Enzyme Technology
Customer service
A customer who is likely to use large quantities of an enzyme
will be expected to specify the form and activity in which the enzyme is
supplied. The development of a new enzyme-catalysed process is often a matter of
teamwork between the customer and the enzyme company's development scientists.
Once the process is running, the enzyme company will probably be in contact with
the customer through three types of individuals:
- Salespeople who ensure
that the supply of enzyme continues and that the cost of the enzyme is mutually
acceptable.
- Technical salespeople who liase with technical managers to
ensure that their product is performing up to specification. This association
often leads to suggestions for the improvement of the process. The technical
sales team will be expected by the customer to deal with problems to do with the
enzyme. They may be able to solve problems themselves or may require the
services of the third group, the laboratory or pilot plant scientists.
- The laboratory and pilot plant scientists will spend some time
trouble-shooting as and when necessary. They may test materials for customers,
for instance if a new source of raw material is under consideration.
All the
enzyme company's employees must, of course, work as a team and it is in the
interests of both customer and manufacturer if their technical experts also
cooperate closely. Both organisations will learn from each other. Technical
advances should accrue as a result of suggestions from both sides.
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This page was established in 2004 and last updated by Martin
Chaplin on
6 August, 2014
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