From Lab to LIS: Connecting with Customers through Shared Experience and Common Goals

Dendi’s mission is to enable labs with innovative software solutions that not only streamline their workflows but also support their vital work in improving patient outcomes. However, our commitment to labs goes beyond just software. At the heart of our service is a team of dedicated individuals like Dylan Smith, an Account Manager at Dendi whose experience in clinical diagnostics makes him an invaluable partner to the labs we serve.

Here we highlight how Dylan’s lab background gives him unique insights into the challenges lab professionals face and how Dendi’s approach to personalized support has earned us the distinction of #1 Most Likely to Recommend. By shining the spotlight on the talented people that drive our solutions we hope to emphasize the incredible value that they bring to our mission and our customers.

From Lab to LIS: Connecting with Customers through Shared Experience and Common Goals

Prior to joining Dendi, Dylan Smith spent years working in labs managing operations across multiple sites where he helped to develop and optimize workflows and processes. His firsthand experience gives him a deep understanding of the complex needs of the lab industry and how to apply IT solutions to address them. He now brings this expertise to his Account Manager role at Dendi.

Dylan shared, “I was responsible for managing IT and LIS systems at Mako Medical (KY, OH, PA) and Prime Diagnostics, while also working closely with the operations teams. My focus was always on improving logistical workflows to ensure specimens were being processed quickly without sacrificing accuracy.” This intimate knowledge of lab operations also allows Dylan to understand the priorities of lab professionals as well as their needs, challenges, and frustrations.

“One of the biggest challenges in the lab environment is staying informed on industry trends and ensuring you’re always up to date. The diagnostics field is constantly evolving, and being adaptable is key to overcoming these challenges.”

Now at Dendi, Dylan’s firsthand experience allows him to offer more than just technical support—he provides meaningful solutions grounded in his understanding of how labs operate.

Bridging the Gap Between Software and Lab Operations

Dylan’s background in labs gives him a unique ability to communicate with our customers at a high level, understanding their pain points and offering tailored solutions.

“Having been in the lab myself, I can speak their language. I know what it’s like to deal with instrument malfunctions, workflow inefficiencies, and urgent turnaround times. This allows me to be a better advocate for our customers, offering real-world solutions that make a difference in their day-to-day operations.”

For instance, Dylan recalls a time when a customer faced issues with a hematology instrument producing inconsistent results which he had also experienced first-hand from his time in the lab.

“I had encountered similar issues before so I was able to troubleshoot with the customer and help them develop a more efficient testing workflow to maintain specimen stability.”

While this issue is distinctly not an issue with Dendi’s LIS software, we still maintain a policy to be proactive in resolving problems that we can, (though it would be much easier to advise customers to contact the instrument manufacturer or another third party). We understand that we’re all in this to help labs accomplish a job, and it’s this level of understanding that sets Dendi apart.

With individuals like Dylan, we’re able to better design the LIS with the needs of lab professionals in mind. But we don’t stop there—our goal is to ensure that customers are fully equipped to use the system to its fullest potential. Whether it’s streamlining order creation or interfacing with analytical instruments, Dylan works hand-in-hand with labs to optimize their workflows, ensuring they reap the full benefits of our solutions.

Delivering White-Glove Support

Dendi’s white-glove support philosophy is deeply embedded in our company culture. It means going above and beyond what’s required to ensure all customer needs are met. Dylan explains that it’s about being proactive, responsive, and always available to assist, whether it’s related to the LIS or broader operational challenges within the lab.

One of Dylan’s most memorable experiences exemplifying his commitment came during his time at a lab during height of the COVID-19 pandemic.

“We were providing testing to a large senior living community, and their courier fell ill. To avoid delays in their critical testing, I stepped in as a temporary courier while still managing my day-to-day responsibilities. It added hours to my workday, but it was important to me that our customers didn’t experience any disruption in service.”

This dedication to customer success is what defines Dendi’s approach. Dylan doesn’t just solve problems—he ensures that our customers feel supported at every step of the way, from onboarding to adapting to new software updates.

“Our product team is constantly improving the Dendi LIS, and I’m always available to demo new features and help labs integrate them into their workflows to improve efficiency.”

The Importance of Lab Experience in Customer Support

What truly differentiates Dendi from other LIS providers is our team’s real-world experience in the lab.

“Having firsthand knowledge of lab operations makes all the difference in customer support. It allows communication between Dendi and our customers to be seamless and direct. We understand their issues on a deeper level because we’ve been in their shoes.”

Dendi’s customer support is rooted in empathy and understanding. We don’t rely solely on technical knowledge—our team members bring a wealth of practical lab experience to the table. We believe that providing faster, more effective solutions to our clients is important to strengthening our relationships with them.

Dendi’s People Make the Difference

Dylan Smith’s journey from the lab to Dendi LIS exemplifies our unique human-centered approach in the LIS space. His deep understanding of the challenges lab professionals face, coupled with his commitment to white-glove support, makes him an indispensable resource for our customers.

At Dendi, we believe that true innovation is powered by people, not just technology. If you’re with a lab that is ready to optimize operations with a partner who understands your challenges and is dedicated to your success, we’d love to chat. Reach out today to learn more about how Dylan and the Dendi team can help you take your lab to the next level.