Charles R. Kummeth - Bio-Techne Corp.
Management
When we kind of began this model four years ago, we had R&D Systems brand and the brand is pretty well-known brand but very narrow. And we had roughly 15,000 to 20,000 products, which may sound like a lot of products, but when you get to antibodies, it's not. Our nearest competitor, Abcam was around 170,000 at that point, and I don't think they've changed much since then. When we picked up Novus, we added over 200,000 new antibodies, all from mostly from (47:44) and a couple of things that they made their own, so they made 4,000 or 5,000 antibodies themselves. So we're well over 20,000 antibodies now that we actually make and manufacture ourselves. And we source well over 200,000-plus on top of that. S o that gives a very wide diverse set of products and supporting everything from Western Blot to iCE (48:08) to all of different work streams that use antibodies. And from all the known makers of which we provide some of those brands, but we also use Novus brand as well as R&D Systems brand. This is a very much – this part is very much like an Abcam who actually source maybe the same (48:23) suppliers, to be honest. And I think on top of having the convenience and choice of our portfolio of our customers, I think the website and the tools we put in place to help sell this to customers has really vastly improved. Novus had a great site, and together, we've really improved it over all in the R&D Systems websites in our overall company website and access models. And that's also helped a lot. In addition, we picked up Protein Simple. We have the Simple Western platform, so we've actually went to the work of certifying a couple of thousand different antibodies doing the work ahead of time on the dilution levels and how to dial in these products so that you aren't wasting sample or antibody. So customers know what they buy, they can get to work right away, it's very productive, that has helped drive some growth. I mean there's a lot of tactics, but the overall, I think is Novus, Novus brand, the breadth, the better website, the better access, we follow customer metrics, we follow NPS, our NPS metrics have been going up continually, we have in R&D Systems well over 70% NPS, which is your Net Promoter Score. All these things matter and you got to keep working to make customers happy. And especially in academia and as you know, it's a very, very distributed model, so it's hard to drive overall – but hey we'll take the results, it's kind of working well.