A HealthTech provider of connected devices faced increasingly complex operations as its brands expanded across Europe. While its innovations enabled medication adherence and remote patient monitoring (RPM), delivering a consistent day-to-day experience required coordination across devices, digital platforms, and human workflows operating in parallel. The digital customer experience (CX) ecosystem included patients, healthcare professionals (HCPs) and caregivers, clinical administrators, and public healthcare organizations. They all rely on accurate data, reliable device performance, and consistent service. 

As device adoption grew, support interactions increasingly crossed hardware, software, connectivity, and clinical workflows, often within a single interaction. With HCPs navigating multiple platforms, the devices needed to integrate with diverse healthcare systems, and ownership was not always clear when issues arose. Delays or inconsistencies carry operational, reputational, and regulatory risks, affecting patient safety, brand adoption, and overall efficiency.