Case Study: Laerdal unlocks 100% of customer feedback with Sturdy

How Laerdal unlocked 100% of its customer feedback with the press of a button

Laerdal, a multinational medical equipment company, faced a significant challenge in understanding its customers due to a heavy reliance on traditional surveys. This approach provided feedback from only 5% of their customer base, creating a large blind spot. Their internal feedback was also subjective and inconsistent, making it difficult to get an objective view of account health and customer risk. They turned to Sturdy to overcome these obstacles.

By implementing Sturdy, Laerdal automated the collection and analysis of customer feedback from all communications. The solution provided objective account summaries with "the press of a button," eliminating the need for teams to manually sift through data in systems like Salesforce. This gave them a complete, data-driven view of their customer base. The results included the ability to proactively identify risks and product gaps, which led to a massive increase in team productivity by cutting down the time spent on manual data gathering.

Laerdal

Mike Evans

Director of Customer Care and Analytics