Johannes Parensen

This interactive workshop delves into the transformation of Sartorius’ Bioprocess Solutions (BPS) division, spotlighting the evolution of service from a traditional support function into a sustainable and profitable strategic business area. Participants will explore the journey from a modest operational cost center to a robust global profit center, driven by digitalization, customer-centric innovation, and process harmonization. Key initiatives—including the OneFSM program and strategic service branding—will be highlighted to illustrate how Sartorius is redefining service excellence within the life sciences sector. Attendees will gain practical insights into building integrated service portfolios and leveraging smart technologies to enhance growth, profitability, and customer experience. The session will also examine how these advancements are shaping the future of biopharmaceutical production and laboratory operations, offering valuable lessons for organizations seeking to elevate their own service strategies.

Every technician's ability to access critical knowledge and client history can mean the difference between a seamless service experience and costly inefficiencies. Tribal knowledge—expertise passed informally between seasoned professionals—often remains locked within individuals or disconnected systems, leaving newer technicians at a disadvantage.

This session will explore innovative strategies for making tribal knowledge and client history more accessible and actionable in the field. From leveraging AI-powered knowledge bases to implementing intuitive mobile solutions, industry leaders will discuss best practices for capturing, storing, and sharing essential information.

Key Takeaways:

• Practical approaches for digitizing and centralizing tribal knowledge
• Strategies for integrating client history into everyday workflows
• How AI and automation can empower technicians with real-time insights
• Steps to create a culture of continuous knowledge sharing within service teams

Join us as this panel of experts reveal tools and tactics that will transform knowledge management, ensuring every technician has the right information at the right time—whenever and wherever they need it.