Our Commitment to Customer Service
We believe in listening to, and working closely with our customers to understand your needs, and delivering tailor-made solutions to help you achieve your goals. We are committed to providing analytical testing and support services that are supported by the highest level of scientific testing and expertise, fast turn-around-times and competitive pricing.
Our customer service programme ensures you are kept fully informed of each critical step of your sample's progress through our laboratory.
One point of contact
We appreciate how important it is for you to have one point of contact for all your day-to-day enquiries. That's why we partner each customer with a dedicated and experienced Analytical Service Manager (ASM), who is available to answer all your technical, pricing, ordering, sample and reporting questions.
Real-time visibility and sample tracking with our on-line portal
Our on-line customer portal, Eurofins Online Service Manager (ESM) offers real-time access to your test results 24/7, and the flexibility to self-register your samples, check on your results and order consumables.
ESM features include:
- Registration of samples
- Reviewing results as they become available
- Expected date of results
- Exporting of results
- Ordering of consumables (together with price per consumable)
- Printing of final reports
- Requests for interim reports
Pre-registration and consumables ordering
You can pre-register samples prior to them arriving at the laboratory. This speeds up the sample submission process and reduces turnaround time on results. Final results can be viewed, downloaded into Excel or printed off, as required.
Consumables can also be ordered directly online via ESM.
Sampling
We provide you with colour-coded bottles to make sampling easier. Each bottle corresponds to a particular preservative type and ensures the parameters under examination remain as constant as possible.
Sampler training
We can provide staff and sampler training for specific programs including food hygiene and/or food handling, on an agreed-cost basis.
Reporting
Our Laboratory Information Management System (LIMS) offers several reporting styles to help meet the various needs of our customers. We deliver our hardcopy reports by emailed pdf, and/or by post.
We provide the following reports:
- Final reports
- Interim reports
- Out of spec notifications
- Urgent pathogen notifications
- CSV file of results
Previous reports and invoices can be found easily, and each batch of samples will have paperwork scanned and attached for full traceability.
Smart data management
We operate a flexible database that allows simple exporting of data into a wide range of formats, including an Excel-based spreadsheet formatted to your database needs.
We also provide electronic data files for direct download into other client databases, including DWO (Drinking Water Online). Once again, this process is automatic and involves no manual manipulation.
Powerful graphing features
Graphs can be prepared for any time-frame and by sample location and test. If test limits have been setup, then these will show as different colours making it easy to find non-compliant results.
Invoices
Our laboratory and financial databases are integrated to ensure that only the tests we perform are invoiced. Your invoice will show the sample description, tests performed and order number (if provided), to ensure complete traceability of your costs.
They can also be reproduced in any official language.
