Both experienced the journey of integrating IDS structures into Euroimmun firsthand: Anke Behne-Wachholz, Head of Customer Technical Operations, and Emma Storey, lead for the ChLIA Technical Services team, which consists of colleagues from both Euroimmun and IDS and is dedicated to supporting customers with questions and issues related to ChLIA automation.
“Looking back on the past months, there is a great deal we can be proud of. Since the integration of the IDS teams into the Euroimmun Customer Service organization in November 2024, not only has our structure evolved, but we have also built a strong partnership that demonstrates what can be achieved when people from different backgrounds work toward a common goal,” says Anke.
From the very beginning, Anke and Emma realized how well they complemented each other. Although they came from different organizations, they shared the same vision of leadership and customer service: a respectful, collaborative and solution-oriented approach to finally provide our customers with fast, competent, and reliable support.
“What initially started as an organizational change quickly developed into a genuine partnership”, confirms Emma. “Today, our teams work seamlessly across company boundaries, sharing knowledge, supporting one another, and pursuing common objectives. The distinction between “Euroimmun” and “IDS” has become increasingly less relevant in our day-to-day work. Instead, we see ourselves as one team.”
A major milestone was reached in April 2025 when the Euroimmun First-Level Support team took over responsibility for the IDS hotline. Since then, all incoming inquiries from direct customers have been received centrally, assessed, and routed to the appropriate specialist teams. For the ChLIA Service team, this meant becoming even more deeply integrated into the daily service processes at Euroimmun. Anke is looking back on the past two years very positively:
“What has impressed us most is the openness and positive attitude with which our colleagues have embraced this journey. Integration is about much more than organizational charts and processes. It thrives on trust, mutual respect, and a willingness to learn from one another. These are exactly the qualities we experience every day in our collaboration and in the teams we work with.”
In this spirit, the IDS and Euroimmun Service teams came together in Travemünde last year for a series of collaborative workshops, creating a valuable opportunity to share expertise and align key processes and systems such as the central Euroimmun laboratory management system EuroLabOffice. These sessions proved highly successful, not only strengthening technical knowledge across teams but also building open communication and stronger working relationships.
“We are excited to continue this journey, tackle new challenges side by side, and further strengthen the collaboration between Euroimmun and IDS. Our experience has shown that the best results are achieved not when we work alongside each other, but when we work together as one team,” concludes Emma.
