BD is a global medical technology company that is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. BD leads in patient and healthcare worker safety and the technologies that enable medical research and clinical laboratories.
As a leading medical technology company, Becton Dickinson (BD) needed an augmented reality (AR) solution that would help their field engineers and phone teams better support healthcare companies that rely on their products. In order to provide better remote assistance and drive their overall dispatch avoidance rates higher, it was fundamental for BD to bring new technologies into a call center capacity, increase uptime, and improve their service performance.
“We were looking for different technologies that we could utilize to help bridge the gap while working with our customers remotely,” says David Whitmarsh, US Technology Manager at BD. “Our call centers are set up in a way so that call center specialists are the first to help our customers."