product is reaching the end of its life, Sugar became a customer of LabWare: near a good course, ostensibly in order to
the customers want to know how we are ‘British Sugar had a system supplied help his customers relax.
going to hold their hand and lead them to by another LIMS vendor. The vendor Mirroring Thermo Fisher’s meetings
something new.’ had recently acquired a couple of other closely, LabWare’s meetings also
As mentioned, a LIMS system LIMS vendors, and had brought out a encourage inter-customer networking;
represents a significant and long-term new web-based system. Effectively, at the delegates from British Sugar described
investment for a modern laboratory. this point, the choice was fairly stark for the development of the user group into a
The software is typically purchased on British Sugar, which is quite a prestigious community as ‘one of the most profoundly
a perpetual licence basis, bought and company; there was no upgrade strategy appreciated’ aspects of LabWare’s CEC.
s guide 2010
installed at a one-off price, but requiring offered – the new solution was based on a ‘You get to meet the LabWare people,
subsequent maintenance payments of completely different architecture. Even at consultants and not to forget, all of you
tic
15 to 20 per cent of that price annually. that point in time, British Sugar were told [other delegates], like us, dealing with
Aside from the cost of the software, the “if you want this new product, then you the day-to-day running of a system. It is
data stored within it may be very valuable, have to buy the licences again,”’ he says. interesting to note that, although we all
and may need to be accessible for a long British Sugar proceeded to switch their have the same software, there are huge
period of time. For a LIMS vendor, a existing system to LabWare LIMS, and variations out there. This [variation]
single customer relationship may last 20 to attend a LabWare customer education creates a massive wealth of available
years or perhaps even longer. conference (CEC – the name of LabWares information all concentrated within a
For a LIMS vendor, ensuring that user group meetings) in Heidelberg just small space – the user group.’
customers stay loyal to their LIMS means four weeks after having purchased the While it’s true that users attend
tory informa
a
ensuring that they are using their systems system, to learn how to use their new meetings in order to find better ways of
effectively. Shah, of Thermo Fisher, product effectively. using their LIMS systems, the advice they
states that ‘over time, most customers
end up using only 10 to 30 per cent
‘ M o S T c u S T o M e r S e n d u p u S I n g
abor
l
of the features of their software. This
observation applies almost universally,
onLy 10 To 30 per cenT of The
whatever type of software it is,’ he says.
feaTureS of TheIr SofTWare’
‘A user group meeting like this is a great
place to come and check in with other After spending a year with the LabWare need does not necessarily come from the
users, and not only with users from within system, two delegates from British Sugar LIMS vendor, or even from a seminar.
your own industry; often a user in a attended a second CEC, and found the ‘One of the most impressive things for
different industry will be doing something event ‘extremely useful’. ‘We came away myself is that when I attend a user group I
interesting with the software that would with piles of information and many new always go along with a host of questions,
work in your own industry’. ideas for future development directions,’ ideas, desires and “how-do-you-do-thats”,
Given the complexity of some the delegate said. ‘I still came away and I come away with the answers to them
installations, switching from one LIMS thinking what a way we have to go, but all and more. The answers come from
to another is not a trivial matter. John this time from all of the new ideas and everybody; someone there will know the
Gabathuler, director for the industrial and developments we have seen and touched answer to the question, so it’s just a matter
environmental sector at LIMS vendor upon during the group.’ of asking,’ says the delegate from British
LabWare, believes that customers will Sugar. ‘If you are looking to improve and
switch if they feel left behind by their Taking time to relax enhance your system, where better than
vendor: ‘In the LIMS market, the main In addition to picking up technical tips a community of like-minded people all
reasons for users to change systems are, and tricks that will help customers to focused on delivering a common aim?’
firstly, because they have no idea how to use their LIMS more effectively, user
modify the software – they can’t change group meetings are also about networking Two way communication
[or customise] it, so they get stuck,’ he among customers. Thermo Fisher spreads While teaching their users to get the most
says. ‘Or secondly, the customers can’t its meetings over four days, which is a out of their investment into a LIMS is an
take advantage of new features, new fairly typical duration. ‘We leave a little important reason for the vendors to host
technology, or new requirements – they space to relax,’ says Shah. ‘Whether we the meetings, customer feedback is just as
can’t upgrade. A vendor comes along say it officially or not, we really want these vital. Shah of Thermo Fisher hopes that
and says “here is the next version of meetings to include some “down time” for if a customer is having problems with
the LIMS”, but they say “great, I can’t these wonderful customers who have been their LIMS, they would usually discuss it
take advantage of that”. For LabWare, working hard all year, stuck in their labs. with the vendor through the year, prior
the meetings are about maintaining Also, as you know, the conversations can to the meetings. None the less, Shah says
continuous discussions with customers.’ be a little bit more unstructured when our that it is still very useful for the customer
To illustrate his point, Gabathuler customers are relaxed.’ Being a keen golfer to participate in ‘group therapy’ at the
describes the way in which British himself, Shah tends to organise meetings events. ‘Customers might say to each
9
LIG10 pp08-11 LIMS Users.indd 9 18/11/09 17:35:18
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