![Digital customer journey @MED]({"small":"https://images.zeiss.com/med/zoom-med/2021-1/zoom-med-1-2021-digital-customer-journey-v1.png?auto=compress%2Cformat&fm=png&ixlib=java-1.1.11&w=640&s=32886b01a42c65ec8e75f8af6cefa16b","large":"https://images.zeiss.com/med/zoom-med/2021-1/zoom-med-1-2021-digital-customer-journey-v1.png?auto=compress%2Cformat&fm=png&ixlib=java-1.1.11&w=1280&s=b9b49e9f6908a942c4dc9bfe51c42498","medium":"https://images.zeiss.com/med/zoom-med/2021-1/zoom-med-1-2021-digital-customer-journey-v1.png?auto=compress%2Cformat&fm=png&ixlib=java-1.1.11&w=832&s=fa0b2450d639125ebc246e14dc003f05","full":"https://images.zeiss.com/med/zoom-med/2021-1/zoom-med-1-2021-digital-customer-journey-v1.png?auto=compress%2Cformat&fm=png&ixlib=java-1.1.11&w=1920&s=168ebd3a7a802718a26b5cbc9c35414d"} "Digital customer journey @MED")
MyZEISS provides registered users with a central anchor point for relevant digital services on the Medical Technology website. It not only offers an easier and more direct way for customers to get in touch with ZEISS, but also supports customers in their efforts to use their ZEISS products more effectively. It provides readily available educational content and product information, as well as examples of how ZEISS products can be used for clinical applications, and it provides a way for customers to easily submit service requests and orders for ZEISS products online.
![]({"small":"https://images.zeiss.com/med/zoom-med/2021-1/zoom-med-1-2021-product-insights.png?auto=compress%2Cformat&fm=png&ixlib=java-1.1.11&w=640&s=80b5da74982f0816f1616749b25ffd1a","large":"https://images.zeiss.com/med/zoom-med/2021-1/zoom-med-1-2021-product-insights.png?auto=compress%2Cformat&fm=png&ixlib=java-1.1.11&w=1280&s=8336c8f6cfa408223719175f6f95bb98","medium":"https://images.zeiss.com/med/zoom-med/2021-1/zoom-med-1-2021-product-insights.png?auto=compress%2Cformat&fm=png&ixlib=java-1.1.11&w=832&s=c2e0a445f7376ce2d41e8a82f1dc743a","full":"https://images.zeiss.com/med/zoom-med/2021-1/zoom-med-1-2021-product-insights.png?auto=compress%2Cformat&fm=png&ixlib=java-1.1.11&w=1920&s=9eb34f97754e6046fe0dd13ed4991759"})
Product insights
In one sentence:
What is Product insights?
Product insights is a digital offering for our customers where they can discover expert videos, supporting documents, and common questions & answers regarding usage and handling of ZEISS products to enhance their knowledge and skills.
In a nutshell:
Which (international) teams do you work with to successfully establish Product Insights?
We established Product insights from a cross-functional project with Digital Innovation Partners (SIP) and Surgical Ophthalmology (SUR) Product Management on how to better support our customers in handling current and new products and technologies. To broaden the scope and offering, Product insights is now managed by Learning Management, where we continue to work closely with various teams at the Headquarters as well as SSCs, to bring the most useful information to our customers.
In one word:
What are the advantages of Product insights for the costumers?
"Confidence"
With Product insights, our customers can become confident in using ZEISS products by enhancing their knowledge and skills in their own time, at their own pace.
![]({"small":"https://images.zeiss.com/med/zoom-med/2021-1/zoom-med-1-2021-mysystems.png?auto=compress%2Cformat&fm=png&ixlib=java-1.1.11&w=640&s=799d69436f497f57c5a3d293e4b4ddd3","large":"https://images.zeiss.com/med/zoom-med/2021-1/zoom-med-1-2021-mysystems.png?auto=compress%2Cformat&fm=png&ixlib=java-1.1.11&w=1280&s=43299653c6c9e6a721707e05b3c1eb9d","medium":"https://images.zeiss.com/med/zoom-med/2021-1/zoom-med-1-2021-mysystems.png?auto=compress%2Cformat&fm=png&ixlib=java-1.1.11&w=832&s=44af7c3fbd6e45cf159dd9e87ab050af","full":"https://images.zeiss.com/med/zoom-med/2021-1/zoom-med-1-2021-mysystems.png?auto=compress%2Cformat&fm=png&ixlib=java-1.1.11&w=1920&s=7d572fd01efb39f503cfaf845667f18a"})
MySystems
In a nutshell:
Which international teams do you collaborate with to establish MySystems successfully?
