Transforming Customer Experience for a Global Medical Device Leader
A global medical device company with unparalleled product offerings and advanced technology had built a strong market presence with exceptional customer loyalty across both professional and end-user communities. Despite these strengths, the company faced growing challenges in retaining market share.
While the medical device market expanded, the client’s market share was eroding due to poor customer service (CX) in critical areas, including:
The inefficiencies across processes, systems, and customer touchpoints were driving dissatisfaction among professional and business clients.
Partnering with another consultancy, MOAT led a comprehensive review and optimisation of the client’s CX systems and processes. Key initiatives included:
CX Platform Enhancement: Adding a user-friendly veneer to the company’s website with dynamic routing and chatbots to prepopulate orders, ensuring accurate customer identification and product details.
Process Optimisation: Streamlining policies, procedures, and workflows to improve efficiency.
Data Quality: Conducting data cleansing to eliminate redundancies and errors.
Training and Enablement: Equipping teams with the skills to provide exceptional service.
Warehouse Optimisation: Redesigning the layout to prioritise fast-moving products for quicker order fulfilment.
Improved Customer Experience: Faster and more accurate B2B order handling and support.
Increased Efficiency: Optimised warehouse operations reduced fulfilment times.
Enhanced Market Position: Strengthened customer loyalty and regained market share through superior service.
MOAT’s innovative approach to customer experience transformation revitalised our operations, ensuring we meet and exceed the expectations of our professional and business clients.”
CX Company
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