Case Study: BioTek Instruments achieves faster field issue resolution with Cotap

BioTek Instruments - Customer Case Study

BioTek Instruments, a global leader in microplate instrumentation and software, needed a better way to connect dispersed field, service and sales teams for fast, on-the-spot support. Relying on email, texting and phone calls created delays and missed information—email overload for non-desk staff, inconsistent phone use, and no easy way to tap company expertise in real time.

BioTek adopted Cotap, a single app that combines text, voice and video, photo/file sharing, location and admin controls. After a quick pilot and rollout, teams onboarded immediately with minimal training and began resolving issues faster, escalating from text to voice or video as needed, sharing images for repairs, and replacing email for urgent messages—resulting in noticeably accelerated field operations and clearer, more efficient communication.

BioTek Instruments

Sean Jordan

Service Director