Case Study: Cochlear achieves a connected, global lifetime hearing journey with Salesforce

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 represent a lifelong commitment and emotional journey, Cochlear needed a way to support people from the very first internet search through long‑term care, while coordinating clinicians, sales reps and peer volunteers across many countries.

Cochlear built Cochlear One on the Salesforce platform and integrated its main sites (including iwanttohear.com), a volunteer community of ~3,000 implant users, centralized professional data, a specialized Concierge team, and channels like Live Chat. The result is a connected, personalized customer journey that delivers targeted advice, enables informed conversations between clinicians and recipients, shifts interactions from transactional to strategic, and strengthens lifetime relationships and engagement worldwide.

Cochlear

Chris Smith

Cheif Executive Officer