MySystems is established in the market and further developed by a cross-functional team of SSCs, Digital Innovation Partners, and Meditec Global Service. The Meditec Service Managers and their teams in the SSCs are the ambassadors for new digital services by ZEISS and, with a lot of engagement and enthusiasm, ensure that our customers learn to use and cherish these new offerings.
In one word:
What is the benefit MySystems offers our customers?
"Efficient"
MySystems is efficient and saves the customer time and hazzle. Opening a service ticket online and tracking the progress, obtaining an overview over one’s own systems and deep-dive into details such as the installed software version or coverage by a service contract – all of this and much more so in the future can be done conveniently and online.
In once sentence:
What is MySystems?
MySystems stands for a bundle of online features which we offer our customers through the ZEISS Portal and MyZEISS to conveniently and efficiently administer their ZEISS systems.
![]({"small":"https://images.zeiss.com/med/zoom-med/2021-1/zoom-med-1-2021-shoping_functions.png?auto=compress%2Cformat&fm=png&ixlib=java-1.1.11&w=640&s=cd316edb4283d41a8086fe977ae37617","large":"https://images.zeiss.com/med/zoom-med/2021-1/zoom-med-1-2021-shoping_functions.png?auto=compress%2Cformat&fm=png&ixlib=java-1.1.11&w=1280&s=842c82eb952222c33db17653fb0fc14b","medium":"https://images.zeiss.com/med/zoom-med/2021-1/zoom-med-1-2021-shoping_functions.png?auto=compress%2Cformat&fm=png&ixlib=java-1.1.11&w=832&s=bd6a58fbbbbc0abeb2656cd2b3be1a67","full":"https://images.zeiss.com/med/zoom-med/2021-1/zoom-med-1-2021-shoping_functions.png?auto=compress%2Cformat&fm=png&ixlib=java-1.1.11&w=1920&s=7921bebc7c1f907f2baf355d6dd0a84f"})
Shopping functions
In one word:
What do the shopping functions stand for?
"Transparency"
Customers have full transparency over the entire purchase cycle – from product information and availability, order status and delivery tracking to order history and consignment stock inventory.
In one sentence:
What advantage do the shopping functions offer to the individual customer groups?
The personalized login area of the MED Online Shop supports existing ZEISS customers to easily re-order & manage their MED implants & consumables online anytime and from any device.
In a nutshell:
Which teams are you working with to integrate the shopping functions into MyZEISS?
MyZEISS aims to combine various ZEISS online areas for our customers. The challenge is that the online areas are partly based on different ZEISS systems in the backend. However, our customers themselves should not recognize it. To provide a seamless digital customer journey, Marco Kranz, product owner of our eCommerce platform, is working closely with Swati Soni, product owner of MyZEISS.
![]({"small":"https://images.zeiss.com/med/zoom-med/2021-1/zoom-med-1-2021-jochen-tham.jpg?auto=compress%2Cformat&fm=png&ixlib=java-1.1.11&w=640&s=03e943324caedeefb6cf9148ec65c815","large":"https://images.zeiss.com/med/zoom-med/2021-1/zoom-med-1-2021-jochen-tham.jpg?auto=compress%2Cformat&fm=png&ixlib=java-1.1.11&w=1280&s=9a69bf1a160978ab2da09b43d1317063","medium":"https://images.zeiss.com/med/zoom-med/2021-1/zoom-med-1-2021-jochen-tham.jpg?auto=compress%2Cformat&fm=png&ixlib=java-1.1.11&w=832&s=255cf895b9fcbd201fc8688989118faf","full":"https://images.zeiss.com/med/zoom-med/2021-1/zoom-med-1-2021-jochen-tham.jpg?auto=compress%2Cformat&fm=png&ixlib=java-1.1.11&w=1920&s=365aa59460e9aa0e4911fa913c063796"})
Guest commentary by Dr. Jochen ThamDemand for digital support in the form of customer portals is also rising among medical personnel. When asked, our customers say that what is important to them is the availability of relevant information in a single (digital) location and quick access to information so that they can make decisions fast and reliably.