CASE STUDY · SONOVA
Making complex hearing-aid ordering easier.
System7 created two connected ordering stores for Sonova’s Phonak and Unitron brands, replacing complex paper forms with a guided digital experience linked to its operational systems.
THE PROJECT
Handle the complexity behind a straightforward order.
Specifying a hearing aid involves much more than selecting a product. Audiologists must consider product specifications, sizes, compatible components and requirements specific to the customer’s ear.
System7 built an ordering platform that handles these relationships while supporting the different products, offers and organisational structures of Sonova’s customers.
Project at a glance
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Two branded stores: Phonak and Unitron.
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Product configuration that shows only compatible combinations.
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Customer-specific product ranges and offers.
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Organisations with multiple branches and staff accounts.
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Catalogue data supplied by operational systems, with orders flowing back into those systems.
THE CHALLENGE
Replace complicated forms without losing essential detail.
Audiologists historically ordered hearing aids through detailed printed forms. These had to capture the specifications and components required for each order, including the relationships between hearing aids, tubes, accessories and other devices.
The information then needed to be entered into Sonova’s operational system, creating substantial manual work and opportunities for errors.
The online platform also needed to accommodate different customer arrangements, rather than presenting every organisation with the same catalogue and account structure.
OUR APPROACH
Guide the selection and connect the information.
System7 translated the complex product relationships into a digital configuration process. As audiologists make selections, the stores show only compatible combinations.
Customers see the products and offers relevant to their account. Organisations can have multiple branches with different staff at each branch, and permissions distinguish between people who place orders and those who can also manage branches and users.
Catalogue data comes from the operational systems. Once an order is completed, the captured information passes directly into the operational system, reducing the need to enter it again.
THE OUTCOME
A better ordering experience, with less work behind it.
Sonova gained a much better ordering experience for audiologists, a substantial reduction in manual data entry and significantly fewer errors.
The platform brings product compatibility, customer-specific catalogues and organisational account management into one connected ordering process.
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