- Becton Dickinson (BD) is a global medical technology leader that manufactures
- and sells medical devices to hospitals, laboratories, and healthcare institutions worldwide.
- With a vast network of customers, BD faces the ongoing challenge of delivering exceptional service while managing an enormous volume of support requests.
- BD employs over 70000 people globally and generates a yearly revenue of approx 20 billion euro.
Table of content
Enterprise Automation in the Medtech Industry
How BD transforms customer service efficiency with Outlook & Tekst
BD (Becton Dickinson) in a nutshell
Managing a growing workload post-COVID
As BD grew, so did its customer support challenges. The company lacked a centralized view of its email traffic, which made it difficult to track and respond to customer queries efficiently. The post-COVID boom added more complexity as email volume surged, with inquiries ranging from order statuses to product delivery timelines.
"Complexity and volume of emails—especially after COVID—made it difficult to follow up," said Christophe Boucquet, Customer Service Digitalization Manager at BD. He explained that before Tekst, their only option to improve service was to hire more people. However, BD needed a solution that could scale internationally and handle over 100,000 topics in multiple languages.
Easy Tekst integration with Outlook and PowerBI
BD’s main goal was to find a tool that would seamlessly integrate with Outlook, their existing communication platform, without requiring extensive team training and change management. “The easy integration with Outlook and the fact that you don’t need to train your team was the biggest advantage for us,” Christophe noted. This meant the team could hit the ground running.
Within just three weeks, BD began to see results. “This is huge compared to other models that require NLP training, which can take months,” Christophe said. Tekst provided instant insights into email traffic, response times, and topics, offering clarity that had previously been unattainable with Outlook alone.
Insights that transformed operations
Tekst's seamless integration with PowerBI allowed BD to add email data to their broader dashboards. This gave leadership a strategic overview of key metrics, such as email volume and response times, enabling informed decision-making.
“The insights Tekst offers were an eye-opener - literally speaking,” Christophe added. For BD, this newfound clarity meant the team could not only track and manage email traffic better but also optimize service delivery without adding headcount.
BD’s implementation of Tekst has resulted in faster response times, better email traffic management, and actionable insights for leadership. The combination of Tekst’s features and its seamless PowerBI integration has equipped BD with the tools to meet their customer service goals efficiently and strategically. "This made all the difference for us." Christophe concluded.