Ypsomed's Challenge

Inflexible legacy telephony platform limited Ypsomed’s requirements to service its customers in a dynamic environment. 

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AWS PARTNER STORY

CloudWave empowers medical device company with flexible cloud contact centre.

About

The Ypsomed Group is a leading developer and manufacturer of injection and infusion systems for self-medication and a renowned diabetes specialist with over 35 years’ experience.

Client Industry:
Medical Device

Size of company:
1,900+

Location:
Australia

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Project Summary

The Ypsomed Group is a leading developer and manufacturer of injection and infusion systems for self-medication and a renowned diabetes specialist with over 35 years’ experience.


Ypsomed were faced with challenges with their telephony platform being inflexible and limiting  Ypsomed’s requirements to service its customers in a dynamic environment.  

 

CloudWave's Neon product delivered via our zero up front, Neon Now model, was built specifically to empower flexible and dynamic working whilst opening the door to the amazing suite of features and benefits the Cloud Communication Technology world has to offer.

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Helping Ypsomed deliver on their mission to make selfcare simpler and easier 

Solution

Ypsomed went to market to find a solution that was going to be nimble enough to stand up in a timely fashion whilst being capable of rivalling the feature set of the top end of town, and after doing some market research they were pointed in the direction of Amazon Connect on multiple occasions.


With a highly important medically significant customer base, Ypsomed needed reassurance the transition was going to be seamless, both from the customer and employee experience perspective, CloudWave ensured a seamless transition for Ypsomed.


As evidenced by Sarah Caine – Customer Service Manager at Ypsomed: ''CloudWave have been really supportive with our transition. They provided training for all our staff to make the implementation seamless. No issue or task has ever been a hassle. The product is really easy to use.''


Now that we have completed the phase one implementation of the CloudWave Neon workspace powered by Amazon Connect, we are embarking on an innovation journey partnership to deliver new channels of communication, automation and explore integration with the customer management system that which will provide them the ability to increase productivity, employee experience and customer experience across the board. 

 

CloudWave migrated Ypsomed into production within a month. 


We are excited to continue this journey with Ypsomed complementing the fine work they do providing important and empowering medical devices to the Diabetes community by ensuring they have access the best communication and customer experience technology in the market.

They were fantastic in implementation and delivering on the product that they showcased. They have been responsive with any issues we've had and also have implemented changes to our system to work within our parameters.

Jon Fung – Ypsomed Head of Operations

Technology Used

Using a combination of two of the most powerful technologies in the cloud contact centre space, Cloudwave were able to implement a best in class contact centre solution for COA.

Amazon Connect

Underlying contact centre technology providing access to the AWS ecosystem 

CloudWave Neon

Single pane of glass contact centre application uniting multiple systems and processes