Medical technology powerhouse
Siemens Healthineers is a life sciences and medical technology giant with a presence in 150 countries and over 120 years of experience. Every day, an estimated 5 million patients worldwide benefit from its innovative digital technologies and services, including diagnostic and therapeutic imaging, laboratory diagnostics and molecular medicine.
Often the first point of contact, its contact centres keep customer service on track — from coordinating engineer appointments to resolving technical queries from clinicians who need on-the-spot answers. Previously, these siloed operations ran on unreliable PBX systems that stifled collaboration and service improvements.
“We were stuck in the analog world and wanted to get to a customer-centric model that was always-on and always there for our customers,” said Jochen Hostalka, Senior Vice President IT for Siemens Healthineers. “That meant finding a rock-solid cloud platform to support our digital partner ecosystem — one that allowed us to standardise, quickly execute and harmonise customer experience around the globe.”
Seismic shift in IT delivery
Starting with Gartner research and contact centre service rankings, Siemens Healthineers went through a five-step evaluation, including product demonstrations and candid conversations with several similar-sized customers of their shortlisted vendors as well as in-depth proof of concept phases with each of the final candidates.
“This enabled a decision to go with Genesys based on performance, support, price point and ease of implementation,” added Hostalka. “We were new to their technology. So, it was reassuring to have an expert partner in Cognizant with over 100 deployments under their belt.”
“We completely redesigned our call flows and rolled out a new global contact centre solution in just eight months — connecting 2,200 agents in 236 offices and 35 countries — a remarkable achievement that would have been unthinkable before,” said Hostalka. “And we’ve also established end-to-end 24/7 support around the globe.”
The Genesys Cloud CX platform can easily be integrated with the company’s existing internal ticketing system and agent workflows. Moreover, new sites can be remotely provisioned much faster, typically between six to eight weeks, using the same Genesys Cloud CX instance. “Managing IT projects from a distance, in different countries with different cultures and people you have never met, used to be a challenge,” added Hostalka. “Now, we have happier end users and just don’t see any issues when we go live.”