Enhancing Customer Satisfaction
Conducting Customer Satisfaction Surveys in Japan and Overseas
Sysmex conducts customer satisfaction surveys in a variety of countries and regions. We feed back the opinions and requests we receive to the appropriate divisions, so they can make use of this information in their routine business activities.
Sysmex America surveys all customers who purchase blood testing instruments, conducting satisfaction surveys each year. In fiscal 2017, 97% of customers responded that they were satisfied. Also, Sysmex ranked top among manufacturers of hematology analyzers in an IMV ServiceTrak survey (sponsored by IMV) of customer satisfaction for 17 consecutive years.
In fiscal 2017, Sysmex Shanghai conducted customer satisfaction surveys of approximately 2,300 hospitals all over China, receiving high marks in multiple categories, such as after-sales service quality and response speed.
We also conduct regular customer satisfaction surveys in the EMEA* and Asia Pacific regions.
* EMEA: Europe, the Middle East and Africa
Enhancing Service and Support
Responding to Inquiries Rapidly and Responsibly
In Japan, Sysmex Corporation maintains a Customer Support Center, where experienced staff members with expert knowledge cater to customers 24 hours a day, 365 days a year (separate agreement required). By creating a database containing maintenance histories and the details of past inquiries from customers to ensure quick reference, the center responds to inquiries and requests both quickly and carefully.
Requests and other comments received through the support center and other means is gathered by the Voice of Customer (VOC) Group. After analyzing this information from various angles, it is provided as feedback to related divisions so it can be utilized in new product development and operational improvements. In fiscal 2017, we gathered some 18,000 customer comments in the Japanese market. We have received a positive response to instruments with new functions and instruments that we have added as a result of customer input, which are indicated by the VOC mark we use in our product catalog.
To provide customers with even better service, in fiscal 2017 Sysmex Spain strengthened its customer service center functions. Several times each year, its employees visit customer companies to hear requests directly. By engaging in dialogue in this manner, the company is working to build better relationships.
Inquiries to Customer Support Center
Responding to inquiries at the Customer Support Center
Utilizing Networks to Provide Customer Support
Customer Support Center
At hospitals and other healthcare institutions, instrument and reagent precision is controlled to maintain consistent testing data reliability. In most cases, the condition of instruments and reagents is checked by comparing the measurement results of materials known as “control substances” with reference values and results on a daily basis. Sysmex supports customersʼ quality control by providing control substances in various fields.
Customer instruments are connected to the Customer Support Center via our online Sysmex Network Communication Systems (SNCS). Measured values of control substances sent via the SNCS from customer instruments are received by the Customer Support Center, which tallies and compares these values with its other data results on the same instruments, detects signs of abnormalities and returns the analysis results to the customer. SNCS employs a remote service that enables communication with customers. With this system, we can share data processing screens and use Web cameras to confirm the status of instruments.
This service also helps to prevent trouble by using information from the sensors placed on various section of instruments, such as the number of operations, maintenance periods, and log and temperature information.
Disseminating Information That Is Useful for Customers
“Support Information” site
As part of our customer support activities, we disseminate information on the “Support Information” section of our website.
Up-to-date information is sent out using an e-mail magazine distribution service. We also offer a “personal page” function for managing content and viewing histories. In these ways, we are consistently enhancing functionality to facilitate customer use.
Utilizing ISO to Increase the Quality of Clinical Testing
Recently, the field of clinical testing has met with strong demand for improvement in the quality of test results, and awareness of international standards is increasing around the world. One such standard is ISO 15189 (Medical laboratories - Requirements for quality and competence). The number of clinical laboratories that have obtained this certification is increasing, with the certification having become obligatory in some countries.
Sysmex has received certification under the ISO/IEC 17025 international standard for clinical testing calibration institutions and the ISO 15195 standard, verifying that Sysmex meets the international standards for the quality of the calibration service it provides on its automated hematology analyzers. We are the first company in Japan to receive the accreditation in the field.
A calibration certificate that Sysmex issues is accepted as a globally recognized document that ISO 15189 requires to ensure traceability and traceable calibration. As of March 31, 2018, Sysmex had issued such certificates on more than 3,690 instruments.
Furthermore, SNCS/eQAPi1, an external quality assessment service Sysmex provides, is the first in Japan in any industry to receive certification under ISO/IEC 170432 (Conformity assessment—General requirements for proficiency testing).
1 Sysmex Network Communication Systems (SNCS) is a service that uses a network to provide quality assurance on diagnostic instruments, monitor failure and offer maintenance support. eQAPi is an external quality assurance service that covers multiple instruments and reagent manufacturers.
2 International standard on conformity assessment - general requirements for proficiency testing.
Sysmex holds seminars targeting healthcare professionals in Japan and other Asian countries to provide them with most up-to-date medical information. We also work with various countriesʼ ministries of health, other national institutions and major academic societies on scientific activities aimed at helping to increase the level of healthcare.
Holding Scientific Seminars for Clinical Professionals
40th Sysmex Scientific Seminar (Japan)
Sysmex hosts scientific seminars and study sessions in various regions for doctors, clinical technologists and other healthcare professionals working on the front lines.
We began offering scientific seminars in 1978 to provide the most recent information in the field of clinical testing and share that knowledge. June 2017 marked the 40th year of such seminars. The theme of the fiscal 2017 seminar was “Further Leaps Forward in Hematologic Disease Medicine: the Forefront and Future Prospects.” The seminar took place at 15 venues in Japan and, for the first time, was transmitted to three overseas locations (Mongolia, South Korea and Indonesia). A record 1,855 people attended the seminar. This figure brought the cumulative number of participants above 40,000.
Through initiatives such as this, we build trust-based relationships with numerous healthcare professionals. At the same time, the accumulated medical knowledge helps to raise the quality of healthcare.
Principal Scientific Seminars Held for Healthcare Professionals
Overseas Case Study (Asia Pacific): Conducting Support Activities to Raise the Quality of Clinical Testing
Sysmex is working with governments and academic societies in Asiaʼs emerging markets and developing countries to support the standardization of through external quality control program. In fiscal 2017, we provided external quality control in Mongolia, Thailand, the Philippines and Cambodia. We also signed an agreement related to scientific support in Myanmar. Through these efforts, we are working to raise the quality of clinical testing in various countries.
- Responsible Provision of Products and Services
- Securing of Product
Quality and Safety
- Appropriate Disclosure of
Products and Services
- Assessment and Management
of the Supply Chain
- Customer Relations
- Stable Supply