Human Identification Professional Services: CX Services

Rapid DNA services

We offer a wide range of startup and maintenance programs to cover your entire customer journey, so you can confidently bring Rapid DNA to your agency.


Rapid assurance	Validation	Enablement	Implementation accelerators	CSM + analytics	End user competency
Standard service and support offering for RHID	Suite of analytical validation offerings (validation, performance checks)	Dedicated project mgmt., program design, IT architecture, end-to-end verification	Support services to accelerate your timeline from implementation to adoption	Dedicated SPOC with data analytics to monitor program health	Tailored training to build competency for end users

Customer success manager + data analytics service

A dedicated customer success manager (CSM) monitors program health and can help lessen the administrative burden of running a decentralized Rapid DNA program. By sharing run performance metrics through a user-friendly data analytics portal, the CSM can help identify areas for improvement, end-users’ proficiency, and other program efficiencies.

What is offered?

Concierge-level quality support
Dedicated resource to maximize response time and minimize outages
Real-time access to system, location, sample, and end-user performance metrics
Real-time program metrics to fortify fleet/program management
Trusted advisor who builds proficiency and upskills end-users

Data analytics

The data analytics dashboard provides quantitative and qualitative metrics that inform program health for a fleet of RapidHIT ID instruments. Data can be visualized for the program overall or for a given time frame, instrument location, operator, etc. Instrument fleet monitoring also allows the Rapid administrator to have real-time views of support tickets, instrument service coverage, and order fulfillment to assist with budget decisions, site inspections, and other administrative record-keeping.

Dashboard to monitor instrument fleet and performance:

Sample run performance metrics
Warranty status
Order fulfilment history
Support ticket history
Program contacts

End-user competency

Guided training service for new Rapid DNA operators to develop end-user competency. Through a CSM, tailored training and competency plans can be developed with your Rapid administrator. Mock sample sets to cover a range of sample types are provided along with training modules and quizzes to introduce groups of new end users to the Rapid program.

Concierge level support to assist with establishing end user competency.

Dedicated CSM develops end-user competency training program with administrator
TFS provides sample kits for end-users and tracks progress for sample runs
Analytics package to monitor run results
Report provided to identify end users who complete testing as a supplement agency training

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