Hearing Technology Leader Adopts Dynamics 365 Customer Insights to Drive Revenue and Operational Gains

Woman adjusting hearing aid on child hearing ad manufacturer

In the competitive landscape of global markets, certain brands distinguish themselves through an unwavering commitment to quality and innovation. Among these, a prominent leader in the hearing technology sector has consistently set benchmarks for delivering reliable, cutting-edge solutions tailored to meet the diverse needs of its customers worldwide. At the heart of its mission lies a profound commitment to ensuring a seamless customer experience across its vast operational territories, an endeavor that is intricately linked to the empowerment of its workforce. Equipping employees with the right tools, skills, and technology is not just a priority but a strategic imperative for sustaining its position as a beacon of excellence in the industry.

The organizations’s pursuit of adapting to market demands and upgrading operational efficiency underscores its dedication to enriching both the customer and employee experience. This narrative of improvement and adaptation is not just about maintaining a competitive edge; it’s about redefining the standards of service and accessibility. The journey towards these enhancements has been marked by strategic partnerships and collaborations. Notably, the relationship between the hearing device specialists and Stoneridge Software has evolved into a synergistic alliance, cemented by a shared vision of leveraging technology to drive transformation.

Improvements to Product Access, Enhanced Customer Service, and Empowered Employees

The hearing device specialists and Stoneridge Software had already built a synergistic partnership, with Stoneridge previously assisting them with Microsoft Azure and Dynamics 365 Customer Engagement and Dynamics 365 Finance and Operations solutions, plus ongoing client services support and more. Given this, it was natural to tap into Stoneridge and its team of Dynamics 365 Customer Engagement experts to help delve deeper into Microsoft product technologies and capabilities.

Summary of challenges:

  • Align Marketing and Sales: Improve marketing processes and foster better collaboration between sales and marketing teams
  • Enhance Customer Service: Enhance customer service capabilities and expedite product delivery to streamline operations and meet demand for a faster and more efficient customer experience
  • Geographically-Customized Sales: Empower team members with the tools necessary to enable customers to buy directly from the provider closest to them

Strategic Solutions: Bridging the Gap Between Innovation and Experience

The solutions implemented were multifaceted and targeted, ranging from the deployment of Dynamics 365 Customer Insights – Journeys to streamline lead intake and customer engagement, to the integration of Shopify for direct purchases, facilitating an easier connection between customers and local providers. Additionally, call center processes were not only automated but also migrated to a more efficient online system, complemented by usability upgrades that significantly reduced operational friction. These strategic moves were aimed at not just improving the internal workflows but also enhancing the end-to-end customer journey, setting the stage for a detailed exploration of the solutions that propelled this transformative journey.

Dynamics 365 Customer Insights – Journeys:

  • Implemented to enhance lead intake and streamline the customer experience, aligning marketing and sales teams for a smoother product journey.

Shopify Integration:

  • Integrated Shopify with internal systems, facilitating direct purchases from providers. This integration included enhancements to the Provider Locator, a Microsoft Power page that allows agents in Dynamics 365 Customer Engagement to locate a local office that they can connect customers to for services. This improves the overall customer and provider experiences.

Call Center Automation and Migration:

  • Automated and optimized Call Center processes, simultaneously migrating the call center from on-premise to online. Integration with Cisco WebEx enabled efficient outbound calls and lead capture from inbound calls.

Usability Upgrades:

  • Usability challenges were addressed by significantly reducing the clicks needed for customer service users to access essential information. This streamlined the process from up to four clicks to just one click, improving overall efficiency.

The Partnership Continues

The partnership between the hearing solutions pioneer and Stoneridge includes plans for future enhancements to improve customer experience even further with Dynamics 365 Customer Engagement and Customer Insights – Journeys including:

  • Implementation of SMS and Omnichannel customer support
  • Introduction of multi-session capabilities to customer service users can help multiple clients simultaneously
  • Installing Power Pages as Dealer Portal so providers can interact directly with the manufacturer in terms of referrals, appointment details, sales orders, and qualifying leads
  • Replacing their current SAP Systems with the Microsoft Stack

Transformative Outcomes: Elevating Market Presence and Enriching Customer Journeys

In the realm of hearing technology, the strategic collaboration between the industry innovator and Stoneridge Software has culminated in transformative outcomes, significantly elevating the brand’s market presence from both a B2B and B2C perspective. These upgrades have not only elevated customer and partner experiences but have also fostered deeper engagement and demand for their products, which leads to an uptick in repeat customers and an enriched wearer experience.

“All in, we were able to connect and track form submissions and connected user interactions across their 320+ clinic location websites, form submissions from each of their clinic location specific Facebook/Meta lead ads, interests collected from their call center sales teams, and also from their direct mail efforts,” said Stoneridge Software Solution Architect Nathan Wehner.

The partnership’s success is underpinned by a mutual commitment to innovation, learning, and the strategic application of Microsoft Dynamics 365 solutions to streamline processes and enhance customer experiences. Reflecting on the project, Wehner notes the satisfaction derived from navigating and integrating the myriad touchpoints of the customer journey, from initial interest to the end of the product lifecycle, underscoring the project’s role in setting new standards for customer engagement in the hearing technology sector.

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