Case Studies Speeding Up the Customer Feedback Loop

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	Speeding Up the Customer Feedback Loop

Speeding Up the Customer Feedback Loop

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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.

About 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.

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.

Impact #1	The integration of Arena and Zendesk streamlined Kinsa's customer complaint process, making it more efficient and reducing manual steps.
Impact #2	The unified system provided better visibility and traceability for regulatory compliance, ensuring high standards of quality management.
Impact #3	The implementation of BrightReps Sidekick made it easy for the customer support team to escalate tickets to product complaints, improving response times.

Impact #1

The integration of Arena and Zendesk streamlined Kinsa's customer complaint process, making it more efficient and reducing manual steps.

Impact #2

The unified system provided better visibility and traceability for regulatory compliance, ensuring high standards of quality management.

Impact #3

The implementation of BrightReps Sidekick made it easy for the customer support team to escalate tickets to product complaints, improving response times.

Benefit #1	Productivity gain of 10x
Benefit #2	Met regulatory product requirements
Benefit #3	Zendesk integration drove efficiency to scale

Benefit #1

Productivity gain of 10x

Benefit #2

Met regulatory product requirements

Benefit #3

Zendesk integration drove efficiency to scale

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Overview

Speeding Up the Customer Feedback Loop

Operational Impact

Quantitative Benefit