Central customer portal for international customer requests

As planned, Arctive completed the customer service management project at Hamilton on schedule in just three months with the go-live of the customer portal. All customers of Hamilton, a leading manufacturer in medical technology, can now handle their customer inquiries and issues quickly and easily via a unified customer portal. There is now a suitable digital process for every inquiry—a plus for the company and all customers.

“In just three months, we were able to take all customer requirements into account and implement the digital process in customer management in accordance with the specifications. The feedback on our solution has been extremely positive,” says Senior Expert Martina Brajkovic.

"We love challenges "

Arctive – actually an expert in special customer solutions – once again proves itself to be a flexible partner, this time responding precisely to the customer's requirements with a standard ServiceNow solution: The customer needed an out-of-the-box solution based on ServiceNow that could be implemented quickly and easily.

We managed to establish a standardized process for the business units and offer customer-oriented solutions within a very short time.

- Julian Hotter, Expert for Development and Projects

The challenge

The five business units at Hamilton Bonaduz AG had previously handled customer inquiries using different procedures. Depending on the business unit, inquiries were received by telephone, email, or other communication channels. The needs of the individual business units varied. The company now wanted a uniform customer service management system with maximum transparency, traceable processes, and easy, clear handling for all parties.

“In two on-site workshops, Hamilton first presented his working methods to us in detail. This allowed us to learn about the needs and wishes of the individual business units. ”These open, personal discussions and presentations, as well as the exchange of ideas, formed the basis for understanding the challenges and developing suitable solutions," emphasizes Senior Expert Martina Brajkovic.

„We love feedback“

To date, over 1,000 cases have been successfully received in the customer portal. At the beginning of December, the three ISO 9001-certified business units went live. The ISO 13485-certified business unit was validated internally—with Arctive providing support—and has also been live since May 2025. The cases received were handled smoothly via this new process to the complete satisfaction of the customers. This in turn reflects the high quality of the CSM system implemented and the satisfaction of Hamilton employees.

This project shows what is possible when trust, agility, and collaboration come together. The result is a strong foundation for sustainable success.

- Philip Jäger, Head of Technical Support Hamilton

"We love building customer-focused solutions"

In close cooperation with the Hamilton project team, including Philip Jäger (Head of Technical Support) and Eric Ott (ICT Project Manager), Arctive developed a central customer portal. After registering, customers can use this portal to submit inquiries about products, deliveries, and problems. Thanks to an automated system, the customer's request is forwarded directly to the right business unit and a specialist employee. Depending on the nature of the customer's request, the case is processed step by step, reports are created, helpful documents are referenced, or risks are classified in accordance with existing compliance requirements. In addition, the entire process is documented and available for auditing. Direct chat is also possible for specific queries.

Through solution-oriented teamwork and mutual understanding, we were able to quickly find practical solutions.

- Eric Ott, Project Manager ICT

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