Agents People Love: How global market leader Ottobock is optimising the digital customer journey with LoyJoy

How do you make highly complex medical technology intuitively accessible to patients and healthcare professionals? This is the challenge facing Ottobock. For almost three years, the digital marketing team at the global market leader in prosthetics has therefore been relying on a successful partnership with LoyJoy.

We spoke to Monika Moses-Schick, Head of Content Management & Performance Marketing at Ottobock Germany and Austria, about their journey together, agile processes and the future of customer engagement.

From a rigid CMS to an agile chat fleet

Before using LoyJoy, the team often encountered technical limitations when trying to implement digital ideas quickly. Today, Ottobock instead flexibly manages an entire fleet of specialised chat agents for a wide variety of target groups.

LoyJoy: Could you briefly introduce yourself? Who are you and what is your role at Ottobock?

Monika Moses-Schick: Hello, my name is Monika Moses-Schick and, as Head of Content Management & Performance Marketing, I lead the website team at Ottobock Germany and Austria. Our mission is to improve people’s freedom of movement, quality of life and independence – with product solutions in the fields of prosthetics, NeuroMobility and exoskeletons.

LoyJoy: Looking back, how did you handle the various requirements before partnering with LoyJoy? What were the biggest challenges back then?

Monika Moses-Schick: Before we started using LoyJoy, we had to rely on developing new modules within the content management system to test ideas on the website and further develop the UX. Competitions were implemented independently on landing pages using forms.

A reliable partner for global use cases

For Ottobock, LoyJoy has evolved from a pure software tool into a strategic technology partner. The platform enables the local marketing team to implement global use cases completely independently and flexibly.

LoyJoy: Ottobock now has a whole fleet of chat agents. Why has LoyJoy become not just a tool for you, but the partner for these various global use cases?

Monika Moses-Schick: For us, LoyJoy is a reliable and innovative technology partner that offers us a wide range of applications in digital marketing and service-related areas. The flexible use within the CMS without the need for programming or developer resources, the independent handling of chats within local content management, and the straightforward integration with in-house AI services are just some of the many advantages. We have direct and consistent points of contact who, with a pragmatic approach and perseverance, come up with ideas and quickly implement the latest AI features whilst ensuring global compliance.

Scalability: From a small campaign to a global pilot

A major advantage of LoyJoy is its straightforward scalability. Thanks to proven best practices, both simple marketing campaigns and complex system integrations can be implemented extremely quickly.

LoyJoy: What do you value most about working with the LoyJoy team and the platform?

Monika Moses-Schick: The LoyJoy platform adds value for any business. You can start small, for example with a competition, but you can also quickly think bigger; there are plenty of best practices for complex processes and integrations, and a commitment to finding solutions to any hurdles.

LoyJoy: How easy is it for you at Ottobock to roll out new agents? How does the platform’s flexibility support you in this?

Monika Moses-Schick: There are many pre-prepared templates that can be used as a basis, and thanks to the drag-and-drop principle, we were quickly able to create chatbots ourselves after onboarding. A new edition of a competition already run by Ottobock can be set up in a maximum of one hour. For more complex projects, we can always rely on LoyJoy for advice and setup.

LoyJoy: What measurable or tangible impact has the partnership had on Ottobock’s digital transformation?

Monika Moses-Schick: LoyJoy gives us plenty of opportunities in the market to trial new chatbots as a pilot, which are then rolled out globally. Time savings and speed of implementation are crucial. Furthermore, as a technology partner, LoyJoy is reliable in adapting the latest models and changes for us.

Looking to the future: Towards Agentic AI

Rapid technological developments in the field of AI are constantly opening up new possibilities. Ottobock is already looking ahead and planning the next major evolutionary step for its digital assistants.

LoyJoy: Looking to the future, what new possibilities do you want to explore next with LoyJoy?

Monika Moses-Schick: The concept of agentic AI is here to stay. Accordingly, we will be switching to an agentic help chat which, in combination with other services, will meet the changing expectations of users.

The conclusion: putting people at the centre

Behind all the technological innovations, both partners share a common philosophy. At the end of the customer journey, one thing matters above all else: the human focus.

LoyJoy: To wrap up, do you have a brief summary or statement for us on how you would describe the collaboration and the impact of LoyJoy?

Monika Moses-Schick: The key factor is what both companies have in common: putting people first, both externally and internally. Ottobock develops innovative care solutions for people with limited mobility and is driving digitalisation within the industry. LoyJoy helps us to use digital tools in our marketing as a guide or support for interested parties and specialist staff – in short, ‘Agents People Love’.

Would you like to see how LoyJoy can improve interaction and processes within your company? We warmly invite you to join us in exploring your individual options. Here you can book an appointment for your 30-minute personal potential analysis.

— by Laura Knittel