CASE STUDY

Bausch

How we helped Bausch improve customer support

Healthcare & Pharma

USA

2020 – today

Remote Eye

The challenge

BAUSCH Advanced Technologies, Inc., based in Clinton, Connecticut, is part of the BAUSCH Advanced Technology Group. It builds pharmaceutical packaging machinery for filling, closing, sterilising and inspecting IV bags, syringes, vials, bottles and other containers.

Bausch wanted to raise the quality of its customer service so that assistance was available immediately. It also needed a more efficient customer service department, with better installation, set-up, repair and maintenance processes.

The solution

Wideum provided Remote Eye as a tailor-made remote assistance solution that Bausch could offer to its own customers. With it, Bausch can troubleshoot machines in the field quickly and give customers faster response times.

As the technology was new to them, Wideum provided training to ease the transition with customers. Bausch also created internal procedures to build remote assistance into its service, so that its employees are comfortable using it.

Troubleshoot machines in the field with ease and speed
Potential to reduce service travel costs
Faster response times for customers
Training and internal procedures for a smooth rollout

Products used

Results

Bausch now supports its customers remotely, troubleshoots machines in the field with ease and speed, responds faster and has the potential to reduce service travel costs.

Bausch wants to improve the quality of its customer service in order to have immediate assistance. In addition, the company needed to improve the efficiency of its customer service.

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