Improving Customer Service in the Manufacture & Service of Non-invasive Orthopaedics
Össur is a global leader in non-invasive orthopaedics. From its headquarters in Iceland, the company maintains a presence in the Americas, Europe, Asia and beyond where its mantra, “Life Without Limitations”, is embraced by some 2200 employees.
PNMsoft Sequence iBPMS was chosen to implement Össur’s customer feedback process.
The benefits included:
- Reduction in registration time for Customer Service from 5 minutes to under 1 minute.
- Doubling of feedback capture based on the new Customer Feedback process/system.
- 70% reduction in resolution time when Össur receives the product for inspection.
- Easier monitoring on the new CF process with PNMsoft Sequence dashboard metrics.
Össur won Gartner’s BPM Excellence Award at the Gartner BPM Summit in London,
March 19-20, 2014.