Our commercial team consist of experienced and skilled employees. All with academic and working experiences from the different stages in the aquatic value chain. They are working hard every day to provide support and service to existing customers as well as attending to enquiries.
Service & Support
As a customer of Benchmark Genetics, we want you to have an experience that goes beyond placing an order and receiving a shipment of products. Our ambition is to deliver the best customer experience in the aquatic breeding industry and to build long-lasting relationships with our clients. Want to know more about our customer service and support?
People make a difference
The Benchmark Genetics service concept
Our Service Concept
To ensure that we live up to our ambitions, we have established The Benchmark Genetics Service Concept for Atlantic salmon genetics. This includes the three steps: Pre-delivery, At delivery and Post-delivery.
Pre-delivery
Regular calls and follow up by the sales representative to ensure that all the necessary information and preparations are in place well ahead of the delivery
Every document needed for transport and import are prepared well ahead of the shipment to ensure a smooth and hassle-free delivery
We have produced a digital hatchery manual that explains best practices at the different stages from preparing the hatchery for delivery to 30 days after first feeding. Please contact your sales representative to receive a copy
To manage the hatching in the best possible way, you need to be aware of which date you can expect the eggs to hatch. Our hatching calculator gives you three optional calculations:
- Estimated date of hatching, standard temperature
- Estimated hatching date based on different day temperatures
- Average temperature to obtain hatching at a specific date
At delivery
We strive to be present with sales or technical support at as many deliveries as possible
If a sales representative is present during the delivery, he can inspect a predetermined number of egg trays at input. The inspection can include counting the number of eggs per liter, a quality control to determine if any deviations are present, and reading one of the temperature logs to determine arrival temperature. All information is noted down in our control form, which is signed by both the customer and the sales representative. If any particular deviations are found, they are registered in our quality system for follow-up
Post-delivery
All customers are followed up by calls from our sales representative in the weeks following the delivery to check on how the eggs are performing
Our trained and experienced technical staff are happy to support and answer technical and biological questions related to the inlay of the eggs, first feeding and the continuing development of the fry.
Sometimes our customers are experiencing biological issues. In case these relate to the quality of the genetics, we have established a claims team consisting of technical staff, fish health specialists, geneticists, and other qualified members.
Each claim is registered as deviations in our quality system, and our sales representative will follow up the customer to understand and solve the situation in the best possible way.
We collect performance data from our customers, which include egg quality, hatching success, and first feeding. The Ova Survey is automatically generated in our production system, BreedControl, and can be filled out by the customer at their leisure. The anonymized data is presented in dashboards. In addition, we make a yearly report that is given to customers.
BreedControl
BreedControl is a system designed to give superior control of the company‘s breeding operations by managing the production, products, and deliveries.
The system collects data from the entire production chain, including genetic data, product and habitat quality, sales, deliveries as well as animal health information and GHG data. Combining these data with IoT and Business Intelligence, we can monitor our operational KPIs in real-time and identify opportunities for improvements in the earliest manner.
Continuing to provide our customers with the best service available, we have developed a customer portal to BreedControl, called “My Pages”. Here, our customers can access critical information related to deliveries (future and historical), including product data, contracts, invoices, shipment information and certificates. In addition, they can give performance feedback on their deliveries and see dashboards with data in real-time after completing a survey.
BreedControl gives us superior control and overview of our production and we are continuously adding more features to support or streamline different processes and internal activities
For more information and access to the system, please contact your local sales representative.
Existing users may log in using the button below or the corresponding button in the main menu.