Case Study: Dräger achieves improved customer loyalty and faster issue resolution with InMoment

An Innovative Platform Leads to an Improved Customer Experience

Dräger, a global leader in medical and safety technology, needed a better way to understand and act on customer feedback. Their prior approach relied on lengthy, infrequent, centrally run telephone surveys that produced incomplete data and limited buy-in from regional markets, and their software lacked the flexibility to pinpoint issues or enable timely follow-up.

Working with InMoment, Dräger launched the BRIDGE programme—starting with daily, shorter transactional surveys and expanding rapidly across countries—and upgraded to BRIDGE 2.0, a flexible platform with real-time reporting, self-service dashboards, closed‑loop case management and analytics. The new approach delivered faster issue resolution, deeper customer dialogue (over 8,000 interviews in one year during the pilot), improved CRM alignment, and measurable increases in customer satisfaction, loyalty and retention.

Dräger

Hauke Gastmeyer

Head of Customer Experience Management