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Stories of our customer success
Discover our repository of case studies that showcase real-world examples of how we are modernizing data for customers.
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Improved Business Experience with an End-to-End Customer Self-Service Ecosystem
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Highlights
24x5 coverage with weekend support provided for all client geographies
15% reduction in incidents QoQ by addressing long-standing issues
Enhanced capacity of L3 support by reducing the time spent on L1/L2 support
Overview
Mastech InfoTrellis partnered with a leading medical device manufacturer to enhance their business experience with data modernization and an improved customer service ecosystem. We optimized their customer service process through a comprehensive managed services program, implemented efficient DataOps practices, and enhanced data quality management. We expanded the platform's capabilities by prioritizing critical business backlogs, enabling the organization to drive growth and deliver superior customer service.
Client
A leading medical device manufacturer
Geography
Americas, EMEA, and APAC
Industry
Healthcare
Tech Stack
Oracle B2C Service CRM, Reltio MDM, Smarteeva GCP, dbt, Snowflake, Confluent Cloud (Kafka)
The Challenges
- The client wanted an effective DataOps framework for their newly deployed data fabric.
- They also wanted data modernization to efficiently manage a globally distributed data platform on a modern data stack.
- To accommodate the rising global demand, the client aimed to make the customer service platform scalable.