Case Study: Kinsa achieves 10x productivity and scalable FDA‑compliant complaint management with Arena Solutions

Speeding Up the Customer Feedback Loop

Kinsa, a maker of FDA-cleared smart thermometers on a mission to stop the spread of infectious illness, needed scalable, traceable processes for product quality and customer complaints as it grew. The small, fast-moving team had relied on ad-hoc tools and multiple overlapping systems (Zendesk, separate communication/FAQ tools, and Arena) which created duplication, inefficiency, and a manual handoff that made regulatory traceability difficult.

Kinsa standardized on Zendesk and Arena for product and quality management, then installed the Arena–BrightReps Sidekick integration so support agents can create Arena customer-complaint records from within Zendesk with one click and mapped fields. The change automated the complaint workflow, met regulatory requirements, drove a 10x productivity gain, delivered roughly 900% monthly recurring ROI, and scaled customer support efficiency for future growth.

Kinsa

Jason Howard

Director of Customer Happiness