CASE STUDY • Hoya

How Hoya Vision Care Accelerated Performance and Delivery Speed

Industry

Healthcare & Lifesciences

Our Contributions

Intelligent DevSecOps, CRM Modernization (Salesforce), Multi-modal Commerce, Intelligent App Support

The Challenge

Hoya Vision Care, a global leader in ophthalmic lens manufacturing, faced critical roadblocks impacting customer service. Their slow software development cycles couldn't keep pace with market demands. Meanwhile, their difficult B2B portal frustrated customers rather than supporting them.

Performance issues plagued their systems, creating poor user experiences. Incident response times lagged, hurting customer satisfaction across the board. Simple tasks became complicated due to inefficient workflows throughout the organization.

Hoya needed a complete digital transformation to stay competitive. They required faster development, smarter systems, and more intuitive user interfaces. The company chose Encora to deliver this essential transformation.

How We Did It

Encora stepped in with a fresh, modular approach to bring speed, flexibility, and scalability.

Agile Development and Project Management

We managed projects using SCRUM model with 2-week Sprints, taking ownership of end-to-end deliveries to make delivery faster, more predictable, and better aligned with market demands.

Salesforce Service Cloud Enhancement

We enhanced Salesforce Service features with improved workflows and notifications, redesigned UI, integrated with Track & Trace and Vonage, and implemented new workflows in 5 countries to improve service efficiency.

eCommerce Platform Optimization

We improved Magento ecommerce B2B solution performance by reducing technical debt and introducing new features, enabling faster case resolution and an enhanced online ordering system that's easier to scale and adapt.

DevOps and Cloud Infrastructure

We implemented and maintained the DevOps pipeline and Azure cloud services, enabling Hoya to roll out changes continuously and respond instantly to business needs with thorough testing to enhance deliverable quality.

The Result: Faster, Smarter, and More Composable Operations

With Encora as their partner, Hoya completely reimagined how they deliver support and new capabilities, and the results speak for themselves.

30%

Faster Releases to Production

40%

Improved User Experience

10%

reduction in monthly incidents

Enhanced workflows deployed across 5 countries improving service efficiency
Intuitive interfaces and smoother workflows that delight both internal users and customers
Greater composability and flexibility, enabling rapid adaptation to evolving business needs
Improved incident response capabilities, ensuring faster resolution and higher customer satisfactio

Now Hoya operates with agility and confidence, innovating continuously while elevating customer care standards.

The Bottom Line

Hoya’s digital transformation took them from a company constrained by rigid, outdated systems to a modular enterprise that delivers lens solutions faster and more reliably than ever before. With modern architecture and streamlined operations, they can now respond instantly to the needs of Eye Care Professionals, all while maintaining the highest standards of quality and service.