Device Technologies new customer experience apps move focus from paperwork to patients

SNAPSHOT

With over 100 trusted brands and 700 highly skilled staff Australia and New Zealand-wide, the company recognised that it needed a digital platform to automate key sales processes and help control its rapid growth. To meet these objectives it engaged DXC to implement SAP Commerce Cloud in a bid to move from a product-focused mindset to one that put the customer front and centre. In a three phase project, Device Technologies began by piloting an internal-facing surgery booking portal.

Its aim was to stimulate productivity and efficiencies in the sales and customer service booking teams, as well as increase the customer experience. Subsequently, it planned to roll out a consignment platform to better monitor stock usage, and finally, extended its booking portal to private hospitals — giving customers the ability to self-manage by viewing their booking and consignment history, and tracking loan bookings for location and delivery.

“I definitely would recommend SAP Commerce Cloud. It is not just a technology investment, but an investment in your business. Take a critical look at your data and where you’re at with your people, capabilities and processes. Be prepared to optimise all three of those as you continue to move along your journey.”

- Michelle Stewart, General manager - Marketing and Digital, Device Technologies