Case Study: Össur (global leader in non‑invasive orthopaedics) doubles customer feedback and cuts resolution time by 70% with Genpact Cora Orchestration

Improving Customer Service in the Manufacture & Service of Non-invasive Orthopaedics

Ossur, a global leader in non‑invasive orthopaedics, faced rising complexity after rapid growth and acquisitions that left its customer feedback (CF) process slow, hard to register and poor at capturing input. Seeking to double feedback capture and cut resolution time by 60%, Ossur engaged Genpact Cora Orchestration to modernize the CF workflow, integrating an orchestration/iBPMS solution with Microsoft Dynamics NAV for initial registration.

Genpact Cora Orchestration implemented a redesigned TO‑BE CF process, using its orchestration platform for resolution workflows and Dynamics NAV for fast intake, guided by BPM and agile delivery with local change agents for rollout. The result: registration time fell from 5 minutes to under 1 minute, feedback capture doubled, resolution time for inspected products dropped ~70%, and real‑time dashboards and BI improved monitoring and continuous improvement across Ossur’s operations.

Ossur