has been analyzed and published in a recent Detonator magazine article.

Upload a collection of supporting files and web addresses to our server to provide more background information to the judges. You may upload any number of attachments and URLs through the "Add Attachments, Videos, or Links to This Entry" link above. (Do NOT list your URLs below.)

Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:

James Westgate, Director of Customer Support, Service and Training, at Thermo Scientific Portable Analytical Instruments, Inc. championed the idea of total commitment to customer service from the day he joined the company. He recognized the need to enlist everyone from management and scientists to the right outsourcing contact center partner in order to provide over-the-top professional service that makes their products stand far apart from the competition. Talk about wagging the dog…since being acquired by Thermo Scientific,now the senior management of other divisions within Thermo Scientific are asking how they can replicate the Thermo Scientific Portable Analytical Instruments Customer Support Department’s incredible customer service success.