Global Laboratory Diagnostics Solutions Provider

Successfully reduced response times and enabled better collaboration among customer service agents, administrators, and field support engineers

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Medical Device

SAP® Solutions

SAP Service Cloud

Project Description

SAP Service Cloud implementation accomplished within just 12 weeks, in addition to the development of multiple custom fields. As the brand is regulated by the FDA, the implementation was more advanced than usual.

The brand is now able to track customer complaints, track service calls, the new trending reports, and evaluate data from their service engineers in real time.

Bringing Easy-To-Use Flexible Solutions to the Market

As a leading provider of medical diagnostics solutions, this brand is popular in niche markets and has earned the trust of customers through its know how and innovation. With the aim of bringing valuable diagnostics to laboratories that are closer to patients, this brand has been easily filling the void left behind by the behemoths in the Diagnostics industry.

Setting the Ball Rolling for Boosting Performance and Enhancing Reliability

The medical diagnostics solutions provider doesn’t just bring highly effective tests to diagnose infections, they ensure superior features in the developed tests to guarantee optimal results as part of their commitment to continued innovation to boost patient care. The brand wanted to migrate from a legacy CRM to a more robust CRM solution, which could provide more data storage capacity and sought a way to bring about seamless communication and more comprehensive user access management capabilities.

Perfecting the Art of Reducing Response Times and Enabling Better Collaboration

The medical diagnostics solutions provider signed up with Knack Systems to implement SAP Service Cloud for their two business units within a period of just 12 weeks to enable multiple users and develop custom fields as needed.

As a brand that has always valued direct access to their end-users, the medical diagnostics solutions provider’s association with Knack Systems helped them successfully reduce the response time, enable better collaboration among their inside customer service agents, administrators, and field support engineers, and helped the organization run their business more systematically through work flow management.

The newly implemented solution provided the brand's field representatives with the ability to view all customer information, latest ticket updates, and internal collaboration feeds with online and offline mobile capabilities. They are also now able to to eliminate duplicate ticket creation and multiple data entry needs, thanks to the email integration enabled by Knack Systems.

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