Case Study: Dräger improves customer experience and loyalty with InMoment

Dräger rolls out customer feedback across 17 countries with InMoment

Dräger, an international leader in medical and safety technology, faced a challenge with its long, infrequent customer satisfaction surveys. The previous method resulted in low completion rates and poor acceptance from non-German markets. To gain a more precise understanding of customer requirements and improve loyalty, Dräger partnered with InMoment to pilot a new customer experience program called BRIDGE.

InMoment implemented a more flexible software platform for BRIDGE 2.0, featuring real-time reporting, daily hot alerts, and targeted closed-loop case management. This solution provided decision-makers with better intelligence and enabled them to quickly verify and solve customer problems. As a result, Dräger achieved increased customer loyalty and retention, a higher success rate in resolving issues, and a strengthened commitment to its customer experience strategy across the organization.

Dräger