Case Study: Medela achieves unified global support and improved service quality with Talkdesk

Streamlining support for moms and healthcare professionals at Medela

Medela, a global leader in breast milk feeding products and healthcare support, needed to upgrade its customer service operations because its previous contact center lacked modern features, customer-journey visibility, and global consistency. To improve support for moms and healthcare professionals, Medela selected Talkdesk, including Talkdesk for Salesforce and omnichannel contact center capabilities.

Talkdesk implemented a cloud-based contact center solution with IVR, chatbots, quality management, interaction scorecards, and customer feedback surveys, plus integrations with Salesforce and SAP ERP. As a result, Medela gained a 360° view of the customer journey, unified support across 20 global subsidiaries, improved agent coaching and operational efficiency, and significantly raised service quality.

Medela

Jocelyn Ang

Senior Manager for Network Services and Collaboration