Thermo Fisher Scientific to use BMC AppSight for system optimisation

Thermo Fisher Scientific has chosen to use the BMC AppSight problem resolution system to improve customer support.

BMC Appsight will provide greater levels of support and optimisation for customers using Thermo’s Lims and chromatography data systems laboratory software solutions, it says.

The software will be used to record Lims and CDS activity in customer support environments as well as capture a log of user actions and determine the root cause of unexpected application behaviour.

Dave Champagne, vice president and general manager of informatics for Thermo Fisher, commented: "The use of BMC AppSight technology is a win/win for us and for our customers.

"It gives our development staff a competitive advantage as they work on next-generation solutions and it enables us to offer the best possible products and support for our customers."

He added that with BMC AppSight in place, customer resolution issues will be solved at greater speed and the overall quality of each product will be improved.

The news follows reports that Thermo Fisher Scientific has received an Omega NorthFace ScoreBoard Award for excellence in field-service customer satisfaction.

This marks the third consecutive win for the company and recognises its commitment to serving customers in the utilities and pharmaceutical industries.