Read time: 5 Minutes

When your lab is running high-priority samples, every minute matters. You need quick access to the right information, clear visibility of your instruments and a simple way to connect with expert support when questions arise. That is where SCIEX Now can help.

In this interview, Andy Wilcox, Senior Market Development Manager, Aftermarket and Software, speaks with Susanna Baqué, Senior Director of Global Customer Experience, about how SCIEX Now gives customers one connected digital workspace to manage instruments, reduce time spent searching for information, resolve issues faster and keep their laboratory running more efficiently and with greater confidence.

One place to manage your lab more confidently

Andy: Susanna, how would you describe SCIEX Now to a customer who has not used it yet?

Susanna: SCIEX Now is your personalized digital workspace for SCIEX support, learning and instrument management. It brings together the tools and information customers need to keep their lab moving, from instrument visibility and support cases to training and self-help resources.

For customers, the value is simple: fewer disconnected steps, faster access to answers and more confidence in what to do next.

Designed for the realities of today’s labs

Andy: Why is this kind of digital support experience so important for SCIEX users today?

Susanna: Labs are managing more complexity than ever. Teams may be working across multiple instruments, changing shifts, onboarding new users and balancing demanding timelines. When information is spread across emails, manuals and separate systems, it can slow people down.

SCIEX Now brings key information together, helping customers spend less time searching and more time acting effectively. Supporting a more proactive way of working helps labs respond faster, reduce friction and keep critical work moving.

Clear visibility into your SCIEX systems

Andy: How does SCIEX Now help customers manage instruments and software day by day?

Susanna: Customers can use SCIEX Now to view their SCIEX instruments and software in one place, including relevant entitlement information such as service coverage or software upgrade access. Where available, they can also review service and support history, including support cases and field service reports.

That visibility is especially helpful for lab managers and teams working across multiple users or shifts. It makes it easier to understand what has happened, what is pending and what needs attention next.

Faster answers when something needs attention

Andy: Downtime can be costly and stressful. How does SCIEX Now help customers respond faster?

Susanna: SCIEX Now helps customers in two important ways. First, it supports earlier action through capabilities such as instrument remote monitoring with StatusScope, including real-time notifications that can help customers identify potential issues sooner.

Second, when support is needed, customers can access curated resources in the Resource hub, search Knowledge Base articles and how-to videos, and submit or track support cases online. Because the information is connected to the customer’s instruments, software and support activity, it can help reduce repeated explanations and make the next step clearer.

Support and learning, built around your workflow

Andy: What role do learning and self-help resources play in SCIEX Now?

Susanna: Customers want to feel capable and confident in their daily work. SCIEX Now supports that by giving them access to technical information, documentation, troubleshooting guidance, how-to videos and interactive eLearning courses. These resources can help experienced users refresh their knowledge and help new team members get up to speed more consistently.

The goal is not just to answer a question once. It is to help build knowledge inside the lab so teams can work more independently while still having SCIEX expertise available when they need it.

A simpler path to SCIEX expertise

Andy: How does SCIEX Now make it easier to connect with support?

Susanna: Customers can start with self-help resources, then open and track a support case online if they need additional help. They can review communication history and, depending on entitlement, access live chat with technical experts for direct support.

That gives customers a clearer, more connected path to help. Instead of wondering where to go or whom to contact, they can use SCIEX Now as a reliable starting point.

Continuously improved through customer feedback

Andy: Can customers influence how SCIEX Now evolves?

Susanna: Yes. Customer feedback plays an important role in shaping SCIEX Now. We continue to listen to customer needs, collect feature requests and use that input to guide improvements.

SCIEX Now is not a static portal. It is a connected customer experience that continues to evolve to make it easier for customers to find what they need and get more value from their SCIEX solutions.

The takeaway for SCIEX users

Andy: If customers remember one thing, what should it be?

Susanna: SCIEX Now is designed to make daily lab work easier. It helps customers manage their SCIEX systems with more visibility, access support more efficiently, build knowledge across their team and work with greater confidence.

With SCIEX Now, customers have one place to start, one place to learn and one place to connect with support, helping them stay focused on the work that matters most.

How to get started with SCIEX Now

Andy: What is the easiest way for customers to begin?

Susanna: Customers can visit the SCIEX website, select Support and choose SCIEX Now to register or log in. Once they are registered, they can explore their dashboard, register instruments, access learning and self-help resources, submit support cases and start using SCIEX Now as part of their daily workflow.

For additional guidance, customers can also connect with their local SCIEX representative, field service engineer, service sales contact or instrument sales representative.

Watch the full conversation to learn more about how SCIEX Now can also help your laboratory to:

• Manage your SCIEX instruments and software in one place
• View support activity and service history where available
• Submit and track support cases online
• Access self-help resources, how-to videos and Knowledge Base content
• Build team capability with on-demand learning
• Connect with SCIEX expertise when you need support