CASE STUDY info@svds.com | www.svds.com Customer Engagement at a Wearable Medical Device Company The Challenge No ability measure or identify customer churn Siloed, difficult to match information across various information channels resulted in incomplete view of the customer Lack of understanding of churn drivers beyond gut feel and limited surveys meant that the business was ill equipped to address the root cause Background and Business Problem Our client provides a chronic disease monitoring solution. The organization speculated that a third of patients new to their device discontinued use in their first year, leading them to believe they had a very significant opportunity to improve patient engagement. Customer usage of the device is important both for business (so the

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