Salesforce Sales Cloud Solution for Customer Engagement in Healthcare

CSL delivered a streamlined document generation process and a platform to interact with customers to provide post-purchase support. Learn how Salesforce services cloud.

About the client:

The client is the world’s leading medical device company providing high-quality healthcare devices and solutions for home use. It uses developing new technology to specifically enable blood pressure monitoring.

Industry:

Project:

Healthcare

Service Cloud Implementation with Einstein Bot

Leading medical device company enhance their business efficiency by redefining customer engagement standards, with Salesforce Service cloud and Einstein bot.

The Challenge:

The client wanted to provide service support to the customers after purchasing medical devices like blood pressure monitors Nebulizers, etc. The client needed a platform to interact with customers to provide service support.

The major issues that the client faced were:

An ineffective and cumbersome case management procedure.
Customers were unable to register their recently purchased products on the platform.
Issues with data protection and automating backups.
The document generation process needed to be streamlined.

Improving Business with Salesforce

The Solution:

CSL’s Salesforce experts designed a robust service portal for the client, addressing their unique challenges. This was done by leveraging the capabilities of the Salesforce service cloud. This enabled the client’s team to provide customer support efficiently and create cases through various channels, including email, web forms, and chat.

The following were the features of the service portal:

The service portal allowed customers to talk with clients’ healthcare agents regarding issues of health monitoring devices.
Customized & set up backups (own) to provide data protection & automated backups.
The Conga Composer tool was set up to streamline the document generation process.

Services Delivered:

Service cloud implementation with Einstein bot.
OwnBackup & Conga Composer Setup

Project Benefits:

The successful delivery of the project brought significant improvements to the client’s business processes:

1. The Client cases now get easily resolved even in the absence of agents, as they no longer need to be available at all times.	3. The case management process has been streamlined and made more efficient.
2. Customers have the convenience of registering recently purchased products using newly created web forms.	4. The critical issues regarding data protection, automated backups, and streamlining document generation processes have been solved.

Conclusion:

Cloud Science Labs assisted the client with the implementation of Salesforce Service Cloud and Einstein bot transforming their business operations. Our collaboration with the client addressed their immediate challenges and also set a new standard for customer support and engagement in the healthcare industry. We are committed to driving innovation and empowering organizations to adopt new technological advancements for growth in service delivery.

Looking to transform your business with the latest technologies? Contact Cloud Science Labs today to take your business to the heights of operational efficiency.