Helping a Diagnostic Lab Cut Client Response Time from 24 Hours to 2
Lab Metrics (BI-as-a-Service)
The Challenge
A diagnostic solutions provider was struggling to keep up with client requests. They had data spread across 6 different operational systems, which meant that when a client had a question, it could take up to 24 hours to track down the answer. This was frustrating for their clients and made it difficult for them to provide the level of service they wanted to.
They had no single view of their operations, which meant they were always reacting to problems instead of getting ahead of them. They needed a way to bring all their data together and get real-time insights into what was happening in their lab.
Pain Points
24-hour client response time
Data siloed across 6 different systems
No real-time visibility into lab operations
Inefficient client management process
Reactive, rather than proactive, problem-solving
How We Helped
We used our Lab Metrics (BI-as-a-Service) to integrate all their systems and create a unified dashboard that gave them a real-time, 360-degree view of their operations.
System Integration
We built custom integrations to pull data from all 6 of their operational systems into a single, centralized data warehouse.
Unified Operational Dashboard
We created a dashboard that visualized all their key operational metrics in one place, from sample turnaround times to client order status.
Automated Client Alerts
We set up automated alerts that would notify the team of potential issues before they became problems, allowing them to proactively reach out to clients.
Measurable Impact
The new unified dashboard completely transformed their ability to manage their operations and serve their clients.
Happier Clients
Reducing the client response time from 24 hours to just 2 hours made a huge difference in client satisfaction and retention.
Smoother Operations
With a real-time view of their entire workflow, the team could spot bottlenecks and solve problems before they impacted clients.
A Stronger Position
The ability to provide fast, proactive client service became a key differentiator for them in a competitive market.
Additional Key Outcomes
A single dashboard for all operational data
Real-time visibility into every stage of the lab process
Proactive issue detection and resolution
A significant improvement in client relationships
Strategic Value
This project was about more than just building a dashboard. It was about changing the way they work, from being reactive and siloed to being proactive and integrated. By giving them a single source of truth, we empowered them to provide a level of service that sets them apart from the competition.
Think We Could Help Your Lab?
If you're struggling with siloed data or slow response times, we'd be happy to chat. See how our Lab Metrics (BI-as-a-Service) can give you the real-time visibility you need to delight your clients.
Integrate all your operational systems
Get a 360-degree view of your lab
Proactively identify and solve issues
Provide faster, better client service