Activity

Meeting with Eurobio Scientific Michael Glacken September 04, 2025 • 34 mins • View Meeting or Ask Fathom ACTION ITEMS ✨ Email Andrew/Nicole by tomorrow - confirm Sandwell's preferred instrument & methodology for testing Vin Raninga Get pricing for 3rd party testing once Vin provides methodology info Andrew Hartmann Process credit note request for Sandwell customer refund after receiving invoice details Andrew Hartmann Specify invoices for Sandwell customer refund credit note to Andrew Michael Glacken Send complete product catalog + individual product sheets to Eurobio team Andrew Hartmann Share feedback w/ UTAK team re: creating summary flyer (A4, double-sided) of all controls Andrew Hartmann MEETING SUMMARY ✨ General Template Customize • Change Template Meeting Purpose Discuss third-party testing options for Sandwell Hospital and address ongoing customer service issues with UTAK Laboratories. Key Takeaways • Eurobio to confirm Sandwell's preferred testing methodology for third-party lab option • UTAK transitioning to dedicated account rep system; Andrew Hartmann assigned to Eurobio UK • Eurobio requesting full refund for Sandwell due to repeated issues; UTAK to consider credit note • Quarterly check-ins and annual reviews planned to improve partnership and track metrics Topics Third-Party Testing for Sandwell Hospital • Eurobio to confirm Sandwell's preferred instrument and methodology for testing • UTAK to match methodology with third-party lab partner • Proposal to do split sample testing (customer + third-party) for first trial to build trust • UTAK to provide pricing once methodology confirmed • Goal is to streamline process: PO placement → longer lead time → finished product delivery Customer Service Improvements • UTAK implementing dedicated account rep system • Andrew Hartmann assigned as direct point of contact for Eurobio UK • Quarterly check-in meetings to be scheduled • UTAK aiming to improve from current 4-5/10 satisfaction rating Refund Request for Sandwell Hospital • Eurobio requesting 100% refund for Sandwell due to 4 separate issues over past year • Michael Glacken asked if UTAK can provide credit note to support this goodwill gesture • Andrew to review specific invoices and discuss internally at UTAK Marketing Materials • Eurobio requested condensed 1-page flyer summarizing UTAK's product offerings • Current catalog seen as too comprehensive for quick customer visits • Andrew to share existing product sheets and explore creating a simplified version Business Development • Eurobio actively prospecting trace elements and toxicology labs • Plans for joint webinars/workshops with UTAK to engage potential customers • Andrew offered to join virtual presentations to support sales efforts Next Steps • Vin to confirm Sandwell's preferred testing methodology by tomorrow • UTAK to provide third-party lab pricing once methodology confirmed • Andrew to send complete product catalog and individual product sheets to Eurobio team • UTAK to consider creating condensed 1-page product overview flyer • Eurobio to share supplier review metrics with UTAK on quarterly/annual basis • Schedule next quarterly check-in meeting View Meeting → Section Question Customer Answer Business Relationship How satisfied are you with UTAK Labs as a partner? 5/10 product are great, service can be improved. Metals QC issue 5/10 lack of service, product is great. We are responsive when asked Business Relationship What is the most valuable aspect of our partnership? Their customers love our products, custom products, niche they can offer. QUality Business Relationship Are there any areas where you’d like to see us improve? Communication, Solutions from A to B. Getting the customer issues resolved quicker. Internal communication on samples Product & Service Usage Have you adopted any new testing or methods this quarter? Performance & Value What metrics do you track to measure our impact on your business? Leads, complaints, troubleshooting. Supplier review process. They can share yearly Future Plans & Opportunities Are there upcoming projects where UTAK Labs could provide more value? Agressively prospecting on trace elements and toxicology labs. No results yet regarding success rates. DO a joint webinar or similar with Eurobio Product & Service Usage Which of our products/services are you currently using? Prioratizing trace elemnts and toxicology controls Product & Service Usage What challenges have you faced with our products/services? Customer service issues- mainly from lack of communication and sample/baseline issues Performance & Value Do you feel you are receiving the expected ROI from our solutions? Performance & Value How have our products/services impacted your business this quarter? Support & Communication How would you rate the responsiveness of our team? The team is very responsive when asked, but is not proactive in information sharing Support & Communication Are you satisfied with the support and resources provided? Not really- support when an issue is raised is addressed quickly but they wish to prevent the issue from occuring in the first place. Support & Communication What can we do to better support your team? Proactive communication Future Plans & Opportunities What are your key priorities for the next quarter? Agressively trying to expand UTAK business Future Plans & Opportunities Would you be open to exploring new solutions we’re developing? Overall Experience What’s one thing we could do to make your experience exceptional? Overall Experience Would you recommend UTAK Labs to other companies? Why or why not? Overall Experience Do you have any other feedback or suggestions? Like the QBR idea and dedicated account rep. We are communicative when they reach out.