Case Study: BioTek Instruments achieves real-time field communication and faster on-site issue resolution with ServiceMax (Zinc)

BioTek Instruments Accelerates Field Operations with Zinc

BioTek Instruments, a global leader in microplate instrumentation for life‑science research, needed a better way for dispersed field, service and sales teams to connect in real time. Reliance on email, texting and phone calls made urgent communication slow and fragmented—email overload obscured critical items and calls/texts were often impractical for on‑site troubleshooting or when key staff were unavailable.

BioTek adopted Zinc, a single app that combines text, voice and video with photo/file sharing, location and admin controls (push notifications, user management and driving‑policy enforcement). With minimal training, teams quickly onboarded and began resolving issues faster, accelerating repairs and maintenance, replacing email for urgent messages, and improving collaboration between field and office staff—without additional infrastructure.

BioTek Instruments

Sean Jordan

Service Director