Case Study: Cochlear achieves connected, lifelong patient engagement with Salesforce Marketing Cloud

The need for a connected journey for those with hearing loss

Cochlear, the global market leader in implantable hearing solutions used by more than 400,000 people, faced the challenge of matching local healthcare realities with the needs of a diverse global customer base. Because implants are a lifelong commitment, the company needed to build and sustain lifetime relationships and deliver a connected, compassionate journey for people at every stage — from early research to long-term support.

Cochlear implemented Cochlear One on the Salesforce platform to centralize data and connect candidates, recipients, clinicians and staff across channels. The solution powers Cochlear.com and iwanttohear.com, enables targeted outreach, a 3,000-strong volunteer community, a specialized Concierge service and channels like Live Chat, shifting interactions from transactional to strategic and delivering a more informed, personalized customer experience worldwide.

Cochlear

Chris Smith

Cheif Executive Officer