Your Long Term Partner
GenMark is committed to being your Long-Term Partner and bringing The ePlex® System: The True Sample-to-Answer Solution® to your institution and patients.
From building the business case for the purchase of a new technology, through test implementation and ongoing support, we provide personalized account services every step of the way. With customized support that begins even before becoming a customer and a system designed to cost-effectively scale with your needs, you will have confidence in GenMark as your partner in multiplex molecular diagnostics.
ePlex Blood Culture Identification Implementation Excellence
The implementation process for molecular blood culture identification can be taxing on a lab’s resources. GenMark offers multiple levels of support to meet the needs of your laboratory and hospital to aid in making the process as simple as possible. Our Infectious Disease Specialists (IDS) and System Integration Specialists have broad experience implementing ePlex BCID Panels in a wide variety of institutions.
Building the Business Case
Procuring a new diagnostic platform often requires building a business case which illustrates the new platform will improve patient outcomes, reduce cost-of-care and address key quality metrics and initiatives, like emergency department wait times and antibiotic stewardship. GenMark delivers the guidance and tools needed to help develop a financial analysis and outline the clinical and economic benefits of rapid multiplex molecular diagnostics.
Contact Us today to partner on building the business case for ePlex
Implementation
GenMark’s Molecular Application Specialists have a reputation for providing the best service in the business and we consistently receive industry leading ratings for our technical and customer support services. As a GenMark customer, you will experience this white glove service, starting with our comprehensive Implementation & Training Program. We understand implementing a new test can be challenging and we can simplify that process:
- 24/7 access to in-house and field based support
- Onsite personalized training for laboratory staff
- Recommended evaluation and verification protocols
- Individualized Quality Control Plan (IQCP) guidance
- Lab and physician education to help inform algorithms and ordering
- Test availability communication to promote the new lab offering
Contact us to learn more
Service and Support
GenMark provides best-in-class service and support through a network of internal and in-field teams. ePlex’s unique Remote Access capabilities deliver maximum instrument uptime and eliminate delays in reporting patient results.
Customer Service
The GenMark Customer Service team is available to help with placing orders or to answer questions regarding the status of an order. Contact us Monday through Friday, 7AM – 5PM Pacific Time.
1.800.373.6767, Option 1
customerservice@genmarkdx.com
Customer Resource Center
As a GenMark customer, you will also have 24/7 access to comprehensive resources online through the Customer Resource Center.
- Package inserts
- Certificates and compliance documents
- Safety data sheets
- Technical bulletins
Technical Support
Experienced Technical Support Specialists are dedicated to assisting laboratories in resolving issues promptly via telephone or email. GenMark Technical Support is available 24 hours a day, 7 days a week to provide the highest level of customer support and satisfaction. Contact us at:
1.800.373.6767, Option 2
technicalsupport@genmarkdx.com
Remote Access
Not only can you reach our Technical Support Team 24/7, but they can also reach directly into your lab if you choose to enable Remote Access capabilities on the ePlex system. Remote Access provides an innovative, proactive and easy-to-use utility to support ePlex systems. This tool establishes a secure network connection between the GenMark support team and the ePlex instrument. Support through Remote Access ensures the timely resolution of certain software and connectivity problems, while maintaining the security of patient data and laboratory operations.
Key Features:
- Optimize system performance and minimize downtime
- Remotely access ePlex to troubleshoot and analyze system performance
- Review instrument configuration settings
- Download troubleshooting logs to resolve issues
- Assist with operator training
