Case Study: Widex achieves faster deliveries and improved customer service with Vormittag Associates (VAI) S2K e-Commerce solution

VAI e-Commerce helps hearing aid manufacturer, Widex, hear the sweet sound of success

Widex, a leading hearing-aid manufacturer, faced slow order turnaround, high call-center volume, and frequent manual order errors while trying to give dispensers better self-service tools (order placement, training registration, access to product info). To modernize its customer-facing systems and integrate with its existing S2K ERP on IBM i, Widex engaged VAI to deliver an e‑commerce and portal solution.

VAI implemented its S2K e‑Commerce application with IBM WebSphere Portal integrated into Widex’s ERP, enabling electronic ear‑impression ordering, online training, a knowledge center and downloadable resources. The solution sped reorder delivery, reduced call‑center calls, and drove faulty/illegible orders down from roughly 10–20% to virtually zero, improving customer service, delivery times, employee productivity and cost efficiency. VAI’s implementation also preserved Widex’s IBM i investment while strengthening dispenser relationships.

Widex

Joe LaMonte

Executive Director of Information Technology