Case Study: Fortune 500 Medical Technology Company achieves streamlined omnichannel customer journeys with Newgen Software

Fortune 500 Medical Technology Company Transforms its Customer Journey with Enterprise-Wide BPM implementation

A Fortune 500 medical technology company with a presence in 50 countries found its customer journey fragmented across disparate systems and multiple touchpoints. Customers and employees lacked a unified view and contextual information, resulting in poor standardization, high reconciliation effort, low process resiliency, reliance on tribal knowledge, and reduced employee productivity.

The company implemented Newgen’s OmniFlow iBPS platform to centralize and orchestrate processes, connect front‑end channels to back‑end systems, and automate routine tasks with RPA. The solution standardized workflows, reduced customer touchpoints, increased process visibility, shortened cycle times, and empowered staff to focus on higher‑value customer interactions.