Results > Success Story

Working with Medical Device Manufacturer Tandem Diabetes to Modernize the Way it Helps People in Need

When Tandem Diabetes wanted to help people living with diabetes get the resources they needed in one convenient spot to more easily manage their condition, Tandem partnered with us to modernize its applications.

In a nutshell

Tandem Diabetes was preparing to launch a new insulin pump. As part of that launch, the company needed a better way to engage with their customers while also meeting FDA-required, one-on-one training with patients in an efficient and cost-effective way.

1
The problem

Tandem Diabetes was preparing to launch a new insulin pump. As part of that launch, the company needed a better way to engage with their customers while also meeting FDA-required, one-on-one training with patients in an efficient and cost-effective way.

2
The solution

Redapt helped Tandem Diabetes build a custom portal for patients to have access to all the information, training, and customer service patients needed via whatever device they wanted to use.

3
The outcome

A virtual training module built into the customer portal enhanced the patient experience while still meeting FDA requirements. At the same time, Tandem Diabetes was able to eliminate the $250-$500 expense per user on training.

Moment of clarity

Knowing Tandem Diabetes needed a way to efficiently provide information and training to patients in a strict regulatory environment, we determined a customer portal leveraging Microsoft Azure would be most effective.

Tandem_Client_Video_MSDTA19

 

What the company needed

Tandem Diabetes’s first insulin pump required customers to reorder parts via phone orders, which required more and more customer service representatives on-call as their business scaled. 

As they prepared the next generation of their product, the company needed a better way to help customers get the service they needed without the need for an ever-expanding overhead. They were also required to meet FDA guidelines on training for patients using the device in order to receive approval for their new product.

Our recommendation

  • A customer portal to launch with the new device that contained easy-to-find information and a better process for reordering of parts.
  • A virtual training module utilizing Microsoft Azure that both educated customers and met FDA training requirements.
  • Incorporation of Azure PaaS, Azure Traffic Manager, Azure SQL Database, and oAuth to manage security and monitor customer interactions.

The end result

Through our partnership with Tandem Diabetes, we were able to help the company completely modernize its customer relationships while reducing operational costs:

  • Better customer service

    via an easily accessible portal.

  • Virtual training

    powered by Microsoft Azure to help patients with information and meet FDA requirements.

  • The elimination of a $250-$500 per customer expense

    for one-on-one training.

Contact us to gain a little more clarity

We love a challenge. Tell us about your needs and goals, and the obstacles in your way. We’ll help you find solutions to get past them.

Get in touch directly:

results@redapt.com
(425) 882-0400