Salesforce CRM migration for medical equipment manufacturer

Addax delivers custom Salesforce.com integration, Boosting client success by 40%

With an outdated CRM system hindering growth, a medical equipment supplier turned to Addax for a Salesforce.com migration. Addax delivered a highly-customized solution that increased sales revenue by 30%, boosted cross-selling and upselling opportunities by 20%, and streamlined business processes by 40%. Client was blown away by Addax's expertise and creativity, praising them for transforming their business and setting them up for success

CLIENT NAME

N/A

INDUSTRY

Supply Chain & Logistics

PROJECT LENGTH

5-7 Months

TEAM SIZE

TECHNOLOGIES

A Jacksonville, Florida-based medical equipment supplier reached out to Addax for help. For more than a decade, the client had relied on a CRM system that had been developed specifically for them; but, as their company evolved, the system became more inadequate. As a result of Salesforce.com superior functionality, adaptability, and scalability, they desired a transition.

Why Now

Custom Salesforce.com development could save you money by automating marketing, sales reports, analytics, customer support, delivery notification, and billing tasks with cloud integration. Specific types of automation are not always possible in packaged solutions.

Project Boundaries

$100,000-$150,000

The Project

Addax is a licensed partner of Salesforce.com, providing top-quality Salesforce implementation, customization, and integration services for businesses of all sizes. We have vast experience in data migration, software integration, and creation of customized products based on digital goals. We also deliver web development services for applications of any complexity.

A medical equipment supplier based in Jacksonville, FL, approached Addax for our services. The client had been using a custom-built CRM system for over a decade, but the system was outdated, inefficient, and incompatible with their growing business needs. They wanted to switch to Salesforce.com for more features, flexibility, and scalability.

Their core objectives were:

Migration of all data from the legacy CRM system to Salesforce.com without losing any information and functionality
Get real-time updates for equipment maintenance and service requests across all channels and devices
Ability to manage complex pricing structures and services, including leasing, financing, and warranty options
Handling Sales Territory plan, segmenting opportunities, assigning reps
Integration with other applications, such as client website, e-commerce platform, inventory management systems, accounting software, etc.
Train client staff on how to use Salesforce.com effectively and efficiently

After a thorough vetting and consulting process, we proposed to build a highly-customized integration between Salesforce.com instances and required software. The project consisted of three main steps:

Data migration: Addax used Jitterbit, a free and open-source ETL software that facilitates the data import process. We cleaned, mapped, and transferred all the relevant data from the legacy CRM system to Salesforce.com without compromising its quality or integrity
System integration: Addax used Salesforce's APIs to connect with other systems that client uses, such as accounting software (SAP), inventory management software, email marketing software (Hubspot), etc. This enabled data synchronization and automation across different platforms, improving efficiency and accuracy
System development: Addax customized Salesforce to fit clients' unique business needs. We created custom fields, objects, layouts, reports, dashboards, and workflows that enhanced the functionality and usability of Salesforce for different user roles and scenarios

Delivered in 6 months, standard Salesforce.com UX was customized to reliably and efficiently satisfy all client’s requirements. New CRM system (Salesforce.com) resulted in the following highlights:

Increased customer satisfaction ratings by 25%
Reduced customer churn rate by 15%
Boosted sales revenue by 30%
Enhanced cross-selling and upselling opportunities by 20%
Streamlined business processes by 40%

Feedback from the client was overwhelmingly positive. They praised Addax for their professionalism, expertise, and creativity. They said that Addax exceeded their expectations and delivered a high-quality solution that transformed their business: - "Addax has cut down on our time to accomplish work tremendously. No part of our organization was left unaffected by this implementation in a positive way. This collaboration uncovered a different perspective on our business processes. We are now constantly considering how to improve and automate them."

