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Medela is one of the world’s leading companies in the development and manufacture of breastfeeding products and concepts as well as medical vacuum technology solutions. A family-owned company with a global presence in Europe, America and Asia, Medela has 21 locations worldwide and a sales network of independent partners in over 100 countries. The company has production and warehouse facilities in Switzerland, the US and China. With over 1800 employees, Medela improves health and well-being through knowledge-based and innovative solutions for human milk and medical vacuum, empowering mothers, babies and patients to live their lives to the fullest.

Medela was looking for solutions to modernise its contact centre for the entire group, to enable a fast, flexible and modern way of communicating in the future, scalable at all locations worldwide, thus improving the customer experience.   

How to select the right solution

The company has 21 offices worldwide, with each of the locations having country-specific regulations and local requirements. This has resulted in a complicated scope with many different needs and KPIs. The technical implementation was to evaluate a viable system that would meet the requirements for a high quality customer service contact centre and have sufficient functionalities to support their international expansion.

Implementation of Genesys PureConnect with CCR

CCR, a gold partner of Genesys, has replaced Medela’s contact center solution with Genesys PureConnect. PureConnect is part of the Genesys Customer Experience Platform portfolio, designed to create a consistent, smooth and personalised next-generation customer experience.

The project began in late 2019 with the CCR team completing the project in record time. CCR has implemented the solution as an on-premise model at the Medela headquarters in Baar, Switzerland.

Meanwhile, the Medela team has been using the Genesys PureConnect platform. Michael Engels, Head IT Business Support International & Greater China, emphasises: “We have started well and are pleased with the results so far. The new system provides us with a more accurate insight into our contact center operations and efficiency. This enables us to provide our customers with a faster, better and more comprehensive service”. Furthermore, phones and headsets were replaced with new digital VoIP devices to further optimize the experience on both sides.

Ali Murat Gürçay, Senior Manager at CCR, says: “We are glad how fast and easy-going Medela has adopted the Genesys contact center platform, much faster than we had expected, making this Genesys PureConnect project a thorough success.”

Digitisation and CX in healthcare 

Since the beginning of our partnership, CCR has convinced Medela with an outstanding service orientation. “I was impressed with the competence and speed of the implementation”, Michael Engels confirms and adds: “We are content with the partnership, service and quality, as we share the common goal of creating a state-of-the-art platform for Medela to deliver excellent customer experience. We are glad to know CCR in our corner, virtually and physically.”

Future projects 

CCR has become a valuable business partner, consulting and supporting Medela in several projects, most recently in the provision of business communications solutions. So a future collaboration might be viable as there are plans to implement a similar solution in the US operations of Medela in Chicago.    

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