Mediq: AI-powered Autonomous Agents take care of 91% of order-related tasks

Introduction

Mediq, a leading provider of healthcare solutions in the Nordics has implemented Autonomous Commerce, resulting in unmatched transformation of its order handling capabilities, leading to higher customer satisfaction and a significant boost in operational efficiency. This success case highlights the power of automation in resolving complex IT and operational challenges in a global business environment. 

Operating across Sweden, Norway, Denmark, and Finland, Mediq’s customer service teams manage every stage of the customer journey—from placing orders to ensuring timely delivery. To streamline operations and reduce repetitive tasks, Mediq has implemented agents from the Autonomous Commerce Cloud by Go Autonomous, covering autonomous placement of orders, leveraging email tagging to improve efficiency and Analytics. The implementation marks a significant step in Mediq’s digital transformation journey, aimed at enhancing the speed and accuracy of its operations.

The challenge

Mediq’s customer service team faced several challenges with time-intensive manual processes requiring staff to spend considerable time searching for product numbers and entering order details. The repetitive and routine nature of tasks such as order placement and email tagging consumed significant bandwidth, reducing the team’s ability to focus on complex customer needs that require immediate human attention. Furthermore, as the volume of orders continues to grow, scalability becomes a pressing concern, highlighting the need for innovative solutions to enable the team to cope with the growth in an efficient manner. Through the implementation of Autonomous Commerce, Mediq has introduced several transformative solutions to its operations.

Implemented agents:

• Service Agent – mastering the email inbox: Autonomous agents analyze incoming emails and automatically tag them based on content. This allows the team to instantly identify urgent issues like order deviations. These tagged emails are then categorized and routed to the appropriate team members, streamlining workflows and improving response times.
• Sales Agent – processing orders: Mediq utilizes digital autonomous agents that intelligently process orders by automatically identifying product numbers and extracting customer information. This eliminates manual data entry, significantly reducing errors and accelerating order processing.
• Analytics – data-driven insights: Mediq gains valuable operational intelligence through the Analytics suite. This provides in-depth visibility into email traffic and processing, providing Mediq with comprehensive insights into their operations, allowing them to analyze email volume and trends, track response times and identify bottlenecks, monitor agent performance (both human and digital), pinpoint common customer issues, and gain a deeper understanding of customer behavior through inquiry analysis.

Adoption

Ease of use was a critical factor in the success of the solution, supported by a strategic approach to adoption. Alongside receiving dedicated support by the Customer Success Team at Go Autonomous, Mediq leverages superusers to facilitate internal training, answer questions, and provide ongoing support as well as feedback to Go Autonomous to make sure that the solution matches the specific requirements and business rules of Mediq. These superusers act as internal champions for the system, helping to build confidence among team members and ensure a smooth transition. Simon Clemmensen, who is a Customer Support Specialist and superuser of Go Autonomous products states, 

“Placing orders has become more logical and straightforward. Instead of manually entering data, Go Autonomous does the heavy lifting, freeing us to focus on what truly matters – serving our customers.”

The implementation has already delivered noticeable improvements. Time savings have been substantial, allowing team members to shift their focus from repetitive tasks to meaningful customer interactions. Automating these tasks has also enhanced job satisfaction, as the team can prioritize high-value activities that make a greater impact. Moreover, Mediq’s operations are now more scalable, enabling the company to handle growing order volumes without adding strain to its workforce.