customer stories
Providing the care their customers deserve.
USE CASE
Service & Support
INDUSTRY
Retail & Consumer Goods
INTEGRATION
Talkdesk for Salesforce
KEY METRIC
Enhanced service quality
Unified support across 20 global subsidiaries
Streamlining Support for Moms and Healthcare Professionals.
Since 1961, Medela has been a leader in research-based breast milk feeding products, hospital healthcare for maternity, neonatal and surgical care, and clinical education. With more than 1,500 employees in 20 locations worldwide and a distribution network in more than 70 countries, Medela supports millions of moms, new families, patients, and healthcare providers by turning science into care, building better health outcomes and nurturing health for generations. Central to this is the ability to provide excellent customer service whenever needed.
"We needed a system to capture a comprehensive view of our customer interactions to provide the best support possible. Our goal was to streamline our software solutions and find a cloud-based, feature-rich solution with global support, ease of maintenance, and full integration, enhancing both customer service and operational efficiency."
Jocelyn Ang senior manager for network services and collaboration at Medela
Medela’s move to Talkdesk has not only enhanced efficiency but also empowered the team to focus more on providing the care their customers need. Medela’s contact center KPIs have significantly improved, directly resulting from their efforts to integrate customer feedback. These improvements include unified support across 20 global subsidiaries, ensuring consistent service quality worldwide. The team has also enhanced service quality by leveraging real-time feedback to proactively address customer concerns and elevate standards. Additionally, agent performance has been strengthened through data-driven coaching, enabling more effective and efficient results. Ultimately, this transition supports Medela in turning science into care, supporting millions of moms, babies and healthcare professionals worldwide.
