Case Study: Covidien achieves 30% fewer customer service calls and 24% online order share with CDI Technology's ERP2Web

Covidien - Customer Case Study

Covidien, a global medical devices and supplies manufacturer, needed to improve customer satisfaction by serving an increasingly mobile customer base, reducing routine service calls, and giving nearly 1,000 field sales reps real‑time access to customer information. Their goal was a robust, reliable e‑commerce site that would integrate with JD Edwards EnterpriseOne and support complex ordering while meeting strict regulatory and security requirements.

They selected CDI’s ERP2Web, which integrated directly with JD Edwards and went live in five months, delivering mobile ordering, secure PCI‑compliant transactions, and a highly configurable architecture. The CovidienConnect store launched on time and on budget, cut routine customer service calls by 30% in one year, grew online order volume to 24% within 11 months, achieved fast customer adoption, and was named Covidien’s “Most Impactful Customer Facing Initiative” for 2012.

Covidien

Krishna Muthu

Covidien