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 Platinum 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