How Medux unlocked a 40% cost reduction per call after switching to Stellar.
Europe's leading mobility aids provider upgraded to Stellar to advance voice AI quality, data consistency, and end-to-end automation.
At a glance
Medux, an early adopter of voice AI, upgraded to Stellar in Q1 2026:
- Over 10,000+ monthly voice AI calls handed over to Stellar
- 20% higher straight-through processing rate compared to previous AI voice solution
- Reduced hang-up rates by 6% across three call flows
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On their most complex flow, collection appointment scheduling:
- Unlocked a 40% cost reduction per call
- 75% of calls result in a complete, accurate data handover (10+ data points per call)
- Improved straight-through processing rate by 18%
- Reduced exception handling time by 40% for human agents
About Medux
Medux is the European market leader in mobility aids, serving patients, healthcare professionals, insurers, and municipalities across the Netherlands, Germany, and the UK. The company employs over 4,000 people, supports 2.5 million customers, operates 105+ locations, and manages more than 500,000 medical devices.
At this scale, operational reliability directly affects millions of patients.
As one of the first companies in their sector to adopt voice automation, Medux has consistently invested in technology to improve service quality. By the end of 2025, they made the decision to upgrade their voice AI platform to support the next phase of scale and performance.
The challenge
Medux handles thousands of inbound calls daily: patients checking delivery status, caregivers scheduling pickups, and healthcare professionals tracking orders.
As an early adopter of voice automation, Medux had already built a strong foundation to handle this volume efficiently. As usage increased and expectations rose, the next goal was to further improve conversational quality, data consistency, and end-to-end automation.
At Medux's scale, even incremental improvements have a meaningful impact on both operations and patient experience.
Medux was not looking to experiment with voice automation. They were looking to take the next step towards a more advanced and production-grade setup.
Why Stellar
Medux found in Stellar both the technology and the team to advance with voice AI.
The technology uses the latest voice and transcription models, making conversations sound natural and capturing data reliably in a single call. The platform is also built to scale, with enterprise features like environment management, agent versioning, and role-based access already in place.
Equally important was how the Stellar team operates: short feedback loops, fast iteration, and a team focused on business outcomes rather than software delivery.
“With Stellar the customer experience is much better. Way more dynamic and natural.”
“We did not just want a new voice AI provider. We wanted a partner to help us keep defining what voice AI in healthcare should look like.”
The solution
Medux handed over three voice AI call flows to Stellar: collection appointment scheduling, callback requests, and track & trace, serving both patients and healthcare professionals. Stellar's voice agents are designed to handle natural and dynamic conversations while reliably capturing structured data.
This is especially critical in the most complex flow: collection appointment scheduling. In a single call, the agent captures 10+ data points, including three used for caller authentication. This makes both accuracy and conversational quality essential. Stellar's voice agents are built to handle this balance. Callers can confirm and correct information in real time, while high-accuracy transcription ensures details are captured reliably. As a result, verification is completed in a single pass improving both data quality and the overall call experience.
The results
Since going live with Stellar, Medux has seen improvements across caller experience, data quality, and operational efficiency. Across all three call flows, hang-up rates decreased by 6% and the straight-through processing rate for highly complex data requests improved by 20% compared to their previous AI voice solution — a key differentiator demonstrating Stellar's superior voice quality and data capture accuracy.
For the collection appointment scheduling flow, 75% of conversations now result in a complete and accurate handover with the caller authenticated and 10+ data points collected. This resulted in an 18% increase in straight-through processing rate.
The data quality gains had a direct impact on the customer contact team as well. When automatic processing fails, human agents can now resolve issues in a few clicks for almost all cases instead of requiring a callback. That brings error resolution time down by 40%. Also, human agents now spend around 50% less time on forwarded calls. These gains add up to an estimated cost reduction of 40% per call on the collection appointment scheduling flow.
What Medux discovered
For Medux, the shift to Stellar confirmed their belief that the real value of voice AI isn't in handling volume. It's in the quality of every interaction and what you do with the data it generates. In healthcare that's not just an efficiency argument. It's a patient care argument.
For a company managing 500,000+ medical devices in the field, that belief shifts the question from "was the call handled?" to "what did it capture, and what did that enable?". When calls capture clean data, everything downstream runs more smoothly. Staff can focus on the cases that need them. Patients get more consistent care. Medux understood that distinction before most in their sector. With Stellar, they found a platform and partner built around the same belief.
“Voice AI is not just about automation. It is about the quality of every interaction and what you do with the data it generates. That is where we are focused.”
