Liaison(s): Aarthi Mahalingam, Neil Puri
Founded in 1999, Dexcom is known for its superior continuous glucose monitoring ( CGM ) technology. Since Dexcom’s first FDA approval in 2006, the company has grown rapidly, and with that came a large increase in sales. However, increased sales and an expanded user base also comes with a corresponding increase in call center volume. This has led to increased strain on Dexcom’s Customer Support department to provide quality and timely support. In September 2015, Dexcom launched the G5 Mobile CGM System, which was the first completely mobile CGM that sends glucose readings to your compatible smart device every 5 minutes. This platform provides a wealth of real-time data that is stored in the cloud. For the purpose of this project, Dexcom is interested in investigating how this data along with digital technologies can be used to enhance customer satisfaction, reduce customer support costs, and make its continuous glucose monitoring products more user friendly, for the near and long term. Our team is addressing this task by delivering a final recommendation to Dexcom based on primary and secondary research collected over the course of the project. The main components that will inform our recommendation are regulatory requirements, best practices and bench marking, voice of customer, and NPV analysis.