Customer service

A customer who is likely to use large quantities of an enzyme will be expected to specify the form and activity in which the enzyme is supplied. The development of a new enzyme-catalysed process is often a matter of teamwork between the customer and the enzyme company's development scientists. Once the process is running, the enzyme company will probably be in contact with the customer through three types of individuals:

1. Salespeople who ensure that the supply of enzyme continues and that the cost of the enzyme is mutually acceptable.
2. Technical salespeople who liase with technical managers to ensure that their product is performing up to specification. This association often leads to suggestions for the improvement of the process. The technical sales team will be expected by the customer to deal with problems to do with the enzyme. They may be able to solve problems themselves or may require the services of the third group, the laboratory or pilot plant scientists.
3. The laboratory and pilot plant scientists will spend some time trouble-shooting as and when necessary. They may test materials for customers, for instance if a new source of raw material is under consideration.

All the enzyme company's employees must, of course, work as a team and it is in the interests of both customer and manufacturer if their technical experts also cooperate closely. Both organisations will learn from each other. Technical advances should accrue as a result of suggestions from both sides.