IDEXX SmartService Solutions

The new standard of customer service and support

 

IDEXX SmartService™ Solutions is the highest level of customer service and support in the veterinary industry.

 

Our expert customer support staff can remotely access select IDEXX VetLab® instruments so you can spend less time on the phone and more time with your patients.

 

View the IDEXX SmartService Solutions Overview video.
SmartService Solutions
 
Get Connected

It’s easy to be an IDEXX SmartService™ Solutions customer.

Call 1300 44 33 99 today to order your activation kit and start enjoying the benefits of our highest level of customer support.

IDEXX SmartService™ Solutions: proactive service and support

 

Automated instrument software updates

  • Ensure you’re taking advantage of the most advanced features and capabilities.
  • Get updates now on select IDEXX VetLab® instruments.*

 

Timesaving assistance with instrument events and maintenance

  • Minimise phone time with customer support.
  • Increase instrument uptime with faster issue resolution.

 

In Clinic Consultation Reporting

  • Monitor equipment usage, diagnostic utilisation and protocol-tracking.
  • Help determine best practices and standards of care with access to regional and demographic diagnostic information.

 

 

In Clinic Consultation Report Features

 

Monitor utilisation and diagnostic profiles for greater efficiency

 

 

Which patients are you testing in-house?

 

 

Trend and track your utilisation to get the most from your investment

 

ICC Report Trending - See More

In depth review of your analyser utilisation

View weekly, monthly and quarterly utilisation to accurately measure the return on your in house analyser investment.

 

 

 

*
Software upgrades currently apply to the Catalyst Dx® Chemistry Analyser and the SNAPshot Dx® Analyser.

How IDEXX SmartService™ Solutions works

 

Internet-based customer service and support

  • As long as your IDEXX VetLab® Station is turned on and connected to the Internet, we’re here to help.
  • Your IDEXX SmartService connection is protected with the same industry-standard security features used by medical, financial and governmental organisations.

 

What you need

An IDEXX VetLab Station Laboratory Information Management System with:

  • A high-speed Internet connection
  • An IDEXX SmartService activation kit and IDEXX-supplied router

 

Your in-house laboratory requires Internet access before we can install and activate IDEXX SmartService. We can make the setup easier for you.

 

If you would like this service, call us today at 1300 4 IDEXX (1300 44 33 99) to get started. We’ll coordinate your installation with the IDEXX Technical Support Team and ensure you start getting the benefits of IDEXX SmartService Solutions as soon as possible.

 
Videos
SmartService Overview Overview

Improve practice productivity and profitability. 
(1:00)

 
SmartService Demonstration Demonstration

See how IDEXX SmartService works.
(2:40)

 
Get Started: Put IDEXX SmartService to work in your practice today. Get Started

Put IDEXX SmartService to work in your practice today.
(0:30)

 
SmartService: Get the who, what, when and where of IDEXX SmartService. All Videos Together

Get the who, what, when and where of IDEXX SmartService.
(4:10)

 

Frequently asked questions about IDEXX SmartService Solutions

 

What is IDEXX SmartService Solutions?

IDEXX SmartService Solutions is an electronic customer support and service tool from IDEXX. It allows our specially trained staff to troubleshoot and resolve many instrument issues to save you time, increase your instrument uptime and improve practice efficiency. It's like having IDEXX Technical Support right in your clinic.

Future enhancements will include additional features for further practice efficiencies as well as educational opportunities that will go beyond traditional customer service.

 

What do I need in order to get IDEXX SmartService?

To get IDEXX SmartService, you need an IDEXX VetLab® Station, high-speed Internet access, an IDEXX SmartService activation kit and an IDEXX-supplied router.

 

What if I need help with my Internet access?


If you would like this service, call us today on 1300 44 33 99 option 2, option 2 to get started. We’ll coordinate your installation with the IDEXX Technical Support Team and ensure you start getting the benefits of IDEXX SmartService as soon as possible.

 

How do I access IDEXX SmartService?

Simply call IDEXX Technical Support, 1300 44 33 99 option 2, option 2, indicate that you have IDEXX SmartService and describe the problem. Then let our trained technicians troubleshoot the problem for you.

 

Who accesses my instruments through IDEXX SmartService?

Only specially trained support technicians can access IDEXX SmartService. Each employee must log in with a unique user name and password that allows IDEXX to monitor and audit user activity and protect your information.

 

What kind of information does IDEXX Technical Support retrieve?

IDEXX SmartService allows IDEXX to:

  • Download files that help us troubleshoot instrument issues
  • Continue to build reliable products
  • Provide us with tools to give you the best experience possible

 

Is any personal information retrieved through IDEXX SmartService?

We collect diagnostic, instrument and client data to remotely monitor and upgrade your systems and provide other services to you. As a policy, we typically do not share any personally identifiable data with third parties (except as necessary to provide IDEXX SmartService services or administer our relationship). And, we never make your data available to a list broker or similar party for purposes of contacting you or your clients unless we obtain your specific written permission.

 

Is IDEXX SmartService safe?

Yes. The lock symbol represents the great care we take to ensure that all our devices are of the highest quality and offer complete security. We protect IDEXX SmartService with the same industry-standard security features utilized by medical, financial and governmental organizations.

 

How do I get more information about IDEXX SmartService?

Call an IDEXX representative on 1300 4 IDEXX (1300 44 33 99) option 2, option 2.