FAQ

How do I get started?

Visit our Get started page and find our guides with all the information you might need to get started on the Technical Service Platform. 

What are the main benefits of entering information into the Technical Service Platform?

All information shared by your team or Chr. Hansen experts can be found in one place. The platform enables easy access and quick responses to status updates, next steps, and other pertinent information.

Does it matter what information I enter into the Technical Service Platform?

Yes, it does. To be able to deliver useful data trends and benchmarks, we need data to be as consistent as possible and entered into the assigned fields. If it is not, you will get wrong or less accurate recommendations.

For example, if you send a request for support without specifying what culture is used and what situation you are experiencing, our application specialist will not be able to make useful recommendations.

What impact will this ”digitalization” initiative have on my work?

Our ambition is to support your decision-making with a data-centric approach. This will increase knowledge sharing and accuracy in your recommended actions.

What happens to my information in the Technical Service Platform?

At Chr. Hansen, we protect your data. Only relevant Chr. Hansen personnel have access to the information in the Technical Service Platform so we can best support you and deliver the results you need.

Will it be complicated?

It is not difficult to take samples the correct way and enter the necessary data on the Technical Service Platform. What might require additional effort is getting used to new processes. Therefore, it is very important to pay close attention when entering information into the platform, particularly during the first months of use.

Can I contact my account manager as I do today?

Yes. Personal interaction will always be a key part of our partnership with you. Using the Technical Service Platform is a supplement to our current interaction.

Who do I contact if I need help?

If you need anything, please contact your current sales representative and/our hotline support at [email protected].

Will this platform undergo changes along the way?

Yes, as we intend to improve the platform based on customer feedback. We will regularly introduce changes to improve your overall experience with the Technical Service Platform.

What is the best way of communication with the Chr. Hansen team when using the Technical Service Platform?

We highly recommend using the chat function on the case level to get all communication into the Technical Service Platform. The idea is to gather all communication, files and activities in one place.

Is the Technical Services Platform connected to the PhageWatch platform?

PhageWatch can be used as a “stand-alone” tool. However, you have a link from your phage-related case in the Technical Service Platform directly to PhageWatch. Documents and dashboards are only available in PhageWatch.

Is there any expiration on my Technical Service Platform account due to inactivity?

We have a “single sign on” function, where you only have one username and password for all the Chr. Hansen digital platforms. Your access will expire if you have not logged in to any tools for 6 months. If that happens you just ask to re-set the password to be re-activated. If you experience difficulties, our digital support team is ready to help you through mail at [email protected].

Will I be notified when samples get delivered to the Chr. Hansen lab?

You can always get updates on your case, including the status of your sample. If your samples arrive in unacceptable conditions, your account manager will communicate this to you.

Is there any way to get access to different plants from the same company?

Yes, you can see which plants you have access to in “My Account” under your profile. Reach out to your account manager if you need access to more plants.

What if I’m working on a case/project that can’t be shared with my colleagues?

Please contact your account manager to enable the “Confidential case” functionality. This is a function that enables only a defined team to access the case.