Improving Customer Service in the Manufacture & Service of Non-invasive Orthopaedics

Ossur TechnologyÖssur 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.

Watch 5-year old Braylon O’Neill Taking Strides with Össur Technology

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.

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