About the client
Teleflex, a global provider of medical technologies, has been using Singlepoint since 2014.
Spearheaded by their Belgian facility, the company utilises a customised Customer Complaints module. This solution serves over 100 users across continents, reaching from Australia to Europe, and is set to expand into India, the USA, and Asia. Teleflex’s system is hosted, offering the flexibility needed for their international operations.
The challenge
Prior to Singlepoint, Teleflex’s complaint handling was inconsistent and labour-intensive, managed through a manual system. Various countries used disparate tools and processes. Service errors were processed through emails and document attachments, leading to significant administrative work.
The system was prone to errors due to the absence of controlled input fields and lacked the capability for effective reporting.
Our solution
Singlepoint introduced a tailor-made Customer Complaints module that revolutionised Teleflex’s approach. It centralised the complaint management process, ensuring uniformity in data entry and enabling easy generation of reports. This innovation eradicated the risk of duplicating error reports for the same delivery number, enhancing both efficiency and transparency.
The Results
The implementation of Singlepoint’s module has yielded a more streamlined, transparent, and time-saving system. The system’s swift processing capabilities and the enhanced visibility it offers to various departments have made training new users a simple and expedient process.
“Our system is now more efficient, transparent, saves lots of time and there are no longer duplications as only one error can be reported for one delivery number.
Our users find it much faster than the previous manual system, there is visibility to other departments who can access certain data and training is very quick and easy as it’s straightforward and not hard to use.”
Tineke Soors, Senior Quality Engineer
