Case Study: Bausch + Lomb achieves 360-degree customer view and an 80% reduction in acquisition costs with Oracle CX

Bausch + Lomb India sees 360-degree customer view with Oracle

Bausch + Lomb India, a leading contact-lens supplier, faced a challenge: only about 6% of people who need vision correction in India use contact lenses, and the path from free trial to purchase was complex and hard to scale. The company needed a digital framework that would give a 360-degree customer view, improve service and partner relationships (notably with optometrists), and lower customer-acquisition costs while boosting retention.

Using Oracle CX solutions — including Oracle Responsys Campaign Management and Oracle B2B Service — Bausch + Lomb unified customer data across online and offline channels, ran smarter targeted campaigns, and improved lead nurturing for influencers and partners. The integrated approach increased engagement and conversion, made digital spend far more efficient, and cut customer-acquisition costs by 80% while enabling ongoing feature expansion as the business grows.

Bausch + Lomb

Rohan Arora

Head of Marketing