Medical Devices Company – Salesforce

Challenges

Salesforce Sales Cloud

• Lack of visibility into the sales pipeline and performance tracking.
• Difficulty in tracking and managing leads and opportunities.
• Inability to access real-time data on inventory, pricing, and customer orders.
• Inefficient sales processes, resulting in longer sales cycles and lower revenue.

Salesforce Service Cloud

• High volume of customer inquiries and complaints.
• Inefficient processes for managing and resolving customer issues.
• Inability to handle customer calls efficiently.
• Lack of a self-service portal for customers to raise support tickets and track the status of their inquiries.

Salesforce Marketing Cloud

• Difficulty in targeting the right audience with relevant messaging.
• Lack of visibility into the effectiveness of marketing campaigns.
• Inefficient processes for lead management and scoring.
• Inability to measure ROI accurately.

Solution

• Before beginning with customizing the Sales Cloud, the team worked closely with the company to understand their specific needs.
• Custom fields, workflows, and reports were set up to help the client better manage leads and opportunities in Sales Cloud.
• The team also set up an automated email notifications system to alert the sales team of new leads.
• With the integration of Sales Cloud with the company’s ERP system, the sales team was able to access real-time data on inventory, pricing, and customer orders, helping them make better decisions and provide accurate quotes to customers.
• A customized Sales Cloud integration also helped the company streamline its sales process, resulting in a shorter sales cycle and higher revenue.
• Our team at TIS implemented the Service Cloud platform for the company.
• The implementation was done to ensure that customer inquiries and complaints were handled more efficiently.
• A customized Service Cloud platform was set up to include a self-service portal for customers to raise support tickets and track the status of their inquiries.
• The self-service portal reduced the load on the customer service team by enabling the customers to find answers to their queries by themselves.
• The team also integrated the Service Cloud with the company’s phone system, enabling the customer service team to handle calls more efficiently.
• The integration allowed automatic call logging, call routing, and caller identification, making it easier for the customer service team to handle calls and resolve issues quickly.
• This customization and integration helped the company improve their customer service and satisfaction levels.
• The TIS team implemented the Marketing Cloud platform for the company.
• The implementation was done to help the company target the right audience and measure the effects of the campaigns.
• The team customized the Marketing Cloud platform to include features like email automation, lead scoring, and campaign tracking.
• Email automation helped the company send personalized emails to customers at large scales, while the lead scoring allowed them to prioritize the leads based on their likelihood to convert.
• Campaign tracking helped the company to measure the effectiveness of the campaigns and make data-driven decisions to improve their marketing strategies.
• Integration of Marketing Cloud with Sales Cloud allowed the sales team to access customer insights and engage with them more effectively.
• The integration also allowed the sales team to see their customer’s engagement history with the company, enabling them to personalize their sales approach and close deals more efficiently.
• The Marketing Cloud’s implementation and integration with Sales Cloud helped the company improve their marketing and sales alignment, which lead to an increased revenue and customer acquisition.