From Early Adopters to the Broad Majority
The Benefits of Intelligent Sensors Such as Those on the Arc Platform are Now Widely Understood, but This Was Not Always the Case
Here we talk to Global Sales Director Frank Wolpers, about how Arc intelligent sensors became common in the bioprocessing industry.
Hamilton approached a well-known process and completely changed the way of thinking with Arc technology. What drove such a big change in a single step?
FW: We have always spent a lot of time with our customers trying to understand their workflows and processes, and especially their pain points. Before the development of Arc we saw that our customers were spending a lot of time on maintenance and documentation activities. Most of these activities could be eliminated by adding a microprocessor to the sensor itself. It took a big technological leap, but it provided a lot of positive changes in one move.
Transitioning to Arc technology requires a big paradigm shift for bioprocessing teams. How did that go in the beginning?
FW: The beginning was actually quite easy. Some innovative skid builders and forward-thinking end users easily identified the potential benefits of the transition. The hard work started when we wanted to spread these benefits widely across the industry. We have always persisted in supporting our customers long before they buy our products and long after. This continued support built a foundation of trust, so when we brought them the idea of intelligent sensors, they knew that it must be something valuable for their process.
We have always persisted in supporting our customers long before they buy our products and long after.
What is unique about the Hamilton sales team that enabled you to build this level of trust?
FW: When we hire new team members we always look for people with technical backgrounds, especially if they have experience in the biopharma industry. Our customers are very technical, so our sales team needs to have that knowledge in order to convey the most useful information. They also go through regular trainings to learn more about our products and bioprocessing.
What benefits does having such a technical team bring to the customers?
FW: The technical abilities of our sales team enables them to be the first line of support for customers and solve most problems a customer might encounter. The direct and local support means immediate access to solutions. The knowhow also means that the sales team, who spends the most time getting to know the customers, can make sure the needs of the customers are represented in innovation.
The technical abilities of our sales team enables them to be the first line of support for customers and solve most problems a customer might encounter.
BELOW: The PA sales team takes a break from continued learning in the mountains of Switzerland.
Thanks for Reading.
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