Medical Travel Company – Salesforce

Salesforce Sales Cloud

• The company faced difficulties in managing the leads and inquiries from different sources, that resulted in a lack of follow-up and potential loss of business.
• The company wasn’t equipped with a unified platform to manage customer data and track sales performances of different channels.
• There was a pressing need to automate the sales process to reduce the manual errors and increase efficiency.
• The existing system also lacked visibility into the sales pipeline, making it difficult to forecast revenue and plan resources.

Salesforce Service Cloud

• The company faced challenges in providing timely and efficient customer service to patients and their families.
• The company received a high volume of customer inquiries across different channels, including email, phone, and social media.
• There was a need to provide a personalized experience to customers and to be able to track customer satisfaction metrics.

• TIS implemented Salesforce Sales Cloud to provide a centralized platform to the company for managing customer data, leads, and sales processes.
• The customized lead management processes were designed to ensure all due follow-ups and increased conversion rates.
• Automated workflows and lead assignment rules were also set up to improve sales efficiency and reduce the risk of manual errors.
• Sales forecasting and pipeline visibility were improved by implementing custom reports and dashboards for the client.
• TIS team also implemented Salesforce Service Cloud to streamline all customer service operations and improve response times.
• The customized case management processes were designed in a way that prioritizes and route customer inquiries to the right team members.
• The automation of case escalation and notification processes also reduced manual errors and improved response times.
• The company can also track customer satisfaction metrics using custom surveys and dashboards, which provide insights into customer sentiment and areas for improvement.

• With the implementation of Salesforce Sales Cloud, the company achieved a 360-degree view of customers, resulting in a better understanding of their needs and preferences.
• With the help of Salesforce Service Cloud, the company improved response times and reduced resolution times, resulting in overall improvement in customer satisfaction scores.
• Improved pipeline visibility and forecasting accuracy helped the company to plan their resources and prioritize opportunities effectively.
• Customized dashboards and reports provided real-time insights into sales performance, which enabled the sales team to make a data-driven decisions.
• Real-time insights also enables the company to tap into customer satisfaction metrics than can help the company to identify areas for improvement and implement corrective actions.