Medical Compliance Company Personalizes Customer Experience with Salesforce Service Cloud

At a Glance

The client is a medical compliance company specializing in collecting and disposing of regulated substances, such as medical waste, sharps, pharmaceuticals, and hazardous waste. They also provide a collection service for recalled and expired goods. In addition to their collection services, the client offers patient communication, education, and training services. 

  • Industry: Medical
  • HQ: Midwestern United States
  • Type: B2B
  • Products: Salesforce Sales Cloud, Salesforce Service Cloud, Computer Telephony Integration, Salesforce Live Chat, REST API, DocuSign, Echosign, Eloqua 

The Challenge

When the client initiated the project, they operated off a rigid legacy system that inhibited business growth and lowered customer satisfaction. The client’s existing solution had created informational and departmental silos as customer data was not shared between their sales and financial departments. Unable to quickly access customer information, the client’s service agents had to spend valuable time digging through documents, preventing them from providing tailored services. The client’s customers were also experiencing increased wait-times due to this lack of information and the fact the client lacked multiple communication channels. 

The Solution

Service Cloud and its out-of-the-box (OOTB) features, Computer Telephony Integration (CTI), and Live Agent was implemented along with Salesforce REST API. This customized solution provided the client with a system designed to transform customer experience.
Salesforce CTI and Live Agent were implemented to create personalized services for customers. CTI automatically identifies and routes incoming calls to the right person or department. Once the call is answered, the client’s employees are instantly provided with the customer’s information and account, eliminating the need to rifle through documents. Instead, it allows the service representative to focus on the customer. CTI also automatically logs and associates any notes taken during the call with the customer's case, allowing them to create a personalized experience. With Live Agent, the client could communicate in real-time with their website users. The system provides agents with a complete customer profile for context, allowing them to efficiently provide support or route them to the correct department, resulting in quicker case resolution time and improved customer satisfaction. 

REST API was implemented to establish a centralized database. The system allows the client to send information to create and update new customer cases based on business logic. The inputted information is automatically sorted and placed in the correct case, so agents are always provided with the most up-to-date records possible. REST API also makes it easy to delete records and contacts, clearing any unnecessary data that could interfere with their agent’s ability to service customers. Using one interface, the client’s representatives can easily view and update case records and access internal resources. 

The Result

  • Time and resources saved due to the reduction of the time it takes to enter new customer information
  • DocuSign makes it easy to send contracts to customers for signatures 
  • Increase customer satisfaction
  • Access to an extensive, centralized database allows for quicker response to customer questions 
  • Increased case resolution time
  • Increased employee satisfaction
  • Higher customer return rate 

Our Role

With our Salesforce expertise, Omniskope was contracted to transform the client’s software system when they noticed a drop in customer satisfaction. Our senior consultants implemented a custom Salesforce solution designed to evolve as the client’s business does. With a robust and scalable solution, the client can now offer customers innovative, personalized experiences.

Interested to see how a Salesforce implementation could revolutionize your business? Contact us today to begin your consultation! 

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