Case Study: SCIEX achieves reduced support costs and improved customer service with Ingeniux CXP

How SCIEX, a lab Equipment Manufacturer, used Ingeniux CXP to Reduce Support Costs and Deliver Improved Customer Service

SCIEX is a global leader in capillary electrophoresis and LC–MS lab equipment, serving complex markets from drug discovery to food and environmental testing. After a Voice of the Customer program, the company identified a need for a centralized, personalized digital experience and self‑help tools to simplify customer interactions and build loyalty.

Using Ingeniux CXP (building on their existing Ingeniux CMS relationship), SCIEX launched the SCIEXNow customer support portal—featuring personalized dashboards, instrument registration, case management, a knowledge base, and integrations with Salesforce and their LMS. The seamless implementation delivered on-time releases, lowered support costs, and improved customer service by giving customers a consistent, self‑service first experience.

SCIEX