With such a wide range of product offerings how does MilliporeSigma help clients choose the right products for their needs?
Our approach is not to be just another vendor. Really, the goal is to partner with customers to find the best solution to meet their needs. Our in-depth product application and regulatory knowledge allows us to act as consultants. In this way, we work directly with our customers to learn about their needs before recommending a product to make sure it will solve their problem and it’ll be something they’ll use for many years.
This same approach carries all the way back in product development where we work with our customers when developing prototypes to assure that their voice is heard and we put in the market a product that they’ll really benefit from. Customer feedback is key during this stage, as it is one of our core values to develop innovative products.
Equipment installation and implementation can be a huge task for many pharma/ biopharma companies. What services does MilliporeSigma offer to make this process as smooth as possible?
At MilliporeSigma, we understand the Pharma Industry extremely well and the regulatory requirements they must adhere to. We offer an array of services to support customers from pre-sale to postsale and throughout an equipment lifespan with services such as sample feasibility studies, equipment validation IQ/OQ, Method Development, PQ consulting and equipment maintenance and repair.
Additionally, we provide in depth training on running assays and equipment operation as well as BEST™ QC Microbiology Training that covers regulatory compliance and best practices.
The goal here is to make implementation of our products as efficient as possible and keep equipment going without or little disruption until it’s time for an upgrade. The way we see it is, if our customers are successful, then we are successful.
The pharmaceutical industry is becoming more global in nature. How does MilliporeSigma help its clients meet the increasingly varied and stringent regulations founds throughout the world?
MilliporeSigma is a truly global company serving customers in 88 countries, across 6 continents. All of our products are carefully developed to meet the regulatory requirements of every country where our products are sold.
Product education and “hands-on” evaluation of products is an important part of the buying process for pharmaceutical companies. What does MilliporeSigma offer in terms of presales support, sample education and on-site product demonstrations?
We have teams of Applications Scientists located in North and Latin America, Europe and Asia whose job is to perform Feasibility studies on customer samples. With this support, customers can send in their samples and we’ll test it to assure compatibility with our technology prior to equipment purchase.
Additionally, we offer the option for Method Development to find the optimum sample testing procedure that is both time and cost effective to customers.
We also offer in house or on-site product evaluations, where we spend a couple days with customers running their samples to give them an opportunity to learn about the instrument with hands on exposure.
Product support after the sale is an important of the buying process. What services does MilliporeSigma offer to customers to provide them added value post-sale?
At MilliporeSigma we understand that equipment post-sale support and maintenance is a critical component of the purchase and is expected by the regulatory agencies. We are equipped with the capability to support every stage of an instrument lifespan. We have a team of validation engineers to execute IQ/OQ and training upon purchase, plus a state of the art repair center for in house or on-site equipment repair and maintenance. Dedicated technical service and customer service to address customer questions over the phone.
Can you describe MilliporeSigma’s BEST™ program? What does it offer your customers?
BEST is an acronym that stands for Bioburden, Endotoxin and Sterility Training. It’s a 3 day QC Microbiology Training that we have been running for several years now in partnership with Associates of Cape Cod. It’s offered at major locations throughout the country several times per year and covers pretty much everything one needs to know in regards to performing these critical QC tests. It’s ideal for someone looking to deepen their knowledge on the test principles, regulatory requirement and hands on.
Looking to the future, are there any additional programs MilliporeSigma is looking to roll out to provide even better support for their customers?
We have just launched the On-Site BEST™ QC Microbiology Training program, brand new in 2016. This is a perfect option for customer to take advantage of the BEST™ offering in their own facilities. This is a very time and cost effective way for customers to train their entire team on Bioburden, Endotoxin and Sterility principles and regulatory requirements, and the modules can be customized for their specific needs.
For more information on our BEST Training programs please go to www.emdmillipore.com/bestqctraining or call our technical service department at 1-800-645-5476