Healthcare

Case Study: Manufacturer of Medical Devices

Situation
A medical device company was experiencing manufacturing problems that had the potential to destroy the trusted image of the brand. The first step was to improve manufacturing quality, but there was also a need to create an organization and culture which would respond positively to consumer complaints.

Solution
MCAworks teamed up with the manufacturer’s Customer Advocacy group in creating a mission of becoming the “voice of the user” within the organization. This group became the primary contact with the customer when there was a product complaint—as well as the internal “touch point” between users and company product solutions. Today, the Customer Advocacy group’s goal is to develop fact-based insights both to address user needs and issues, and to disseminate learning throughout the customer facing organization departments.

Results
This new organization has provided customers with a touch point for immediate response to their marketplace issues—and on the flip side, has allowed the marketing organization to have immediate access to customer insights that are quickly channeled into new product and service offerings.

Contact John Hawkins for more information.