Customer Case Study
McHenry, IL, USA
Performance Made Positive: Premier Breast Pump Maker Positions for Growth with QAD
The Company: Innovative Products to Support Breastfeeding
For over 20 years, nursing mothers around the world have turned to Medela for breast pumps and breastfeeding accessories. Medela’s commitment to quality, innovation and leading-edge support programs has made it the major supplier of breast pumps to healthcare facilities and retail outlets in the United States, and one of the most respected brands in the industry. Medela’s parent company, Medela AG, was founded in 1961, in Zug, Switzerland. The family-owned company operates manufacturing ...view middle of the document...
Carr Lane Quackenbush, President, Medela
Decision makers quickly recognized that the simplicity and clarity of QAD enterprise applications would meet their business needs and deliver lower total cost of ownership. Just as attractive to Medela was the ability to work directly with QAD Consulting as its implementation partner. “There are two really important aspects of the purchase decision. The first is technical: it’s got to have the functionality we need to run our business. The second is implementation and installation. Both of those represent huge business risks,” says Quackenbush. QAD Consulting took a practical approach to running the business on a day-to-day basis. Drawing on deep vertical expertise, QAD professionals helped Medela apply best practices to improving and streamlining end-to-end processes, making prescriptive recommendations on the best ways to configure and implement their QAD software. Reviewing process inputs and outputs, and creating test cases based on that information, were key to accelerating the implementation and ensuring its success.
Unfortunately, Medela soon discovered that its new system was not a good fit for its business. The third-party consultant had done a standardized implementation that left Medela with a complex system that did not meet its needs as a life sciences manufacturer. “That installation put this entire company at risk—and all of our customers,” says company president Carr Lane Quackenbush. Four weeks after go-live Medela went back to its legacy system and renewed its search for the right enterprise solution.
The Benefits: Unifying the Enterprise Positions It for Growth
For Medela, discipline around the value of customer intimacy is paramount. Working with QAD Consulting to automate and integrate business processes from order management through fulfillment has helped the company improve its focus on customer care and service. QAD Consulting has also helped Medela improve its EDI processes, putting the company in a much better position to meet and exceed the requirements of its large retail customers. The complicated pricing structures common to the life sciences industry can be difficult to manage consistently; with its old system, Medela frequently lost revenue opportunities. Now Medela can effectively manage its pricing to provide the best value to its customers, while maintaining profitable margins for the company. With QAD, Medela has increased visibility into supplier, inventory, customer, and financial data, significantly improving reporting capabilities and supporting the ability to make better business decisions. In addition, QAD has helped Medela ensure its ability to consistently satisfy FDA...