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Reimagining Salesforce for a leading medical device manufacturer
The customer is a medical device manufacturer and high-level service provider that uses best in class technology and equipment to improve quality of life for patients suffering from respiratory ailments such as COPD and Chronic Respiratory Failure. The company operates multiple business units that work directly with physicians, patients, and insurance companies to provide the highest level of care possible to the largest number of patients.
The company had been using Salesforce since 2013 but had experienced many challenges with the implementation and were not able to successfully leverage the full capabilities of the platform for their various business units. These challenges resulted in limited usage of Salesforce within the organization, and ultimately limited their ability to track important data, enforce processes, and maintain compliance.
In addition to still using Salesforce Classic, the challenges were caused by a variety of factors:
Limited roles and profiles with no management reporting structure or team assignment
Insufficient data object customization and configuration to meet business needs
Limited dashboards, notifications, or activity tracking
No management reports or ability to surface relevant data for insights and decision-making
Old and outdated data mixed across different business units with no maintenance and refresh plan
No access to propensity or potential intent data
No data integration between other systems and sources used in the organization
Limited usage of Sandbox and UAT environments for development and testing
Limited usage of the Apex Framework for testing and classes to ensure code coverage and proper deployment procedures
Korcomptenz was selected as the partner of choice and the organization’s partner of record with Salesforce because of our unique combination of Salesforce expertise, agile approach to development and generating rapid results, and our experience in the healthcare industry and related markets.
We collaborated with the customer to implement a rapid development model that would allow them start realizing real world improvements and results on a monthly basis. This model enabled them to roll out Salesforce to under utilized business units in an accelerated fashion with short, effective pilot programs prior to the full implementation.
The agile approach and rapid delivery model enabled the organization to realize benefits within one month of the initial engagement.
Immediately upgraded to Lightning and confirmed all required functionality was working properly
Enforced Lightning for all users moving forward
Custom roles and profiles were created for all applicable business units ensuring data integrity for each division
Management and team structure was implemented to ensure proper permissions and enable consolidated, accurate reporting
Existing data was thoroughly analyzed and older data with potential integrity issues was archived
Imported over 1,000,000 pieces of fresh data by business unit from sources outside salesforce including Lexis-Nexis data
Instituted proper usage of Sandbox and testing environments outside of production
After stabilizing the Salesforce implementation and creating an architecture and data to support the organization’s current needs, Korcomptenz collaborated with the customer to develop important functionality that would drive adoption across their business units.
Tableau data visualizations were embedded directly in Salesforce and integrated with custom Visualforce forms to enable sales representatives to identify high propensity targets and view their records with a single click
A custom account structure was created for health insurance plans operating in multiple states, allowing instance access to both account contacts and state-by-state data in a single view
Contracts with existing customers were integrated into Salesforce including notifications before expiry to ensure new contracts are procured in a timely fashion
Sales activities were standardized and all activities tracked with both notifications and consolidated reporting to management included
The combination of creative solutions to organizational challenges and agile, rapid delivery generated impactful results for the organization including:
Successfully introduced Salesforce to over 50 new sales representatives within 2 months of the initial engagement
Successfully introduced Salesforce to two new business units, each within their own unique needs within 3 months of the initial engagement
All lead, contact, account, and opportunity tracking is now performed in Salesforce enabling the organization to control their data and easily onboard new associates
Controls for contact management, notifications, and other reporting features ensure accounts and contacts are properly serviced regardless of staffing or role changes
Sales representatives, administrators, and other users are empowered to work faster, smarter, and better than before with all of their important information and activities in one place with built-in reminders and notifications
Executives and managements team members have full visibility to the performance of the overall sales operations and are armed with the necessary data and insights to improve outcomes
Korcomptenz strives to develop lasting relationships with our customers and to implement solutions that are ready to meet the long term needs of the organization. This case study details the first steps of an organization’s digital transformation journey and the company’s platform is ready to support emerging needs in the coming months and years
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