The Challenge

A leading global medical device manufacturer specializing in glucose monitors was dedicated to improving diabetes care by ensuring their devices were easy to set up, use, and provide accurate readings.

However, despite being a trusted name in the industry, the company faced a crucial challenge:

• How effective were their glucose monitors for real-world users?
• How well were their call center agents assisting patients when they needed help?

To improve customer satisfaction (CSAT) and patient outcomes, they needed a flexible and real-time solution to:

• Survey patients and caregivers about their experiences using glucose monitors.
• Assess call center performance, identifying areas for improvement.
• Analyze feedback to enhance device usability and customer support.

The Solution

To address these needs, the medical device manufacturer implemented Aumtech’s Voice Survey Solution, enabling them to collect and analyze real-time feedback from patients and caregivers through automated phone surveys.

With this solution, the company could:
✔ Gather immediate feedback from patients on device usability.
✔ Evaluate call center agent performance based on customer interactions.
✔ Analyze trends to identify product and service improvement opportunities.
✔ Ensure compliance with industry standards by continuously refining device setup instructions and usage guidelines.

By deploying 100,000+ voice surveys annually, the company obtained valuable, unfiltered patient insights that helped shape its approach to product development and customer service.

The Customer Experience

With automated voice surveys, patients and caregivers were empowered to provide direct feedback on their experience, ensuring that:

• Issues with device usability were quickly identified and addressed.
• Call center interactions were consistently monitored for quality assurance.
• Patients felt heard and valued, leading to stronger relationships with the brand.

Additionally, the feedback loop allowed call center agents to receive real-time coaching and training, ensuring continuous service improvement and a better overall customer experience.

Meanwhile, call center agents shifted focus to more complex, high-value interactions, improving service quality for patients who truly needed human assistance. And when it did come time to escalate to a live agent, Aumtech’s rich communications platform provided the path to get the customer connected quickly and efficiently with added capabilities of screen share, file share and video.

The Win

By leveraging Aumtech’s Voice Survey Solution, the medical device manufacturer successfully:

• Increased CSAT scores by over 25%, demonstrating improved patient satisfaction.
• Strengthened customer loyalty, ensuring long-term relationships with patients and caregivers.
• Collected over 100,000 voice surveys annually, providing a rich source of real-time data for continuous product and service improvement.

Results and Value

The impact of implementing real-time voice surveys was significant:

• 25%+ increase in CSAT
• Greater customer loyalty and trust
• 100,000+ surveys conducted annually to drive better patient care

By taking a data-driven approach to customer engagement and product enhancement, the medical device manufacturer successfully improved both patient experiences and operational efficiency, reinforcing its position as a leader in diabetes care solutions.