GN Hearing partners with IMPACT Commerce to transform its B2B commerce setup

GN Hearing’s journey from analogue to agile

In a radical move towards digital transformation, one of the world’s biggest hearing aid providers, GN Hearing, has joined forces with IMPACT Commerce to upgrade its outdated e-commerce infrastructure. This marks a significant leap towards better customer experiences, streamlined processes and enhanced efficiency.  

GN Hearing’s existing commerce solution, in use for over a decade, relies on manual and analogue order handling processes. This has resulted in a complex and fragmented IT landscape that struggles to meet the demands of the modern digital age. 

So, with an overarching objective to create a streamlined business environment with efficient processes that could better serve both customers and employees, GN Hearing teamed up with IMPACT Commerce.  

Salesforce at the core

By opting for a best-of-suite approach and adopting Salesforce as the core customer engagement platform, GN Hearing aims to establish a more coherent data model.

This choice ensures easier access to data, a more harmonious flow of information, and enhanced competency within a single technology ecosystem. 

The new solution will focus on improving customer experiences by providing a faster, more mobile-friendly website with a decoupled, headless front-end, as well as better utilisation of customer data. 

Moreover, employees within GN Hearing will benefit from better tools and streamlined processes for order handling. The optimised processes are projected to enhance internal efficiency, enabling GN Hearing to allocate resources more strategically across the organisation. 

A change management task

The transformation process comes with its set of challenges, especially regarding change management.  

Both internally and externally, the new setup requires a massive shift towards digital interaction and involves automation and systemisation of several processes that used to be manual or analogue.  

“We acknowledge that this transition won’t happen overnight – but we are committed to moving forward in a phased approach, tightening existing processes and creating a more efficient and streamlined environment,” says Ole Rix, Partner and Head of PMO at IMPACT Commerce 

Why IMPACT Commerce?

The collaboration between IMPACT Commerce and GN Hearing isn‘t the first of its kind. Prior to this venture, we’ve successfully navigated a commerce journey with the GN-owned brand, Jabra. This involved transitioning Jabra’s global commerce solution to Salesforce Commerce Cloud.  

Having initially acted as a tech advisor, IMPACT Commerce has transitioned to a more active role. We are now leading and developing the implementation of the new platform while also ensuring knowledge transfer and capability building within GN Hearing’s own organisation.  

“Our mission isn’t to take charge, but to build a foundation for GN Hearing’s self-reliance. We’re here as consultants and supporters, helping our clients establish a self-sustaining organisational structure that can persist in the future,” says Ole Rix, Partner and Head of PMO at IMPACT Commerce