Multi-Cloud Salesforce Solutions Drive Customer 360

Global Medical Device Manufacturer Invests in Multi-Cloud Transformation

Simplus worked with the client to streamline their CRM and sales processes, ultimately optimzing the overall customer experience.

CLIENT NAME

Global Medical Device Manufacturer

INDUSTRY

Manufacturing

PROJECT LENGTH

Over 2 Years

TEAM SIZE

TECHNOLOGIES

The client is focused on pioneering breakthroughs in healthcare for everyone, everywhere. They are at the forefront of their industry, with nearly ¾ of all critical clinical decisions being influenced by their solutions. They work with 90% of leading hospitals.

Why Now

Prior to coming onboard, the the client sold service and equipment contracts out of two completely different systems, inhibiting a true customer 360 view across the organization. They recognized the challenges this presented and reached out to optimize their CRM and sales processes.

Project Boundaries

>$1,000,000

The Project

Simplus created a roadmap for the client for a multi-cloud solution that would streamline their front-to-back office processes. With the renewed focus on transformation the client will recognize benefits from Sales Cloud, Revenue Cloud, Service Cloud (FSL & CTI), Experience Cloud, Commerce Cloud, and more.

This means opportunity management in one central place, a data driven environment providing insight into sales and growth, access to a new revenue-building quote process that allows for promotions discounts and purchase agreements to be automated for pricing purposes, as well as quote documents, dynamically generated to support multiple languages. Equipment and Service Contracts will be housed and managed in one central location across business units, the case intake process will be streamlined, Field Service for Service Orders manages appointments (ie dispatch, scheduling) and other activities (ie work orders) with mobile capabilities, and CTI will enable answering calls and querying customer information in one system - Salesforce + Service Cloud + Service Cloud Voice. Finally, customers will have more visibility and self-service options. They can view service contract information and invoices, upcoming scheduled maintenance, schedule new maintenance, and even order spare parts.

The Moment of Trust

People often ask how we are doing so well on the project. Everything has not been gravy, and we’re just good to go because of that. We’ve had the changes, but we’ve been able to maintain a positive attitude and adapt. We’re not the yes people. We say yes and however. We educate, it is a true partnership. We meet in the middle, they understand we are guiding them in the right direction. It didn’t happen overnight. It's open and constant communication that has gotten us where we are. We are proactive, not reactive. We try to get ahead of the curve. Even if the smallest thing raises a flag, we say let us know and we’ll handle it. We get on top of everything.

The Eureka Moment

When we heard about the challenges the client was having our team mobilized quickly and showcased our deep domain expertise on the Salesforce platform and Quote-to-Cash. After a few calls the Simplus team put together a compelling proposal to demonstrate a strong understanding of the project goals and aggressive timeline. At first, the client was hesitant of the overall scope, but after further discussions the client recognized the need for a multi-cloud transformation to optimize their customer experience.

TEAM