A Medical Devices Company

The client released a new version of their product which is estimated to increase their customer base by 20x over the next few years. To handle such a drastic increase in their customer base, Fresh Gravity helped the client build a direct-to-consumer solution in which the customer would have an Amazon-like experience with real-time matching and merging of profiles. This solution helped the client manage their additional customers and maintain costs of support and sales while providing the customer a 360 view of their account and order information.

Problem

The client released a new product that could increase their customer base by 20x. Their support and sales personnel are localized to each country that they support. The client did not have a customer portal that allowed the customer to manage their account and create/manage orders for themselves and their dependents. The client currently has a customer app but all customer app accounts are not associated with the correct provisioned accounts causing the customer to have duplicate accounts.

Solution

Fresh Gravity worked with the client to build a new integrated Amazon-like customer portal that would allow the customer to manage their account/orders by reducing the need to contact support or sales. Fresh Gravity aligned and merged customer accounts based on country-specific match/merge rules and implemented a real-time solution to associate accounts using the combination of match/merge rules and matching transactional data.

Impact

The new solution is slated to be released in Dec 2024 and would allow the client to grow its customer base with little to no impact on their sales and support teams. The solution would also align the customer app accounts with the correct provisioned accounts giving the customer a complete 360 account experience for themselves and their dependents.