Beyond Support: QuidelOrtho’s Journey to Intelligent Customer Care

QuidelOrtho develops and manufactures intelligent solutions that are transforming data into understanding and action for more people in more places every day, helping spot trends sooner, respond quicker and chart the course ahead with accuracy and confidence. Together, we are advancing diagnostics to power a healthier future for all.

Briefly describe the nominated organization: history and past performance (up to 1,250 characters):

The QO Customer Service Team has elevated the customer experience by building a unified service framework that seamlessly connects systems and delivers an intelligent, customer-centric ecosystem. By integrating CRM, service platforms, analytics and enterprise systems into a single, interoperable environment, the team enabled real-time visibility across the customer journey. This transformation allowed teams to anticipate needs, resolve issues proactively and deliver consistent, personalized support. Investing in additional tools such as Aquant Machine Learning and Analyzer Health Check guided engineers to faster, more accurate resolutions, while Power BI dashboards provided actionable insights. These innovations led to measurable improvements, [REDACTED FOR PUBLICATION] reliability improvements on our flagship analyzers and [REDACTED FOR PUBLICATION] remote resolution rate. The team has driven digital adoption and shifted the service model from reactive to predictive, reducing the number of service calls [REDACTED FOR PUBLICATION]. In addition to these efforts, the team evolved from a purely laptop-based workflow to a mobile interface for field service and FAS teams, ensuring technicians could access critical tools and insights on the go.

Outline the organization's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Our connected service infrastructure allowed teams to identify friction points, prioritize actions and deliver more personalized, proactive support. As part of the change management process for the company, we outlined key education and initiatives to prepare our teams to support customers using the new tools. [REDACTED FOR PUBLICATION] The ecosystem's ability to connect insights across functions and anticipate customer needs played a central role in QuidelOrtho earning three major awards in the 2025 IMV ServiceTrak Awards, along with top rankings for Overall Service and Training Performance, as well as the prestigious China Service Award. Another major achievement of the integration of all service data into a single platform was enabling visibility of telemetry, health check, and preventive maintenance alerts alongside dispatch reasons. This holistic approach, combined with reliability improvements, has had a measurable impact [REDACTED FOR PUBLICATION] for our flagship product.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

Our holistic view of the customer journey and commitment to operating as one team, focused on the QuidelOrthoCQ(TM) mission, drives our success. Exceptional experiences aren't just the responsibility of front-line teams - we're aligned company-wide. The QO Digital Transformation Team achieved an enterprise-wide integration of systems that traditionally operated in silos.

Instead of isolated upgrades, a digital ecosystem was built where platforms communicate seamlessly, providing a 360-degree customer view. This connected infrastructure enabled faster, more accurate service [REDACTED FOR PUBLICATION]. Aquant's machine learning now forecasts customer behavior and personalizes support, helping field engineers resolve issues efficiently, while OneERP harmonized backend operations to reduce friction and improve consistency. These capabilities shifted QuidelOrtho from reactive service to intelligent experience management, resulting in a 17-point Net Promoter Score increase and top rankings in service engineer and training performance. Beyond predictive service, Aquant's advanced search accesses 10,000+ technical documents in seconds, cutting troubleshooting time by 80% and empowering engineers to resolve complex issues faster.

Leadership leverages these insights to coach and upskill teams, ensuring continuous improvement and alignment with strategic goals.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

This nomination is supported by the official QuidelOrtho press release titled "QuidelOrtho Recognized with Three Awards in 2025 IMV ServiceTrak." The release outlines the awards earned as a direct result of the QO Digital Transformation Team's work, including Best Overall System Performance and Best Overall Service. It also highlights a 17-point increase in Net Promoter Score and top rankings in Manufacturer, Service Engineer, and Training Performance, based on feedback from over 1,800 clinical testing locations. These outcomes were driven by the team's ability to visualize and act on the full customer journey through a connected digital ecosystem. [REDACTED FOR PUBLICATION]