Singer Instruments makes instrumentation for laboratory research and was established in the UK in the 1930s.
The company sells to universities and research institutes around the world. The laboratory instrumentation they build includes specialised dissecting microscopes and robots.
The Secomea SiteManager software embedded option is used to support customers with diagnosis of issues and software updates. Singer is also considering introducing monitoring in the future.
Being able to provide remote support is very important for Singer as their customers are in 55 locations across the globe. While they are quite new to Secomea, as future products role out Singer intends to pre-install the embedded software.
Using Secomea means Singer can be more proactive with customer support and it has reduced the need for engineer call outs.
Ian Morgan, Service and Support Manager said, “We have customers in many different time zones and using Secomea allows us to diagnose problems while a customer sleeps. Being able to reduce, if not prevent downtime in this way really enhances our customer support.”