For a company whose products have helped enable such significant contributions to medical research, biotechnology, and other scientific endeavors, New England Biolabs® (NEB®) is driven by a surprisingly low-tech company philosophy that can be distilled down to three core values: passion, humility and being genuine.
One common point of pride you’ll hear when you speak to the staff of NEB, for example, is that when customers call the company, they will reach a live person and not just a maze of automated greetings and options. In fact, the company has built a unique call-center operation to connect customers who have technical questions about NEB products with the scientists who’ve helped develop or manufacture those products, or customer service representatives that can assist with orders and billing questions.
This commitment to outstanding service helps explain why NEB has become one of the world’s most sought-after suppliers of cutting-edge technologies used in gene expression, synthetic biology, RNA analysis, and molecular diagnostics. Customers around the world—from geneticists to medical researchers, to scientists at pharmaceutical firms—know that when they need help with an NEB product, they can always reach a scientific expert at the company.
In 2018, NEB’s growth led the company to start planning on the expansion of the company headquarters facility. With the prospect of equipping the office expansion with communications infrastructure, NEB’s IT team had to reexamine their plans for the company’s aging phone system.
