MED-EL

Custom Portal Improves Patient and Provider Experiences for Medical Devices

Orases transforms provider access to patient and device information through digital workflows

MED-EL is a global leader in advanced hearing-implant technology, providing innovative solutions for a wide range of hearing-loss needs. Committed to removing hearing loss as a barrier to communication and quality of life, MED-EL blends pioneering engineering with a deeply human-focused mission to empower individuals in more than 130 countries to reconnect with voices, environments, music, and the moments that matter.

Client

MED-EL

Project Name

Medical Portal

Services

The Challenge

Streamlining Provider Experiences

MED-EL saw a powerful opportunity to transform how they support healthcare providers and patients. Instead of relying on manual and fragmented workflows that slowed communication and access to information, they envisioned a future where every interaction felt seamless. Healthcare professionals would no longer need to navigate disconnected systems to access patient identification data or device details, as everything would be available in a single, unified place.

This vision inspired MED-EL to pursue a centralized digital portal that modernizes collaboration, makes them easier to work with, and strengthens relationships with clinical partners. This would create a strong foundation for future innovation that elevates care for providers, patients, and internal teams alike.

The Main Challenges

Manual processes

Disconnected systems

Outdated workflows

The Solution

Seamless provider access to critical patient histories

Modernized Medical Portal

MED-EL partnered with Orases to envision a centralized digital experience that removes operational friction, improves access to information, and creates stronger collaboration across the entire organization.

A Unified System for Better Care

Orases developed a modern web-based healthcare portal that allows providers to view patient identification, access detailed device information, track warranties, and submit service requests, all from a single intuitive interface.

The solution integrates Microsoft CRM, Microsoft Navision, and Brightree into one cohesive data ecosystem, allowing information that was previously siloed to move seamlessly across systems and teams.

Global Access with Intelligent Localization

Designed for international accessibility, the system supports global oversight while automatically guiding professionals to resources and workflows specific to their region. Every provider receives the information and support that aligns with their local needs.

Solution Features:

Integrated multi-system data access
Streamlined service request handling
Cross-border platform compatibility

Results

Eliminating Manual Support Tasks

MED-EL’s new medical portal represents a significant leap forward in reducing friction and improving the provider experience. By shifting to unified, intuitive digital workflows, the portal directly supports MED-EL’s long-term vision of making hearing care more efficient, accessible, and empowering for providers and patients alike.

What once required emails, phone calls, and time-intensive support is being transformed into instant actions within a streamlined interface. Healthcare professionals will be able to access patient information data, review device information, and submit service requests without waiting for assistance. Early testing shows this approach will allow internal teams to regain valuable time to focus on innovation and proactive service rather than troubleshooting repetitive tasks.