Speeding Up the Customer Feedback Loop
公司规模
11-200
地区
- America
国家
- United States
产品
- Arena
- Zendesk
- BrightReps Sidekick
技术栈
- Cloud-to-Cloud Integration
- CRM App Stores
- Product Realization Platform
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
技术
- 应用基础设施与中间件 - 数据交换与集成
- 功能应用 - 企业资源规划系统 (ERP)
- 功能应用 - 远程监控系统
适用行业
- 消费品
- 医疗保健和医院
适用功能
- 质量保证
用例
- 预测性维护
- 远程资产管理
服务
- 软件设计与工程服务
- 系统集成
关于客户
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.
挑战
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.
解决方案
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.
运营影响
数量效益
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