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Improved Business Experience with an End-to-End Customer Self-Service Ecosystem

Highlights

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24x5 coverage with weekend support provided for all client geographies

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15% reduction in incidents QoQ by addressing long-standing issues

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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)

Tags: Data-as-an-Asset

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. 
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