Phonak USA Project

Phonak is a leading hearing aid manufacturer that offers cutting-edge hearing devices, including hearing aids for children and adults. 

Challenge

Balanced Growth Consulting worked with its strategic alliance partner, TSI, to assist Phonak USA with customer service and operational challenges caused by rapid growth.

Approach & Results

With international locations and sales partners in more than 100 countries, Phonak's goal is to improve the quality of life of people with hearing loss. Phonak is the innovative force in hearing acoustics. With its creative solutions, Phonak strives to overcome technological limitations - so that all people are able to hear, understand and fully enjoy life's rich landscapes of sound. 

Balanced Growth was charged with assessing the voice the customer in the formulation of an overall operational strategy. BG conducted interviews with customers and internal staff to assess strengths and weaknesses and identify recommendations for improvement.

The project has helped to improve customer loyalty by performing a root cause analysis of its customer needs, complaints and multi-channel order processes and by defining the strategic direction for the Customer Service and Operations areas. To date, significant gains are being made in several areas of customer service, order management and distribution.