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Industry
Medical Devices
Country
US
Waters Corporation: Simplifying Processes for Employees and Customers Using Aquant
About the Company
Waters Corporation, a leader in laboratory equipment and scientific solutions, aimed to leverage AI to enhance service delivery, optimize workflows, and improve customer satisfaction while maintaining a strong focus on operational efficiency and the customer experience.
The Challenge
- Improve decision-making through high-quality, relevant data
- Scale effectively while ensuring faster time to value
- Reduce inefficiencies, such as excessive parts usage
Why Waters Chose Aquant
“Working with Aquant allowed us to achieve faster time to value and scale more effectively. Their understanding of the service business landscape enabled us to roll out tools with exciting long-term potential that our employees are raving about.” — Ryan Makely, Senior Director of Global Service, Waters
Waters chose Aquant for its service-specific focus and flexible, evolving platform. The partnership empowered Waters to grow with AI, market shifts, and internal business goals—continuously adapting to customer needs and operational changes.
How Waters is Achieving Its Goals with Aquant
Cost Savings & Parts Optimization
Aquant helped Waters eliminate “parts shotgunning,” reducing costs and saving thousands—all while maintaining high customer experience standards.
Empowering Engineers & Enhancing CX
Waters aimed to put the subject matter expert in the palm of every engineer’s hand. With Aquant, they created a knowledge base that ensures expertise is available anytime, anywhere, and in any language.
Continuous Learning & Operational Efficiency
Aquant’s embedded feedback loop enables both macro and micro improvements to Waters’ knowledge base—driving continuous growth and better customer outcomes.
“AI is a tool, but collaboration is what drives success. By embedding AI into our workflows and listening to feedback from our engineers, we ensure the technology remains relevant and impactful.” — Ryan Makely, Senior Director, Global Service, Waters
