Intro Letter SmartCal Service

SmartCal
Service Introduction
Internal News
SmartCal
LabTec Service Business Page 1/5

© Mettler Toledo Feb 2011
1. Initial Position
GBA Moisture launched the reference substance SmartCal. This unique over all function
test provides great value to every customer looking for a fast and efficient routine test for
Internal News
his moisture analyzer.

The service technician should use this test to do an overall function test at the end of every
service event, e.g. preventive maintenance, calibration and or repair.
USP
Mettler Toledo Service organizations are the only one worldwide that
have such a reference substance in their portfolio.
Extract of Smart Cal & HX / HS Introduction
+ +
… with a unique moisture solution offering.
HX204 & HS153, SmartCal Reference Substance and Risk Based Routine Testing
Recommendation
Mettler-Toledo's moisture analysis solution is unique. Only we can help the customer
achieve consistently good results over time.
Service is the main booster to penetrate the SmartCal market
Why?
To penetrate the market by creating first use of SmartCal with free Sampler, service has 3
times more customer contacts than sales organization.
Sales Channel:
Sales has about 5’000 moisture customer contacts and hence as many possibilities to
introduce SmartCal.
Service Channel:
The installed base of MT Moisture Analyzers is about 50’000 units, where about 15’000
units are under service contract. So, with the help of your service organization we can
create 15’000 customer
customer contacts within one year!
year! This by simply performing an on-site
SmartCal test and handing out the report together with a Sampler to the customer. The
customer then can use the sampler to experience how easy SmartCal is to use and will
hopefully order more on a regular basis. Service can trigger a continuous consumable
business.

2. SmartCal With Every Preventative Service
What we do
To support the above SmartCal initiative through the service channel, we are offering the
Internal News
following (see order information in chapter 4):

• We supply every Market organization with free SmartCal Samplers.
- Ask your sales manager about the details and organize Samplers
• We offer certified SmartCal 24/Z with a special low transfer price exclusively to
Service Technicians be used for SmarCal tests A datasheet explaining SmartCal
• We offer SOP’s and Troubleshooting guide to enable everyone to perform SmartCal
successfully.
• We offer E-leaning on LMS to train your service field force
What we want you to do

• Implement SmartCal tests into every service contract to bring every customer in
contact with the new reference substance and make them use it and benefit from
this profitable consumable business.
• Coordinate with the LabTec sales manager the promotion through service
technician for the first year.
• Clarify lead creation incentive for service technician.
• Administrate your Service Technicians on LMS for the SmartCal e-learning and
make sure every technician successfully absolves the training. http://learning.mt.com
• Equip every service technician with cSmartCal 24/Z and the tools (certified
hygrometer. SOPs, Excel certificate template) needed to perform SmartCal tests
within service visit (see useful links in chapter 4)
• Equip every service technician with SmartCal Samplers and the datasheet to be
handed out to customers together with the test report created during service.
• Adapt the service SOP by adding the SmartCal test as final function test (see SOP
SmartCal Service SOP link in chapter 4).
What the service technicians should do:

• All service technicians should perform a SmartCal “as-left” test as conclusion of a
Preventive Maintenance.
• At the end of a visit the service technician should handover a SmartCal sampler to
the customer so they can perform a first SmartCal test themselves. In addition the
service technician should forward the lead information to the appropriate sales
person who will then follow up with the customer. With this measure we will
greatly increase the number of SmartCal users and boost the very profitable
consumable business.
As promoted in the introduction letter we are planning to use SmartCal as a USP to
differentiate our PM contracts from competition.
SmartCal is the new “as-left” test to finish a preventive maintenance. SmartCal replaces
other final tests, e.g. coin test. Detailed service relevant information including Maintenance
SOP for Moisture Analyzers on the balance support site.

Service training
There is a comprehensive e-learning available for service technicians and sales
representatives. The e-learning will be available in 10 languages via the Learning
Management System. http://learning.mt.com
Internal News
4. Material List / Order Information
Article Order numbers P-Code

cSmartCal 24/Z 30031398 41040990899
SmartCal Sampler 30005794 41040701998
SmartCal User Guide

DE 30005933
En 30005934
Es 30005935
Fr 30005936
It 30005937
Jp 30005938
Ko 30005939
Pt 30005940
Ru 30005941
Cn 30005942
SmartCal Datasheets
De Datasheet 30019613
En Datasheet 30019614
Es Datasheet 30019615
Fr Datasheet 30019616
It Datasheet 30019617
Jp Datasheet 30019618
Ko Datasheet 30019619
Pt Datasheet 30019620
Ru Datasheet 30019621
Cn Datasheet 30019622
De Trouble shooting guide 30019730

En Trouble shooting guide 30019731
Es Trouble shooting guide 30019732
Fr Trouble shooting guide 30019733
It Trouble shooting guide 30019734
Jp Trouble shooting guide 30019735
Ko Trouble shooting guide 30019736
Pt Trouble shooting guide 30019737
Ru Trouble shooting guide 30019738
Cn Trouble shooting guide 30019739

Service Documents
• Introduction Letter
• SOP SmartCal Service SOP
Internal News
• Test Report Creator (Excel)

Will be replaced by a DSM report as soon as it is implemented in DSM
All above items are available under

http://www.mettler-toledo-support.com/mt-bss/technical-support/product-groups/moisture-analyzers/smartcal-tm
• Trouble shooting guide
http://www.mettler-toledo-support.com/mt-bss/sales-support/product-groups/moisture/smartcal/communication-tools
• E-Learning for Service

http://learning.mt.com
User (Customer) Documents

• “SmartCal”
* http://www.mettler-toledo-support.com/mt-bss/sales-support/product-groups/moisture/smartcal/communication-tools
• Frequency Recommendation tool

www.mt.com/smartcal-frequency-recommendation (link not yet active)
• SOP Smart Cal (for User)

• White paper “Routine Testing”
• White Paper “Routine Testing” Summary
All above items are available under
* http://www.mettler-toledo-support.com/mt-bss/technical-support/product-groups/moisture-analyzers/smartcal-tm
*Until the SmartCal Site is public, the documents are hosted in the Balance Support Site. Once the site goes public, we will remove the
documents and replace them by a link to the public site
Product Manager
LabTec service business development
Ambros Kohler
Direct dial: +41- 44-944 36 15

Email: ambros.kohler@mt.com


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SmartCal

LabTec Service Business Page 1/5

his moisture analyzer.

Extract of Smart Cal & HX / HS Introduction

LabTec Service Business Page 2/5

following (see order information in chapter 4):

What we want you to do

What the service technicians should do:

LabTec Service Business Page 3/5

4. Material List / Order Information

Article Order numbers P-Code

SmartCal User Guide

De Trouble shooting guide 30019730

LabTec Service Business Page 4/5

• Test Report Creator (Excel)

All above items are available under

• E-Learning for Service

User (Customer) Documents

• Frequency Recommendation tool

• SOP Smart Cal (for User)

Direct dial: +41- 44-944 36 15

LabTec Service Business Page 5/5

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