New customer experience apps move focus from paperwork to patients
Client:
Device TechnologiesChallenge:
- Inefficient, manual processes were causing excessive below the line costs, data entry errors and poor monitoring and risk mitigation
- Need for automation of key sales processes, streamlined booking procedures and control rapid growth
- Requirement to ensure surgeons and hospitals are delivered what they need and when they need to achieve the best patient outcomes possible
Solution:
- SAP Commerce Cloud implemented by DXC Oxygen
- Cloud-based customer experience applications
- A customer- and employee-friendly digital platform solution
Results:
- Improved booking efficiency by 40%, forecast to increase to 50%
- 95% reduction in booking errors over the first four months of operation
- Removal of duplicate bookings; improved customer services
From high-quality consumables to advanced theatre equipment and robotics, Australian-owned Device Technologies is dedicated to improving patients’ lives through leading edge technology and services. Since 1992, the company has successfully supplied hospitals and healthcare professionals with the finest medical solutions for their patients.
Challenge
Device Technologies has a large customer facing team consisting of sales consultants, sales managers and product managers responsible for the daily execution and success of the orthopaedic business. But without a digital platform to manage the booking of orthopaedic loan kits for customer use, all these roles were negatively affected by time-consuming manual procedures, data entry errors and poor monitoring and risk mitigation.
Solution
With over 100 trusted brands and 700 highly skilled staff Australia and New Zealand-wide, the company recognised it needed a digital platform to automate key sales processes and help control its rapid growth. To meet these objectives it engaged DXC Oxygen to implement SAP Commerce Cloud in a bid to move from a product focused mindset to one that put the customer front and centre.
In a three phase project, Device Technologies began by piloting an internal-facing surgery booking portal. Its aim was to stimulate productivity and efficiencies in the sales and customer service booking teams, as well as increasing the customer experience.
Results
Once the portal was implemented, Device Technologies’ sales team improved booking efficiency by 40%, forecast to increase to 50%, and was able to remove unneeded staff from the booking procedure – including two administrators who were re-tasked to higher value roles in customer service and logistics, also increasing employee satisfaction.
The new digital booking and consignment portals were readily embraced by Device Technologies staff with a 100 percent adoption rate of new procedures throughout the business.
Device Technologies was also able to remove thousands of duplicate bookings from its system and deliver a reserve logistics capability that allowed customers to return ‘used’ kits for replenishment and redistribution.
The ongoing partnership between Device Technologies and DXC Oxygen has allowed Device Technologies to position itself as a market leader, advancing its operating models and delivering better customer self-service.
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