Carl Zeiss Meditec Creating a Digital Service Extension

BACKGROUND

Carl Zeiss Meditec is the market leader in optical biometry. Optical biometry is a highly complex field that is comprehensible by experts only and constantly evolving driven by science and manufacturers innovation. Yet surgeons know that it is highly critical to the success of cataract/ cataract-refractive surgery. Knowing from customer feedback that service makes a difference when it comes to investment decisions within practices, the Cataract Community was conceptualized as a one stop solution for all questions with respect to biometry.

 

TASK

Build and maintain a community that serves as one-stop shop for professionals in the area of cataract. Continuously optimize the community with  respect to content integration and customer experience optimization. Integrate tools and services to deliver on key benefit “one-stop solution” to overall support users in their daily workflow,  saving their time, improving outcome through shared expertise and enhanced knowledge, increasing efficiency and practice throughput.

 

OUR APPROACH

We implemented a modular open innovation platform based on LifeRay. The intention was to provide a wealth of content together with the possibility to ask questions, exchange with colleagues and provide access to experts.  Content and page structure are continuously monitored to provide insight on how to improve customer experience and deliver content that meets customers’ interests and needs. Community management connected to specialists within Carl Zeiss Meditec guarantees fast reactions to user questions.

 

RESULTS

Vivid professional community with almost 2.000 members from all over the world. Members stay more than 10 minutes on site visiting 8 pages, providing excellent insight into about their interests and content preferences.