Overview:
The customer is a leading biotechnology partner for the engineering of fully human monoclonal and multi-specific antibodies, leveraging its yeast-based discovery platform. They transitioned approximately 60 laboratory shakers from their original provider to a full-coverage contract through MarathonLS. Following the successful transition, MarathonLS has provided ongoing preventative maintenance, calibration support, and corrective maintenance for the instrument portfolio, ensuring reliable performance while supporting the customer’s research operations.
Challenge:
The customer sought to transition coverage from the Original Equipment Manufacturer (OEM) as they were experiencing long delays on on-site service, difficulty acquiring documentation, and pressures to upgrade equipment prematurely. The customer needed a partner capable of improving equipment uptime while extending the useful life of its existing assets.
Solution:
MarathonLS assumed responsibility of the customer’s shaker fleet and began by performing preventative maintenance, returning all 60 units to baseline performance. This established consistent equipment performance across the fleet and identified existing issues before they impacted operations. Throughout the program, MarathonLS analyzed repair trends, identified common failure components, and maintained an on-site inventory of critical spare parts to minimize repair delays. The program also included guaranteed 24-hour on-site response times and immediate access to service documentation through the MarathonLS customer portal.
Outcome:
Over the term of the contract, not only had equipment failures reduced significantly, but also a 24-hour response time guarantee eliminated the service delays the customer had previously experienced. Immediate access to service reports and documentation improved recordkeeping and simplified compliance activities. By proactively addressing common failure points, the operational life of older instruments was extended, helping the customer avoid approximately $30,000 in capital replacement costs per unit. Several of these instruments remain in active service today, demonstrating the value of responsive, proactive support.