The Introduction Moment

For 15 years Addax used industry best practices to meet customers' goals. We mostly get new business via personal recommendations, client referrals, product collaborations, cold calls, and online leads. Our team continuously provides new Salesforce.com custom-made platform options to help organizations succeed. We analyze customers' requirements and deliver custom-tailored solutions that work. This client came through a referral from one of their existing clients who had worked with us on a similar Salesforce project. They were delighted with our work and recommended us to this healthcare provider who were looking for a reliable partner to upgrade their CRM

The Deal Clarity Moment

During the initial vetting and consulting process with the client, Addax used various methodologies to build project scope, including in-depth interviews and requirements gathering sessions with stakeholders, mapping out workflows and use cases, identifying clients' pain points, understanding their business needs, and defining goals. It took several weeks to develop a comprehensive project plan that included: A statement of work that described the scope, deliverables, assumptions, risks, and exclusions of the project; A project plan that outlined phases, tasks, milestones, dependencies, and roles of each team member; A budget estimate that broke down the costs by hours, resources, materials, and expenses; A contract that specified the terms and conditions of payment, ownership, warranty, liability, confidentiality, etc. We ensured client fully understood the proposed solution and the expected ROI. After resolving any doubts or concerns, they signed off on it and agreed to proceed

The Moment of Trust

When we first met with the client in their office, we were greeted with a sense of apprehension. It was clear that this healthcare provider had experienced a few failed software projects before. Soon everyone started noticing a subtle but significant change in the atmosphere. We listened attentively to their pain points and goals, asked relevant questions, and demonstrated our expertise and professionalism. We also shared some of our previous success stories and client testimonials that supported our credibility and reputation. Addax proposed a realistic project plan outlining the scope, timeline, budget, deliverables, and expected outcomes. We also explained how we would communicate and collaborate with them throughout the project using various tools and channels

The Eureka Moment

Sparks began to fly as Addax investigated clients' industry-specific requests for their challenges with CRM. The Eureka moment occurred when we realized we could leverage Salesforce's APIs to align it with the rest of the client's applications. This would not only simplify the data migration process but also enable data synchronization and automation across different platforms. Entire project team felt boosting confidence after seeing the new CRM carrying out all necessary procedures already in the first testing stage. We were happy to once again experience that feeling when as a developer, you understand that eventual success considerably outpaces the original vision

The Red Moment

In the middle of the project we caught a red alert when encountered sufficient technical issues during the data migration phase. Some data from the legacy CRM system was corrupted and could not be transferred to Salesforce without manual intervention. This caused delays and frustration for both parties. Addax handled this situation by being transparent and proactive. We informed the client about the problem and its impact on the project schedule. We also proposed a contingency plan that involved hiring additional resources and working overtime to fix the data quality issues and complete the data migration as soon as possible. Conquering such obstacles and producing desirable results requires open lines of communication, teamwork, and a readiness to adjust to new circumstances. Client appreciated our dedication and agreed to extend the deadline by two weeks

The Ribbon Cutting Moment

The day had finally arrived, and everyone held their breath, watching the hard work of Addax come to life. We utilized Trailhead and other Salesforce.com training materials to develop assets such as videos, In-App Guidance, and user guides to enable end-users to learn the new system effortlessly. This drastically helped to improve user experience, reducing the learning curve for new users. After the system went live we supported the client for another 2 weeks answering the questions, and providing on-Demand help via Office-hours. After the users were comfortable running the system, Addax stepped aside for any heavy development support

The ROI Moment

Soon after the Salesforce.com went fully live, we realized that Addax once again delivered tremendous positive ROI for its client. The Client reported that they had seen significant improvements in their customer service and sales performance, such as: Overall decrease for sales efforts by providing better, real time information about incoming leads, leading to 25% increase in Open Sales Pipeline; Increase in conversion rate by 15% due to the improved segmentation, targeting, personalization, and tracking of marketing campaigns across multiple channels; Increase in customer satisfaction by 25% due to the reduced response time, resolution time, and error rate of service requests; Increase in revenue by 30% due to the enhanced visibility, insights, and decision-making capabilities provided by the customized dashboards and reports. The client praised Addax for their quality work and excellent service throughout the project. They said that would recommend us to others without hesitation

Addax has cut down on our time to accomplish work tremendously. No part of our organization was left unaffected by this implementation in a positive way. This collaboration uncovered a different perspective on our business processes. We are now constantly considering how to improve and automate them

TEAM

Yaroslav Shevchenko

Chief Executive Officer

Story By Brightr

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