Hearing implant's cloud-based data system improves customer service

To provide improved and expanded support to users of its Cochlear Nucleus implant, Cochlear Limited has developed a cloud-based data transfer system in conjunction with Amazon Web Services.

The system, called Cochlear Link, can be used by clinics that serve patients with the implant, the company said in a statement to Clinical Innovation + Technology. It centralizes patient data and expedites device repairs, which saves time and money while enhancing the patient experience.

Cochlear began adding clinics to the system in 2015. As of October, 202 clinics use Cochlear Link, serving more than 60,000 patients, more than half of whom are in the U.S.

“Cochlear Link has been incredibly helpful to our clinic,” said Holly Teagle, director at the Children’s Cochlear Implant Center at the University of North Carolina, in a statement. “It has increased our efficiency and improved our patient care by allowing us to quickly respond to patient needs. It’s a win for all.”

Prior to the introduction of the software, patients were waiting up to 30 days for assistance with their implants. They are currently seeing service requests being completed within 24 hours, with 87 percent of them being processed without clinic assistance. Patients can access the Cochlear Clinic through an online portal, making it easier to get the help they need independently.

“The speed of Cochlear’s response to our repair request was amazing,” said Nucleus Implant user Trina Daywalt in a statement. “We received notice that my son’s replacement sound processor had shipped less than eight hours following our request. This is truly a giant leap forward in customer service and satisfaction, and we thank Cochlear for always striving to improve turnaround time when repair and service needs happen.”