Ortho Clinical Diagnostics Recognized by Stevie Awards for Exceptional Customer Service 5 Years in a Row

Ortho Clinical Diagnostics, one of the world’s largest pure-play IVD companies, continues to be recognized for its exceptional customer service. Today the company announced it was recognized with a global Silver Stevie® award from the 15th annual Stevie® Awards for Sales & Customer Service in the Customer Service Department of the Year—Healthcare, Pharmaceuticals, and Related Industries category. 

Ortho Clinical Diagnostics is powered by Ortho Care™, a global, award-winning, holistic service and support program designed to empower laboratorians to take full advantage of Ortho’s solutions and consistently deliver the highest quality care.  

Ortho Care supports customers with best-in-class technical support, customer service, award-winning field support, the latest in remote diagnostics, and online business management capabilities though Ortho Plus. The Ortho Care support model was never more critical than over the past year, as the COVID-19 pandemic challenged laboratories across the world. 

The Ortho Care team worked to implement solutions when access to labs was limited due to stringent travel restrictions. Below are a few examples of how the Ortho Care teams delivered consistent and uninterrupted support even through the COVID-19 pandemic:

• Best-in-class technical support team leveraged e-connectivity to peer deep inside of analyzers and resolve over 2 out of 3 inquiries over the phone, eliminating the need for an on-site service visit 
• A new analyzer training model was developed and implemented giving flexibility to over 900 customers who completed their required training without leaving the lab. 
• Award-winning field service leveraged Smart Service, remote diagnostics, to resolve 89% of issues the same day further reducing the need for on-site visits and greatly reducing delays in testing 

“Our customers trust us to help them care for their patients, and because of this enormous responsibility, customer excellence is the foundation of our culture,” said Karen Taylor, head of global commercial enablement, Ortho Clinical Diagnostics. “The Ortho Care teams quickly developed new ways to support customers through the pandemic, ensuring our customers were able to deliver fast, accurate results. This level of service and support is the primary reason why we maintain a customer retention rate of 99% and top ranking for analyzer performance and reliability.” 

Ortho Care has received multiple International Stevie Awards for customer service, and recognition for customer service in countries around the world. In 2020, IMV ServiceTrak™ ranked Ortho Care No. 1 in the U.S. for overall service for a fifth straight year. 

“In the toughest working environment in memory for most organizations, 2021 Stevie Award winners still found ways to innovate, grow sales, please their customers, and secure new business,” said Stevie Awards president Maggie Gallagher.  “The judges have recognized and rewarded this, and we join them in applauding this year's winners for their continued success.”

Ortho Care’s comprehensive customer service offering includes:

• Highly responsive team of experts available 24/7/365
• Flexible training programs and robust educational resources available in multiple languages
• e-Connectivity™ technology to remotely monitor instruments in real-time to ensure they are running efficiently at optimal performance
• Smart Service, Ortho’s innovative mobile app, assures a data-driven, proactive review is part of every customer service visit and ensures maximum uptime 
• ValuMetrix® Consulting, which advises customers on lean process engineering and reimagines the lab as a more efficient value driver for the hospital 
• The Voice of Customer program, which takes action on customer feedback and supports an environment of continuous improvement

More than 2,300 nominations from organizations of all sizes and in virtually every industry from 51 nations were considered in this year’s competition. Winners were determined by the average scores of more than 160 professionals worldwide on nine specialized judging committees. 

To learn more about Ortho’s award-winning customer support, click here. 

About the Stevie Awards

The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals.  The Stevie Awards organizes eight of the world’s leading business awards programs, also including the prestigious American Business Awards® and International Business Awards®. 

Winners will be recognized during a virtual awards ceremony on April 14.