This IDC Buyer Case Study describes a medical device manufacturer's use of Autonomy's IDOL (Intelligent Data Operating Layer) platform to decipher patterns of customer complaints.

Customer complaints and comments flow into any company at an unmanageable rate. They need to be responded to quickly, but they also need to be categorized and understood to detect potential problems with any product. One medical device manufacturer IDC talked to urgently needed to automate how it handled customer complaints both for compliance purposes and to handle issues before they ballooned out of control. The company chose Autonomy's IDOL platform to solve the problem because the solution was ready to use out of the box. This study describes the problems the company faced, how it solved them, and how it will extend the application to other areas in the future.