Case Study: Becton Dickinson improves email support efficiency with Tekst

Becton Dickinson - Customer Case Study

Becton Dickinson (BD), a global medical technology company, faced significant challenges in managing its growing volume of customer support emails, especially after the COVID-19 pandemic. The lack of a centralized view made it difficult to track and respond to inquiries efficiently. To address this, BD turned to the vendor Tekst for a solution that could scale internationally and handle over 100,000 topics in multiple languages.

Tekst provided a solution that integrated seamlessly with BD's existing Outlook and PowerBI platforms, requiring no extensive training. The implementation delivered results within three weeks, providing instant insights into email traffic and response times. This enabled BD to achieve faster response times, better email management, and actionable insights for leadership without needing to add more staff.

Becton Dickinson

Christophe Boucquet

Customer Service Digitalization Manager