Journey of our Digital Commerce Transformation

Nancy Beiersdorf, Director of Customer Operations, Strategy, and eCommerce

Melissa Flicek, Sr. Director of Technology, Global eCommerce and Customer Experience

MEDTRONIC CHANGING HEALTHCARE FOR THE BETTER.

IMPROVING A LIFE EVERY 3 SECONDS.

ALL OVER THE WORLD AND ALL OVER THE BODY.

Corporate Overview

• $16.6 B Revenue

• 46,000 Employees

• 140+ Countries

• Headquartered in MN

Comprehensive Therapies

• Spinal & Musculoskeletal

Trauma

• Cardiovascular Disease

• Cardiac Rhythm Disorders

• Ear, Nose & Throat

Conditions

• Neurological Disorders

• Urological & Digestive

Conditions

• Diabetes

Selecting the Right Partners

Create a plan on how to leverage partners –

what are your gaps and strengths?

• Strategic integrator

• Hosting

• Support

• Marketing

• Process

Establishing the Team

• Ensure solid knowledge of internal processes

• Hire external talent in digital commerce; multiple industries, unique perspectives

• Multiple team layers

• Impacted

• Project team

• Champions of change

• Executive leadership

• Digital passion

• Measure the voice of the customer

• Wireframes

• Pilots

• Focus groups

• Understand needs and wants

• Focus on efficiency

• Frequent feedback

Customer Centric Approach

Customer Centric Approach

Linda

Cath Lab Director

Online Ordering:

“I use 5 or 6 other

vendor sites and this

one is the most user

friendly!”

Emilie

Accounts Payable

Invoices Retrieval:

“The site is working

PERFECTLY! I

requested 6 invoices

at once…it gave me

the option to email

them to myself and

they arrived within a

minute! I’m in

Heaven! Thanks!”

Reid

Materials Mgmt.

Order History/Tracking:

“We process 98% of

our orders via EDI so

not very interested in

web ordering, but the

ability to track orders,

obtain proof of

delivery, and retrieve

invoice copies online is

very valuable to us.”

Jean

Owner/Operator

Online Ordering:

“I love the new

website. My [account]

info is already saved

and it's easy to place

orders in the off hours.

It takes me 2 minutes

to place an order now”

Beverly

Cardiographic Tech

Patient/Device

Registration:

“Very easy to enroll

patients!”

CFOCFO

Americas

Europe

Asia Pacific

Global Customer

Care

Americas

Customer

Care

Europe

Customer

Care

Asia Pacific

Customer

Care

Ch

an

nels

:

Ph

on

e, M

obile

, W

eb, F

ax, E

DI

Pre

Sale

Sale

Post

Sale

PATIENTS

HEALTHCARE

SYSTEMS

HEALTHCARE

PROFESSIONALS

Division 2

Division 1

Division 3

Div

isio

n 1

Div

isio

n 2

Div

isio

n 3

Div

isio

n 1

Div

isio

n 2

Div

isio

n 3

Div

isio

n 1

Div

isio

n 2

Div

isio

n 3

Creating the Plan

FY 14 FY15 FY16 FY17

BUSINESS UNIT Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4

Pilot & Onboarding Expansion & Enhancement Growth & Efficiencies Refinement & Governance

Patient Consumer

CVG

CRDM (MyCarelink)

Patient Pay

Diabetes

Business Customers

Acquisition Businesses

CVG

Coronary (CV)

Endovascular (CV)

Structural Heart (CRDM )

CRDM/SQDM-

Reveal LINQ

RTG

Neuro

Spine

Surgical Technologies

Sales Reps & Customer Service

CVG & Neuro

Dealer – Distributors

All Business Units

Strategic Business Capabilities

Across all

Businesses and Geographies

Switzerland

Germany

US WECAN: Further Countries

Other Europe

AsiaUS

NetherlandsDenmark

Canada

Austria

ItalySpain

Global

Enhancements

US

UK

WECAN: DE, FR, IT, CA, ES, PL, CH, SE

WECAN: Further Countries Asia Pacific

WECAN: Further CountriesWECAN: DE, FR, IT, CA, ES, PL, CH, SE

US

WECAN: Further Countries

US

US & UK

WECAN: DE, FR, IT, CA, ES, PL, CH, SE

CEE, LA, ME, Asia PacificCountry TBD: Dealer Management Pilot

UK

UK

US

US

• Customer Product Price eCatalog• Order Notifications (X-channel

messaging)

• Field Inventory Visibility• RFID & Barcode• Vendor Managed Inventory & 3PL

• Remote Technical Support• Finance A/R & Credit• Marketing Content Mgmt.

FrancePoland

Creating the Plan

Generating Excitement

• Over-communicate progress

• Take time to tell the story

• Invest in educating on the digital technology and future strategy

• Celebrate success at frequent milestones

• Network with external partners

Embrace Digital Disruption

• Evaluate your competition

• Understand your company strategy and find ways to leverage your platform to solve business problems

• Know how your customers use technology

• Make data-based decisions

• Be comfortable with change and agility

Thank you.

Questions???