Customer Success
Get expert guidance and support to ensure your R&D success
Our approach to your success
Whether you're an established global biotechnology company, a newly-formed startup, or anywhere in between, we want you to succeed with Benchling. Our Customer Experience team understands your R&D and knows what it takes to design, implement, and support cloud-based solutions for biotechnology. We’ll make sure you start your Benchling journey with a trusted solution, and be there with you every step of the way forward.
Holistic support
Benchling’s approach to Customer Success covers everything your R&D team needs to thrive
Product training
Skill up your R&D team with flexible, tailored training optionsProduct support
Get your technical questions answered quickly by knowledgeable product specialistsAdvisory services
Put Benchling’s team of technical experts in your corner to drive long-term successCustomer Success
Partner with Benchling to take a data-driven approach to your success
Success packages
Ensuring every customer gets responsive, proactive, and trusted support for their R&D
Standard
Included with all licenses. Every Benchling license includes comprehensive support to keep your R&D running at full speed, all the time.
Responsive product support across email, web, and Benchling applications
Access to self-serve tools such as Learning Labs and Help Center
Best Practice guidance from Benchling's Customer Success team
Premier
Premium support suited for high growth R&D organizations that value direct access to Benchling experts for technical, administrative, and customer success services.
Faster support response times and custom product trainings
Engagement with Technical Account Manager for administrative and optimization services
Customer Success Manager to guide business reviews and success plans
Enterprise Premier
Our most comprehensive tier of support for larger, complex R&D organizations that want expanded access and partnership with Benchling experts
24/7 product support and additional custom trainings
Customer Success Manager and Technical Account Manager with increased frequency for all services
Access to Enterprise Solutions Architect for technical reviews and additional optimization services
Compare Success Packages
Standard
Premier
Enterprise Premier
Pricing
Included with all Benchling licenses
Paid based on # of user licenses
Paid based on # of user licenses
Professional Services Discount
0%
5%
10%
Product support via in-app, web, and email
Product Support coverage
8 hours
5 days/week
5 days/week
24 hours
5 days/week
Faster response time
5 days/week
Faster response time
24 hours
7 days/week
Named Benchling Product Support Analyst
7 days/week
Named Benchling Product Support Analyst
Custom training courses
Fee-based
Customer Success Management
Foundational Customer Success Program
Customer Success Manager with monthly consultation
Customer Success Manager with weekly consultation
Success plans and business reviews
Technical Account Manager for tenant configuration, maintenance, and management
Access to Optimization Services
Access to Named Enterprise Solutions Architect for technical roadmap reviews
Standard
Pricing
Included with all Benchling licenses
Professional Services Discount
0%
Product support via in-app, web, and email
Self-serve Help Center
Product Support coverage
8 hours
5 days/week
5 days/week
Access to Learning Labs training content
Custom training courses
Fee-based
Customer Success Management
Foundational Customer Success Program
Success plans, business reviews, value assessments
Technical Account Manager for tenant configuration, maintenance, and management
Access to Optimization Services
Access to Named Enterprise Solutions Architect for technical roadmap reviews
Premier
Pricing
Paid as a % of annual licensing spend
Professional Services Discount
5%
Product support via in-app, web, and email
Self-serve Help Center
Product Support coverage
24 hours
5 days/week
Increased response time
5 days/week
Increased response time
Access to Learning Labs training content
Custom training courses
Customer Success Management
Customer Success Manager with monthly consultation
Success plans, business reviews, value assessments
Technical Account Manager for tenant configuration, maintenance, and management
Access to Optimization Services
Access to Named Enterprise Solutions Architect for technical roadmap reviews
Enterprise Premier
Pricing
Paid as a % of annual licensing spend
Professional Services Discount
10%
Product support via in-app, web, and email
Self-serve Help Center
Product Support coverage
24 hours
7 days/week
Dedicated support queue
7 days/week
Dedicated support queue
Access to Learning Labs training content
Custom training courses
Customer Success Management
Customer Success Manager with weekly consultation
Success plans, business reviews, value assessments
Technical Account Manager for tenant configuration, maintenance, and management
Access to Optimization Services
Access to Named Enterprise Solutions Architect for technical roadmap reviews
In-App Support puts live help at your users’ fingertips
In-app support chat provides direct access to our customer support team.
Service-level agreement ensures timely response to any questions.
Our SaaS approach and agile development model ensure fixes are rolled out ASAP, without any downtime.
Relentlessly focused on your success
99%
customer retention rate
95%
post-implementation customer satisfaction rate
60%
improvement in overall product satisfaction
At ElevateBio, we’re committed to powering the creation of innovative therapies for patients. When we think about the evolution of the cell and gene therapy industry and R&D, we not only look for new technologies but also for partners to help advance our processes as well. Benchling has continually provided us with expert delivery, support, and best practices, and has been a partner in our success with this platform.
