Creating a More Accessible Experience to Reduce Servicing Costs

Medline, the largest privately-held medical supplier in the US, approached Everest to create new design system and customer service experience to reduce on-call time and call volume.

Working closely with Medline’s business and technology teams, Everest created a clear vision for a new, streamlined CSR platform with the goal of greatly reducing call-time, and providing customers with a strong self-servicing portal to reduce call volume.

Given the rapid growth of Medline’s business, it was crucial to introduce a new design system that allowed their internal product leaders to rapidly introduce new components and product features.

Working in direct collaboration with customer service representatives, Everest created a servicing portal focused on the ability to quickly surface customer accounts and any recent orders, to quickly triage any customer needs.

Patient representatives and even patient's themselves are able to easily manage and re-order products supported by their care plans as dictated by their insurance policies.

What We Did
Design Systems
Experience Design
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