How a Food Industry Leader Transformed Lab Operations with LabWare Customer Care

For nearly 30 years, one of the world’s top food companies has relied on LabWare LIMS to unify and optimize its global laboratory operations. With over 100 labs and 1,800 concurrent users worldwide, this organization has become a benchmark for how large enterprises can achieve standardization, digitalization, and continuous improvement through a robust LIMS platform.

But as the company grew, so did the complexity of its operations. Managing a previously outsourced team of system experts and IT personnel was no longer sustainable. They needed a more agile, scalable, and expert-driven solution to support their evolving needs.

Enter LabWare’s Customer Care Program (LCCP)—a transformative support model that redefined how the company manages its laboratory systems.

A Strategic Shift: From Outsourcing to Insourcing Expertise

The transition to LCCP marked a pivotal moment. Instead of relying on fragmented external support, the company gained a single point of contact backed by a skilled army of LabWare experts. As one insider put it:

“One point of contact gives you an immense amount of information that can be utilized.”

This centralized model enabled seamless system changes, faster issue resolution, and access to deep domain knowledge, turning support into a strategic asset.

LCCP: More Than Support—A Strategic Engine

LabWare’s Customer Care Program is not just a support service, it’s a comprehensive, proactive partnership that empowers organizations to evolve and thrive. For this global food company, LCCP became the foundation for:

• Insourcing expertise: Instead of relying on external consultants, the company now has direct access to LabWare’s internal experts who understand the system inside and out.
• System personalization: LCCP enables tailored enhancements based on new tools, updates, and evolving business needs.
• Advanced debugging and minor enhancements: Issues are resolved quickly, and improvements are implemented without disrupting operations.
• Scalability and flexibility: As the company expands, LCCP ensures the LIMS evolves with it, seamlessly and efficiently.
• Data-driven insights: LCCP supports robust data analysis, enabling better decision-making, continuous improvement, and best practice adoption.

By embedding LCCP into their operations, the company gained a living, breathing support ecosystem that evolves with their business and drives innovation from within.

Digital Transformation in Action

With LabWare LIMS and LCCP, the company transitioned from paper-based processes to fully digital, data-rich laboratories. This transformation enabled:

• Comprehensive data analysis across all labs
• Transparent risk and process management for better mitigation and optimization
• Streamlined compliance with ISO, FDA, and other global regulatory standards
• Faster turnaround times and improved operational efficiency

The result? A more agile, intelligent, and compliant laboratory network that sets the pace for the entire food industry.

A Model for the Industry

Today, this food industry leader continues to set the standard for operational excellence. Their long-standing partnership with LabWare, enriched through the adoption of LCCP, demonstrates how a well-implemented LIMS can evolve from a data management tool into a strategic engine for growth, compliance, and innovation.

Final Thoughts

In a world where food safety, quality, and speed are paramount, having the right technology is only half the battle. The other half is having the right support. LabWare’s Customer Care Program has proven to be more than a service, it’s a strategic partnership that empowers global enterprises to lead with confidence.

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