How a global diagnostics company achieved 100% offline inspections with Resco Inspections & Audits 

Stago is a French in vitro diagnostics company that makes products and machines for hemostasis and thrombosis testing. Founded in 1945, the company has grown into a global player with production facilities across France, the United States, Germany, and Ireland.  

With around 2,600 employees, Stago produces products, machines, and services for biomedical scientists and clinicians, and distributes them worldwide.   

What is in vitro diagnostics?  

In vitro diagnostics (IVD) analyzes biological samples outside of the human body to provide medical information. The samples are tested using test kits and machines that detect specific substances or disease markers.  

Mobile teams needed access to customer data 

Stago’s service technicians regularly visit customers located in labs around the world to maintain and repair diagnostic machines. Hospital laboratories are often located underground, where the Wi-Fi signal does not reach. This makes it difficult for service technicians to inspect or fix the equipment, log data, and generate reports during their visits.  

When they decided to look for a new mobile inspection app, they started searching for one that could work offline. They needed an app that would give them 100% customer data availability and let them build complex questionnaires for diagnostic machine inspections: inspecting a set of diagnostic machines takes more than 200 steps and requires great precision.  

Business challenge: offline access to CRM data

When Stago researched its options, it found that standard mobile CRM and inspection apps did not offer enough customizability and offline access.  

Stago’s technical requirements:  

• 100% offline access to customer data  
• Complex questionnaire builder  
• Unite field processes and data from all over the world in one tool  
• Adhere to a strict regulatory environment  
• Ability to generate reports on the spot with legally binding signatures  
• Native integration with Dynamics 365 

After doing extensive research, they found that Resco Inspections & Audits meet the demands of their mobile and back-office teams.

Resco functionality that makes work easier for service technicians:  

• Reviewing work orders and managing daily bookings on their iPad 
• Using the route planner and navigation in the app  
• Having multiple protocols for each type of inspection 
• Having inspection protocols in multiple languages  
• Being able to upload and markup photos 
• Logging used spare parts and services during a visit with barcode scanning 
• Logging measurements, performing software updates, and customer comments   
• Getting a legally binding signature and generating the report once the work order is completed on-site 
• Having the report automatically sent to the customer and stored in Dynamics 365 

A well-designed mobile app for field technicians makes adhering to work processes in regulated environments, such as in vitro diagnostics, pleasant and error-free.  

Additionally, Stago’s service technicians travel with a fully stocked car, carrying spare parts, diagnostic equipment, and tools. The mobile apps let the technician see the car stock and perform actions. They can make a purchase order to get the pieces they need on-site or make an inventory transfer to exchange them with a technician colleague if needed fast.  

“When used properly, Resco is the best tool that Stago has provided the field engineers to date to assist in easily completing field service reports compliantly with all necessary information. The speed at which a field employee can complete a work order and supply it to a customer electronically has elevated the level of service that we provide our customers.” 

Corey Strickland, Associate Director, Field Support Group 

The solution 

Stago started building its own Resco mobile app with the help of Inetum, an integration partner, and later continued the work in-house.  

Upgrading from Excel files and pen-and-paper to a Resco mobile app for its field technicians enabled them to have all their customer and inspection data in one system. The streamlined questionnaires boosted their data accuracy and reduced errors.  

“Only one person worked on the Resco implementation, and we quickly had a complete application integrated with Microsoft Field Service. Before we found Resco, we had never succeeded in creating a complete application in our previous tool for six years.”

Fred-Alain Codjia, IT CRM Manager

The benefits Stago experienced 

• True 360 vision of inspections: 100% inspections done worldwide are consolidated in the same tool and database. 
• Quicker questionnaire updates: Key users can directly update inspection checklists and integrate new business requirements without developers.  
• Better interaction between field and hotline employees: Hotline employees create work orders, dispatch technicians to the field, and get all work order data directly in Dynamics 365 as the techs finish their jobs.  
• Unified inspection protocols: Service technicians worldwide use the same inspection protocol, compliant with regulations. 
• Fewer errors when collecting data.
• Improved field analysis: Unified data from the field is now used to define new BI metrics. 
• Service technician favorites: Integrated maps and barcode scanning.

Spotlight: Making work easier for mobile teams 

“The flexibility of the platform allows the engineer to focus on the job.”

Stago’s service technicians like the mobile app because it makes their lives easier. 

The all-in-one solution gives them quick access to data, streamlined checklists ensure they don’t forget to log crucial data, and automated reporting saves time when completing a job.

“Resco is an intuitive live document that captures all aspects of a service call, be it curative or preventative, and delivers the customer a digital document that is easy to read and access. The flexibility of the platform allows the engineer to focus on the job rather than having to spend time checking off boxes.”

– Conan Flynn, Field Service Engineer (one of the main Resco users) 

Working with the Resco team

When we asked Stago if there was anything that surprised them about working with Resco as a technology provider, they said they were most surprised by the “high availability of Resco people at all levels and the efficiency of the support team.” 

Stago has been using Resco technology since 2021.

Do you have a similar use case?  

Or are you in the same industry? If you would like to find out whether Resco products would be the right fit for you, you can read our Inspections & Audits product pages or reach out to one of our experts for a consultation.