Company Background
Dymind Biotechnology is an Asia-based medical device company focused on in-vitro diagnostics. Founded in 2013, the company develops, manufactures, sells, and services diagnostic devices and reagents used by hospitals, physical examination centers, independent laboratories, and mobile healthcare providers.
As an innovator in combined testing solutions, Dymind has expanded its product portfolio across hematology and inflammation marker testing. Its solutions help healthcare institutions accelerate diagnostic workflows and improve testing efficiency. Today, Dymind serves customers in more than 120 countries and regions.
Rapid business growth also created a new operational challenge. As the installed base expanded from hundreds of customers to thousands, service requests became more frequent, service scenarios became more varied, and the company needed a more precise way to manage field service teams, response speed, service quality, and customer satisfaction.
The Challenge
Dymind’s after-sales service team was moving from basic process management to precision service management. Earlier workflows could support simple service requests, but the company’s growth made manual coordination increasingly difficult.
The service organization needed to manage:
- More installed devices and customer sites
- More frequent repair, installation, and proactive visit requests
- Different customer service levels and warranty statuses
- Engineer availability, qualifications, and workload
- Service quality tracking and customer feedback
- Accurate data for service analysis and process improvement
Before the CRM upgrade, some service data still depended on Excel records. This made reporting time-consuming and reduced data accuracy. As Dymind’s service network expanded, the company needed a unified platform to capture service process data, standardize service execution, and support continuous improvement.
At the same time, Dymind’s business needs were expanding beyond after-sales service. With a larger sales team, international business growth, and a broader partner network, the company wanted to manage the entire customer lifecycle, from marketing and sales to project delivery, service, partner enablement, and ordering.
The Solution
Dymind adopted ShareCRM to standardize service workflows and create a more transparent, data-driven service management operation.
The first priority was service work order management. Through ShareCRM, Dymind created a unified service view where teams can see each customer’s service level, warranty status, historical service records, customer ratings, and active work orders through one entry point. This gave service teams clearer context before each customer interaction and made daily operations easier to manage.
ShareCRM also helped Dymind automate dispatching. For proactive service visits, the company can now set rules in the system and automatically assign work orders to engineers. For repair and installation requests, dispatching can consider engineer qualifications, location, and workload. This reduced repetitive coordination work and freed call center and service management teams from manual assignment tasks.
The company also connected customer-facing service interactions with CRM workflows. Customers can submit repair requests through a service portal, view ticket progress, and provide service feedback after completion. This improved service transparency and gave Dymind more direct customer feedback for service quality management.
As the partnership deepened, Dymind began expanding ShareCRM beyond after-sales service. The company planned to bring sales, marketing, project bidding, contract signing, project delivery, partner management, ordering, inventory visibility, and sales forecasting into the CRM environment.
Key workflows include:
- Breaking sales projects into defined stages
- Standardizing critical actions at each stage
- Managing both regional and international sales teams
- Reviewing key project milestones
- Supporting partner sales and service management
- Enabling partners to place orders through the system
- Improving inventory visibility and sales forecasting
By turning proven sales practices into standardized workflows, Dymind aimed to help more sales teams replicate successful behaviors and improve deal execution.
The Results
“With ShareCRM, we moved service management from manual coordination to precise, data-driven operations. Service staff productivity increased by 20%, repeat visits dropped by 17%, average service time decreased by 35%, and VIP monthly follow-up completion now stays above 95%.”— Hongmin Wu, Senior Vice President, Dymind Biotechnology
The impact of ShareCRM was measurable across Dymind’s service operation.
After implementing precision service management with ShareCRM:
- Service staff productivity increased by more than 20%.
- Repeat after-sales visits decreased by 17.18%.
- Average service time decreased by 35.29%.
- VIP customer monthly follow-up completion reached more than 95%.
- The average service cost per order dropped by 10.82%.
Automation also reduced operational workload. For proactive customer visits, Dymind previously needed service coordinators to export data, organize it based on rules, and import it back into the system for batch dispatching. With ShareCRM, the company can configure follow-up rules and let the system assign work orders automatically. This saves each service coordinator at least three days of work every month.
Beyond efficiency, the CRM platform improved service consistency. Different service types can follow different workflows, helping Dymind ensure timely and high-quality service. With process data captured in the system, the company can analyze service performance, identify improvement opportunities, and continue raising customer satisfaction.
Dymind is also using the platform as a foundation for broader business growth. As the company prepares for multiple product lines, more subsidiaries, and more international business, it plans to integrate more systems, connect more business data, and improve management visibility across the organization.
Conclusion
For Dymind, CRM is no longer only a service management tool. It has become a digital foundation for standardizing customer operations, improving service execution, enabling partners, and supporting future growth.
With ShareCRM, Dymind moved from manual service coordination to a more precise, automated, and data-driven operating model. The result is faster service, lower service cost, better customer follow-up, and a stronger foundation for lifecycle customer management.
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