About the client
CooperVision, formerly known as Sauflon, is one of the world’s leading manufacturers of soft contact lenses. The Company produces a full array of monthly, two-week and daily disposable contact lenses, all featuring advanced materials and optics.
The challenge
Prior to using Singlepoint, CooperVision, struggled with their customer complaint process. The system was cumbersome, with users navigating through lengthy input documents. Critical business information was often buried in endless spreadsheets, leading to inefficiencies. Time was consumed in manual housekeeping and data retrieval became a strenuous task. This lack of visibility and efficiency was a significant bottleneck for an industry leader.
Our solution
Singlepoint Issue Manager was integrated into CooperVision’s operations in October 2009, tailored to create a custom customer complaint process.
The Results
“Since deploying Singlepoint to manage our customer complaint process, Sauflon has now moved from a slow, inefficient process to a dynamic, fully automated one. Easy to use screens have replaced lengthy input documents. On-demand, live data has replaced business critical information buried in spreadsheets. Visibility and efficiency have replaced countless hours lost to manually housekeeping the process.”
Paul Tucker / Technical Manager / Coopervision (formerly Sauflon)
