QIAGEN, a molecular biology company that aims to deliver solutions that go from “sample to insights” in DNA, RNA, and protein testing, uses SharinPix on top of Salesforce Field Service to run customer field visits and the documentation that needs to be filled in on-site. Since adding SharinPix to their implementation for filling out PDF forms while in the field, QIAGEN engineers have saved at least 30 minutes per client site visit.
QIAGEN is a German-founded, international molecular biology company that produces instrumentation, consumables, and workflows for DNA processing, identification, and research. Operating in the molecular diagnostics and life sciences industries, QIAGEN's typical customers are law enforcement agencies, hospitals, universities, and pharmaceutical companies.
Concretely, QIAGEN sells the equipment and materials its customers need to facilitate their research processes. As an example, in a police force, they will be taking a raw DNA sample and going through their own processes (think test tubes and centrifuges) to result in identification.
QIAGEN has produced materials since 1984, starting with consumable products like pipettes and sample spinning devices. As technology developed, they began to offer devices that handle complete workflows for their customers. Although headquartered in Germany, there are more than 30 QIAGEN operating sites worldwide, including North America and Asia.
QIAGEN and Salesforce:
QIAGEN started with Salesforce in 2014 and ultimately used it to replace an SAP mobile solution for its field service engineers in 2017. When building their Salesforce-powered solution, they needed to cover everything from customer contact in their technical department to field service dispatch for their service engineers.
The QIAGEN Challenge:
QIAGEN engineers conduct several kinds of field visits, namely installations, preventive maintenance, and repairs. Two of these types of visits, installations and preventative maintenance, require documentation that needs to be kept internally and sent to the customer.
The need to fill out these documents (three docs per visit with an installation and two per visit for a preventive maintenance appointment) during the visit and have them automatically uploaded and sent to the customer post-appointment became a pain point for QIAGEN.
So far, the engineers have manually uploaded the documents to the work order and sent them to each customer. The staff at QIAGEN tried the out-of-the-box solution with Salesforce Field Service but felt it needed something extra to make it more user-friendly for their engineers.
How can they provide the engineer with a document that they can complete while they are in the app without having to download it locally, edit it with an external app, save it as a modified file, and re-upload it to Field Service? The ideal solution will be to directly complete the documentation in one action, which will upload the result to the right place in a single click.
The SharinPix Solution:
In 2021, QIAGEN started working with SharinPix, building each of the documents needed for their key site visit types in the SharinPix mobile app, which can be accessed seamlessly from the already familiar Salesforce Field Service app.
Now, the QIAGEN field engineers can seamlessly access their documents via the SharinPix mobile application. There, they can fill in forms to enter data collected during their site visit and have it uploaded automatically to Salesforce.
The engineers can now also save the forms, close them out, and then return to edit them later. Once complete, they can simply press “upload” to save the documents onto the work order line item. Finally, when they close the work order, the form is sent to the customer directly with the field service report.
The Results
Since adopting SharinPix in 2021, the QIAGEN engineers have taken a massive step forward with their field documentation process. With the smooth and seamless document integration in Salesforce Field Service with SharinPix, they are now saving a massive amount of time on every customer visit.
The old workflow they had in place took 10-15 minutes longer for each document the engineers had to fill in. Now, with SharinPix, here’s a glimpse at the average engineer's total time savings per visit type:
- Installation visit (which requires three documents each time) - save 45 minutes to an hour. The average engineer has one installation visit per day.
- Preventative maintenance (which requires two documents each time) - saves 30 minutes of time per visit, but the engineers have two of these visits per day.
Note that QIAGEN has 300 engineers globally, so when added up over a week, this is a significant time saving for their field workforce.
Save Time on Data Collection in the Field like QIAGEN
Want to learn more about how SharinPix can help your business with professional form and document management, as well as photos and other visuals in Salesforce, as they help QIAGEN?
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