resources
The challenge of change for informatics software
Long-established vendors of informatics software face challenges in keeping up to date with technology, but Gloria Metrick discovers that customer needs are driving renewal
S
oſtware vendors in the informatics industry have been around for quite a long time, and are selling and implementing soſtware that has been
around for many years. Today, when soſtware in the consumer electronics sector is outdated almost as soon as it comes on the market, how do these companies not only survive but flourish in the face of constant change? Puneet Goel, director of product management
and marketing at LVS (LabVantage Solutions), which has more than 30 years in business and close to 12 years supporting its current product offering, made the key point that LVS soſtware is a living product: it is mature, not ‘aging’. According to Kim Charles, the company’s marketing manager, its focus remains on its single product, and that focus is essential for keeping that product relevant, current, and tailored to meet customers’ needs. Autoscribe began as a reseller of the Matrix LIMS, a product introduced in 1988. Ten, in 1993 Autoscribe purchased Matrix LIMS and has continued to update the system to its current Matrix Gemini version. John Boother, managing director, does not see Matrix as ‘aging’ either, because the product has been rewritten and revised. Termo Fisher Scientific is our third example.
Matt Grulke, director of marketing and product management, also does not warm to the term ‘aging’ to describe his company’s soſtware. With well-established products, extensive features, and brand recognition, Matt agrees that it is a challenge to be current and meet customers’ changing needs. He also points out that their soſtware has been rewritten. None of these vendors’ products is the same
as when they first came on the market. In fact, they do not even look the same as they did years ago. However, rewrites are neither the only nor even the key element to managing the effort of remaining current. Rewrites are only ways to make delivery.
Customer needs Te three companies interviewed for this article appear to spend inordinate amounts of time on customer research. Puneet Goel at LVS points out that, their
54 SCIENTIFIC COMPUTING WORLD
product management process is designed to keep track of market needs and changes in the business climate. Tey gather external feedback but they also look internally, to obtain information from the people who routinely deal with the customers’ needs, such as sales and implementation personnel. Tey also attend industry events and trade shows. Tey ask their customers how they measure success, and have a customer advisory board and a customer user group. Tey also talk to people in the industry other than customers to understand what areas are important. LVS maintains that, because it is a small company, it is relatively simple for any LVS employee to talk to anyone who might need information, whether internally or externally, so LVS personnel can speak directly with customers. Tis capability keeps all LVS people closer to the company’s customers. Autoscribe’s John Boother also speaks a lot
about customers. He places much value on Autoscribe’s annual customer survey. However, Boother says, the communication cannot be just one-way. When Autoscribe last upgraded its
THE FOCUS
COMES BACK TO THE CUSTOMER
soſtware, it made certain to keep users informed of how the new features would, and would not, affect them Te idea was to ensure that users would keep features they had currently, but could use the new features in the upgrade if they so desired. Also, as it is also a small company, at Autoscribe it is still fairly easy for anyone to contact anyone else with specific questions about an implementation. Termo Fisher Scientific is by no means a
small company. But it has the same concerns about the customer experience as its smaller competitors. As Trish Meek, director of product strategy for informatics, noted the informatics industry is relatively small. Tus, regardless of the soſtware vendor’s size, customer retention is an important issue. With regard to upgrades, Meek mentions that it is also concerned with good transitions; to shoulder the burden of that transition so the customer does not have to. With so many tools available for use with
their products, Meek points out the necessity of continuing to support existing customers and the business processes that they have modelled in older tools, while concurrently developing new ideas and new tools. In other words, while Termo Fisher Scientific is committed to developing new and better ways to implement its systems, it also wants to ensure that customers are not forced to abandon their older solutions until and unless those customers are ready to do so.
The role of technology Generally, issues such as being web-enabled and current with the latest versions of Oracle and SQL Server are important. Past that, however, many details change: browser abilities have changed; and the fact that tablets and other devices are now used extensively increases the burden of checking product usability. With so much technology involved, delivery
paths must be well-controlled. Autoscribe keeps up with technology by providing product releases every three months. Because controlling variations is important along with quick delivery, LVS uses the Agile methodology for development, and plans three-week iterations to adjust the soſtware and keep its releases on schedule. Termo Fisher Scientific spoke about the importance of creating a good track record in upgrades, and Trish Meek insists that you do not want to surprise customers. At all times, however, the major focus comes
back to the customer. Merely keeping products current offers some benefit, but if customers do not agree that those benefits are worthwhile, those customers will not upgrade. Tey might even jump to an entirely different product. Each soſtware vendor still has to give customers reasons to upgrade and stay with the product. Tey have to keep track of the business reasons behind all the changes to justify to customers that the upgrades are worth making. l
Gloria Metrick is the owner of GeoMetrick Enterprises (
www.geometrick.com), specialising in the implementation of Thermo Scientific SampleManager and the LabWare LIMS/ELN products. GeoMetrick Enterprises is the home of Out on a LIMS: The Newsletter and Blog For People Who Risk Life and LIMS on a Daily Basis.
@scwmagazine l
www.scientific-computing.com
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56