Roche Support Network. Dependable technical, clinical and IT support delivered by experts who know your business

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1 Roche Support Network Dependable technical, clinical and IT support delivered by experts who know your business

2 Support you feel, but don t always see Solutions to optimize every aspect of your laboratory Altogether, Roche leverages an industry-leading professional support network that you feel, but don t always see, along with a host of solutions designed to optimize every aspect of your laboratory, and we do so throughout every stage of the customer experience. Roche s customer satisfaction was recognized when MarketTools, Inc. announced the Roche Support Network as one of the winners of the 2012 MarketTools ACE (Achievement in Customer Excellence) Awards.

3 Roche supports you throughout the entire customer experience utilizing cobas Customer Engagement Process. We work to discover, transition, consult and support. Discover The professionals within the Roche Support Network are involved early in the process to help understand the specific goals and objectives of your organization. Transition The Roche Support Network confirms final details for that best-fit solution and ensures a smooth transition for you, your staff, your physicians and the patients they care for. Consult & Support The Roche Support Network provides on-going, on-site and offsite support to you and your team.

4 Reliable performance ensures you can meet your business demands. Proven system reliability means test results can be reported when you need them. Timely and effective support is available to address concerns that may arise. Minimal unexpected downtime and consistent uptime gives you confidence that you will meet your promised turnaround times with accurate results. Repair Visits per Year Mean Time Between Failure (days) First Time Fix (%) National Mean Molecular Immunoassay Clinical Chemistry Lab Automation Applied Science* *Includes all MagNA Pure models, LC 480 and GSFLX Source: PRISMA Service Data: 12 month period ending 4/30/2012 The cobas installed analyzer base has an average system uptime of more than 99 percent. 1,2

5 We invest in state-of-the-art technology to ensure maximum uptime and exceptional customer experience. Technology A nationwide knowledge management system unparalleled in the industry A set of remote solutions to proactively predict and repair your systems A software simulator program to increase prompt resolutions when connectivity is not available A contemporary interactive voice response tool Education A comprehensive education program that includes webcast seminars, on-site, and classroom training, as well as professional credits (P.A.C.E. ) for your personnel Access to MyLabOnline website for tools and services to help with productivity and continued education

6 DISCOVER Discover The professionals within the Roche Support Network are involved early in the process to help understand the specific goals and objectives of your organization. What happens during the Discover phase? Understanding your goals and objectives Exploring solutions to support your objectives Sharing thought leadership and industry best practices Assessing your IT, workflow, human capital and space needs How does this happen? Project Management Change Management Laboratory IT Planning You will have an Implementation Manager helping you every step of the way.

7 DISCOVER We were looking for a vendor who understood us as a customer and who really took the time to learn about our needs and patient population Roche spent time in our laboratory, investigating our different shifts and assessing our workflow efficiency Susan Mammina Director, Laboratory & Pulmonary Services Spectrum Health

8 TRANSITION Transition The Roche Support Network confirms final details for that best-fit solution and ensures a smooth transition for you, your staff, your physicians and the patients they care for. What happens during the Transition phase? Confirming final details of the best-fit solutions Preparing a detailed change program for transition Advancing the skills and awareness of your team Executing and shepherding the transition process How does this happen? Laboratory Design Operator Training (Indianapolis and on-site) IQ/OQ (as available) Assay Implementation Program (as available) Roche has more than 700 qualified support professionals providing exceptional customer support, ensuring your transition goes as smoothly as possible.

9 TRANSITION The Project Manager team did a great job of talking us through the whole process from start to finish. They set the expectations up front so we knew what was going to happen. Jonathan Bautista, Vice President of Laboratory Marketing & Operations The Blood Center

10 CONSULT & SUPPORT Consult & Support The Roche Support Network provides on-going, on-site and off-site support to you and your team. What happens during the Consult & Support phase? Providing on-going, on-site and off-site support Executing regularly scheduled maintenance Remotely monitoring on-going performance Optimizing your business through scheduled checkpoints Continuously advancing your team s skills and expertise How does this happen? Test Menu Optimization Checkpoints Customer Business Reviews Remote Solutions 24/7 Technical Support Center Escalation Support We proactively support your laboratory needs and provide updates through consultative annual business reviews.

11 CONSULT & SUPPORT The biggest thing for us is the Field Application Specialist (FAS) and he is the one who came in to do training and helped us retrain where necessary. He s been the best part of the Roche experience. He really stands out. Supervisor of Special Chemistry Large, academic cancer center in Texas

12 With Roche, customers receive high-quality system performance backed by industry-leading support through the complete experience, ensuring their labs run efficiently and effectively to meet their business goals. Customers trust that the Roche Support Network provides support they can feel, but can t always see. 1 PRISMA Service Data; 12 month period ending 4/30/ PRISMA Service Data; 12 month period ending 4/30/2012. Roche 9115 Hague Road Indianapolis, IN MyLabOnline.com COBAS, COBAS Z, GS FLX, LIGHTCYCLER, MAGNA PURE and MYLABONLINE are trademarks of Roche. P.A.C.E. is a trademark of the American Society of Clinical Laboratory Science Roche Diagnostics. All rights reserved