Customer Experience Transformation Case Study Building World-Class Digital Experience for a US-Based Global Medical Technology Company Our client, one of the world’s leading medical device companies and a global leader in breast and skeletal health, was grappling with a less than optimal digital experience delivery. The company was growing, but it had not modernized its customer service capabilities. Telephone still serving as primary service channel. Business need: Enable anytime, anywhere self-service that would seamlessly meet the needs of customers and partners Enable a scalable and flexible digital experience for the expanding business Transform to a next-generation, customer-centric company Being a Salesforce Gold Partner, we helped the medical technology giant leverage the AI-powered Salesforce Community Cloud and connect all the dots for integrating customer data, personalizing customer interactions and transforming digital experiences. Benefits: 20% decrease in costs to serve a customer 30% decrease in number of service requests due to effective self-service capabilities of the portal