How Dexcom achieved zero down calls for critical medical support

At Reverb24, Dexcom’s Senior Staff Telecommunications Engineer, Adam Smith, joined our Chief Customer Officer, Michelle Birch, for a customer panel alongside Wyndham and Docusign to share how communications, particularly voice, play a critical role behind the scenes at Dexcom.

• Prioritizing global scale and voice resiliency: Dexcom’s continuous glucose monitoring (CGM) devices are used in high-stakes medical situations. To support their patients with maximum reliability, they utilize a bring your own carrier (BYOC) integration between Bandwidth and Genesys Cloud to maximize reliability and uptime. Notably, Dexcom reports zero downtime in the US for over two years.

• Shifting toward app-integrated support: While voice remains their predominant support channel, Dexcom is moving toward an innovative digital strategy using Bandwidth’s APIs and WebRTC. Their goal is to allow patients to contact support directly through the Dexcom sensor app, eliminating the need for users to leave the application or dial a separate phone number when they encounter an issue.

Transcript:

Michelle: I am really excited about this next part in our live event today. We have invited three of our enterprise customers to join us for a conversation about the future of communications and to have them share some of their story about how they connect with Bandwidth Cloud with their choice of contact center via Maestro.

So please join me in welcoming Adam Smith from Dexcom, Joe DeLuca from Wyndham Hotels and Resorts, and Vipin Kalra from DocuSign.

Welcome, and thank you so much for making the trip to our Raleigh headquarters today.

Each of you are great examples of how I get to keep watching our customers do cool things with Bandwidth, And I’m very excited for you to share your stories today. 

[Extract from: Dexcom]

Michelle: Adam, you’re here from Dexcom, which is a leading continuous glucose monitoring (CGM) system company. I’m really curious about how you support the overall patient experience with your team and your role.

Adam: Well, thank you for having me here, Michelle. And calling out to all the Bandmates I’ve worked with here: You guys are really rock stars. And this facility showcases it, just amazing.

So at Dexcom, we do sell CGM devices in 52 different countries. We have close to 500 phone numbers that we get inbound support calls on. Those are all traversing bring your own carrier (BYOC) trunks between Bandwidth and Genesys Cloud.

We take about 500,000 calls per month that are all inbound, and probably a couple of hundred thousand callbacks and outbound calls per month. And really, we have other channels like, email, chat, messaging, social media, but voice still is the predominant way that our customers contact us and wanna communicate with us.

Michelle: Adam, your contact center is proof of how Genesys and Bandwidth, as a partnership, can help deliver exceptional experiences. Tell us a little bit about how Dexcom has improved customer experience for your end users.

Adam: Initially, going into the decision to go with Bandwidth, reducing costs and consolidating carriers was very important to us. But we really needed a resilient solution for our customers as a medical device that customers use for life-and-death kind of situations, resiliency was so important. And the discussion we had around, particularly US Toll-free resiliency and the network mesh that you have to support that resiliency, was so important to us. We’ve literally had zero down calls in the US since we migrated to Bandwidth, and that’s been close to two years now.

Michelle: Excellent.

Okay. Last question for everyone.

Customer experience is definitely near and dear to all of us, whether we’re talking about internal customers and uptimes or external customers, who really care about the customer experience and how they consume our products.

Tell us one story, maybe that that really significantly impacted outcomes, in terms of your integration with Bandwidth? Adam?

Adam: In terms of customer experience obviously the metric I mentioned before zero downtime is just so amazing to us. But we are looking forward to an opportunity, coming soon, to really focus on meeting the customer where they live and that’s in the app that they use that communicates with the sensor with the device. We are hoping to leverage the Bandwidth APIs and WebRTC to allow customers to contact us directly through the app without having to leave the app, go to their phone and really move away from where they’re at right when they’re having the issue. So we’re really looking forward to that, and I think it’s gonna be game-changing for our customers.

….

Michelle: We look forward to seeing each of these partnerships flourish. And as Bandwidth serves enterprises like these guys, we understand how critical it is to have strong relationships with the platforms they work with.

I mentioned that Wyndham is integrated with Five9. Dexcom and DocuSign have chosen to integrate with Genesys. Like Devesh said, we don’t have favorites.

As you can see, you have the freedom to choose, and we’ll meet you where you are. When talking about partnership and integration between our two platforms, we do have some information from Genesys.

So Genesys shared:

“Partners like Bandwidth are an essential part of the Genesys Cloud Platform ecosystem.

Our platform allows flexible telephony connection options, making it possible for Bandwidth customers to easily bring Bandwidth directly to their Genesys Cloud deployment via a deep integration. Through our collaboration, joint customers can benefit from best-in-class AI-powered customer and employee experiences delivered from Genesys on Bandwidth’s high-quality network.”