Case Study: Widex achieves faster order delivery and improved customer service with Vormittag Associates (VAI) e-commerce solution

VAI Implements E-Commerce Solution for Hearing Aid Provider

Widex U.S.A., a leading hearing‑aid manufacturer, faced slow order turnaround and high call‑center volume because dispensers relied on phone/mail orders and lacked self‑service tools. To improve customer service and integrate with its existing S2K ERP on the IBM i platform, Widex engaged VAI to implement an e‑commerce solution (VAI’s S2K Commerce Express with IBM WebSphere Portal).

VAI customized and deployed the S2K Commerce Express/WebSphere portal in about five months, giving dispensers online ordering (including electronic ear impressions), training registration, and a rich knowledge center. The VAI solution sped reorders, eased call‑center pressure, and greatly reduced faulty or illegible orders—previously 10–20%—to virtually zero, improving order accuracy and delivery times.

Widex

Joe LaMonte

Executive Director of Information Technology