CONFIDENTIAL 1

SLS – Services & LifeCycle Support

Albrecht Müller Division President Services & LifeCycle Support Bruker BioSpin AG

CONFIDENTIAL 2

• Service Processing with SAP - CRM • LabScape – New Product Portfolio • Depot repair process

• Customer Loyalty Survey 2015 and 2016 results

SLS – Services & LifeCycle Support

CONFIDENTIAL 3

Execution Reporting

Billing

SAP – CRM Process Flow

Material Logistic

Dispatching

3

Notification

Service Order

Dispatching spare parts Scheduling engineer

Consulting Categorization Cost estimates / quotes Service order

Open up case in tracking system

Execution Reporting Administrative closure of case

CONFIDENTIAL 4

Lab Scape BBIO – Product Portfolio

CONFIDENTIAL 5

Lab Scape BBIO – Product Portfolio

CONFIDENTIAL 6

LabScape Consumables

LabScape Analytics

Lab Scape BBIO – Product Portfolio

2017 Product Launches “Analytics”: • LabScape Analytics – Application support and consulting, asset

management and optimization services • Enlarging and completing our consumable offerings

CONFIDENTIAL 7

2016 Product introduction: • Lab Relocation services, including 3rd party instruments • GxP conformity in processing and reporting • “Connect” > Remote control of cryogen consumption of 4 K

magnets • “Quench recovery” included (in the unlikely event) • Magnet repairs due to quenches • Over 100 magnets connected in 2016

LabScape Connect

Lab Scape BBIO – Product Portfolio

LabScape Relocate

CONFIDENTIAL 8

Lab Scape BBIO – «Connect»

CONFIDENTIAL 9

Lab Scape BBIO – Depot Repair Process

CONFIDENTIAL 10

Depot Repair Process 2015

DE CH

FR

US

CN

JP

IN

Customer via local service office or direct to repair center

CONFIDENTIAL 11

Depot repair process since October 2016

DE CH

US

CN

JP

IN

Customer via local office and RMA process incl. repair time estimate

CONFIDENTIAL 12

Customer Loyality Program

1. Professionalism and courtesy of the engineer (4.7)

2. Knowledge and expertise of the engineer (4.6)

3. Satisfaction with the overall service performance (4.5)

4. Service engineer arrived on site within the expected time frame (4.4)

CONFIDENTIAL 13

Thank you for your Loyalty

CONFIDENTIAL 14