Personalised approach to our customers

Dedicated Account Manager

Our personalised customer service starts from the very first interaction. Following an initial enquiry, a dedicated account manager, with industry-specific expertise, will establish the commercial and technical requirements for the assay and/or reader to be developed. The account manager will arrange a series of meetings or conference calls, at convenient times, with our assay and reader specialists to formulate personalised plans and schedules.

During an assay and/or reader development project an account manager’s interaction with the client will include, but not be limited to, the following key activities:

• Completion of assay, or reader, specifications, mutually agreed between the client and ourselves
• Generation of phase-by-phase development plans in line with the agreed specifications
• Establishing necessary contractual agreements for assay/reader development and/or onward manufacture
• Regular updates on project deliverables in order for clients to manage budgets and plan market entry

Account managers will typically be the client’s first point of contact. However, the whole team is readily accessible and will be more than happy to respond to any matters that arise.

Regular progress updates

We understand that each of our clients enters into an assay development project with a keen focus on meeting goals, timescales and budgets. In order to accommodate this, our team will complete regular milestone reports, including any required quality and regulatory information.

All information will be coordinated and communicated regularly via an account manager in the first instance, with input from our assay development scientists and manufacturing specialists where required. Depending on client preference these updates can be carried out during face-to-face meetings, video conference (including screen share), phone or email.

Lateral flow device manufacturing customer service

Once an assay has progressed from technology-transfer through to manufacture. The key focus of the account manager will be on ensuring the client meets market demand for their product. So, in close communication with our clients we will address the following in order to meet timescales:

• Batch sizes and manufacturing forecasts to meet market launch and on-going requirements
• Explore and plan packaging and labelling solutions
• Establish a timetable for manufacturing deliverables
• Make quality control data available where required
• Seek client feedback throughout the process

Meeting shipping schedules

Our dedicated shipping and logistics team has a long-established relationship with recognised international couriers. As a result, it is this relationship that aids us in delivering products in a timely and appropriate manner.

With each shipment our team ensures the following:

• Each consignment includes the necessary paperwork for customs clearance
• Goods are appropriately packaged to ensure arrival in the best possible condition
• Internationally recognised shipping couriers are used to guarantee shipments are tracked and arrive on time

Visiting our facility and meeting the team

We invite all clients to visit our facility and welcome multiple visits. This enables clients to view first hand our GMP compliant and ISO 13485:2003 (including EN ISO 13485:2012) certified facilities and meet with the team involved in the project. Abingdon Health enjoys meeting clients, we believe face-to-face interactions create a successful and long-term working relationship.

The account manager and a member of our management team will personally show clients around our facility, giving clients the opportunity to view our state-of-the-art equipment, speak directly with assay development scientists and manufacturing specialists.

Customer feedback

It is important that our clients are 100% involved all the way through a project. At each milestone, we welcome feedback on assay progress and the service we provide. This collaborative approach ensures the project advances in an efficient and effective manner.

Start your journey with us

Our personalised and step by step approach, across all areas of development and manufacturing, means our clients can be certain of a professional and quality service every time.

For more information concerning our lateral flow device and reader services please contact us using the details below.