LuxCreo boosts operational efficiency and agility with DevRev

The company

LuxCreo is leading the healthcare industry with its advanced 3D printing technology, creating personalized medical and dental solutions that enhance patient care. Their platform empowers healthcare providers to design and produce customized devices - such as aligners, retainers, and dentures - right in the clinic, enabling same-day treatments that improve patient outcomes and accessibility. LuxCreo's integrated approach combines specialized 3D printers, automation software, and proprietary materials to deliver fast, high-quality results, setting new standards in precision and convenience for medical and dental care. Their innovations drive a vision for a future where high-quality, personalized health solutions are accessible to all, empowering clinicians and enhancing the well-being of patients worldwide.

The challenge

LuxCreo recognized early on that delivering innovative 3D printing solutions to a vast network of resellers and end-users involved more than just technology - it required a system capable of handling complex relationship management. With two-thirds of their business conducted through resellers, who often have thousands of customers, tracking interactions and managing data became increasingly challenging.

This labor-intensive process underscored the need for a unified platform that could streamline and automate data management, enabling LuxCreo to enhance productivity and support the growth of their extensive reseller network.

The solution

When LuxCreo partnered with DevRev, it was clear that DevRev's platform could tackle their need for a more structured approach to managing complex customer relationships. DevRev empowered LuxCreo to define workspaces for individual users and companies, enabling resellers to switch between different organization tickets effortlessly. This capability greatly simplified LuxCreo’s operations, allowing resellers to manage multiple client accounts easily, a significant improvement over the previous manual and time-intensive processes.

DevRev’s platform also enabled LuxCreo to capture and model critical operational data, such as hardware, materials, software details, shipment dates, and versions, enhancing traceability and control. This capability provided LuxCreo with clear visibility into key operational information, allowing them to monitor the movement and status of shipments in real time With these enhanced features, LuxCreo’s operational efficiency improved significantly, enabling them to better support their reseller network and remain agile in responding to customer needs.

Our previous Customer platform was a homegrown system. We didn’t have a competitors’ product to which we are comparing our DevRev journey. Though, as a Director of Customer Success, I know with DevRev that there's been an improvement, I know that our efficiency is higher, and I know things aren't falling through the cracks like they did previously.

Greg JohnsonCustomer Support Services Executive, LuxCreo

The impact

Through DevRev’s integration, LuxCreo unified their data management, enabling resellers to seamlessly access and track customer interactions without requiring manual reports.

DevRev's platform brought exceptional visibility into hardware, material, and software data, offering LuxCreo a proactive approach to customer needs and resource allocation. This transformation has streamlined internal processes and positioned LuxCreo as a responsive and agile leader in the 3D printing industry, focused on delivering value through streamlined operations and enhanced customer support.

With DevRev, we're managing things in a platform that gives me the visibility I didn’t have before. It has provided a lot of value to the organization because we're following good processes that are enforced by a system. We'd reached the point where you can't just deal with things through email. You've got to be able to look back and understand how you're executing against your support plan.

Greg JohnsonCustomer Support Services Executive, LuxCreo

Top features

• Customer workspace management: Define workspaces for individual users and companies, allowing seamless switching between organization tickets.
• Automated data visibility: Real-time access to critical hardware, material, and software information with dates and versions.
• Efficient ticket tracking: Streamlined ticket tracking across resellers and end users for improved issue management.
• Integrated data modeling: Consolidate and model essential data, enhancing visibility into product installations and configurations.

The benefits

• Increased efficiency by eliminating manual tracking of customer activities.

• Unified insights with a centralized dashboard, replacing manual reporting.

• Seamless scalability for reseller network growth.

That's a lot of what we've been able to focus on with DevRev: how do we have a system that reinforces that? How do we want our customers to receive support? We weren't measuring CSAT before, but now with DevRev, our satisfaction is almost a hundred percent. The outcome is clear.

Greg JohnsonCustomer Support Services Executive, LuxCreo