Speeding Up the Customer Feedback Loop
Company Size
11-200
Region
- America
Country
- United States
Product
- Arena
- Zendesk
- BrightReps Sidekick
Tech Stack
- Cloud-to-Cloud Integration
- CRM App Stores
- Product Realization Platform
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Consumer Goods
- Healthcare & Hospitals
Applicable Functions
- Quality Assurance
Use Cases
- Predictive Maintenance
- Remote Asset Management
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Kinsa is a forward-thinking company dedicated to curbing the spread of illness through innovative technology. They have reimagined the traditional thermometer, transforming it into a smart device that not only measures temperature but also provides a support system for families. Led by executives with experience from high-tech companies like Fitbit, Apple, and Netflix, Kinsa has achieved significant milestones, including the first FDA-cleared smart thermometers and a collaboration with Sesame Street. Their mission is to leverage connected products to help people and communities stay healthy and guide them toward recovery when they fall ill.
The Challenge
Kinsa, a company focused on stopping the spread of illness through innovative smart thermometers, faced challenges in managing product and quality data as they scaled. Initially using Microsoft Office for tracking, they quickly realized the need for more scalable solutions. The company experienced system proliferation and duplication, with separate systems for ticketing, customer communication, and FAQ management, leading to inefficiencies. Regulatory requirements for traceability and transparency in the customer complaint process further complicated their operations.
The Solution
To address their challenges, Kinsa implemented Arena for product record control and Zendesk for customer ticketing. Jason Howard, Director of Customer Happiness, led an initiative to standardize on Zendesk, fully implementing it for customer-facing operations. For the customer complaint process, Kinsa expanded the Arena product realization platform to include full quality management and training record management. This allowed them to manage critical product-related processes in a unified system. The integration of Arena with BrightReps Sidekick for Zendesk solved the manual challenge of linking support tickets to customer complaints. This integration enabled the customer support team to escalate tickets to product complaints with a single button click, streamlining the process and saving time.
Operational Impact
Quantitative Benefit
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