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Case Studies

Vietnam IVD Aftersales Service Assessment

The client is a leading global player in in-vitro diagnostics - across product segments, ranging from clinical chemistry to hematology to immunoassay to molecular.

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Issue

The client wanted a clear understanding of the post-sales service & support landscape in Vietnam. The client needed an understanding of laboratory expectations regarding the full spectrum of post-sales service and support, beginning at installation and follow through to equipment maintenance. This insight needed to be segmented at the customer segment level - district, provincial, central-level, and private hospitals - as well as at the regional level - main cities and provinces. Furthermore, the client needed a clear benchmarking of its performance relative to key competitors.


Approach

Solidiance conducted extensive primary research with laboratory managers and technicians, as well as hospital management across Vietnam's laboratory landscape.


Solution

Solidiance provided the client with a detailed, granular view of post-sales service & support perception and expectations, prioritized by key gaps in the market as well as key purchasing drivers.


Engagement ROI

Solidiance's work allowed the client to refine its post-sales service & support strategy at a product, customer segment, and regional level. Solidiance's prioritization of the findings gave the client the information it needed to understand which insight was most urgent to address.