Transforming Customer Engagement with AI-Powered E-Commerce for MedTech

5 min

IN A NUTSHELL

2 eCommerce portals built on Salesforce Community Cloud

Significant reduction in manual order processing

Boost in cross-selling through complementary product recommendations

About Client

Our client is one of the world’s largest medical device companies, operating in 150 countries and treating 70+ health conditions. Their innovations span cardiac devices, spine robotics, insulin pumps, surgical tools, and patient monitoring systems.

EMPLOYEES

~ 10,000

LOCATION

Global

INDUSTRY

Healthcare

01

What Was the Challenge

Our client needed to digitally transform its customer experience, enabling self-service purchasing and collaboration for medical professionals. The lack of an interactive, centralized platform limited order efficiency, tracking, and engagement.

02

How We Solved the Problem

Ciklum developed Salesforce-based e-commerce portals that streamlined medical device ordering and fulfillment. Our team integrated payment gateways, ERP systems, and real-time tracking, creating a frictionless self-service experience. To further enhance engagement, we built an interactive customer community, turning satisfied users into brand advocates.

Salesforce-Powered E-Commerce Development

Ciklum built two digital commerce portals on Salesforce Community Cloud, allowing healthcare providers and partners to seamlessly place, track, and manage orders in one intuitive interface.

End-to-End Order Management & Fulfillment

By integrating the portals with ERP and payment systems, Ciklum enabled a real-time, frictionless ordering process, improving accuracy and reducing fulfillment delays.

Building a Community of Brand Advocates

Beyond transactions, Ciklum helped the client to create a customer advocacy platform, fostering engagement and collaboration among users, strengthening brand loyalty.

Enhanced User Experience & Digital Transformation

With a unified e-commerce ecosystem, the client empowered its customers with self-service capabilities, AI-driven tracking, and an intuitive UI, marking a significant step in their digital transformation journey.