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A Global Medical Device Manufacturing Company

Salesforce CRM Requirements Discovery project for a global Medical Device Manufacturing company that specializes in Neuromodulation, Vagal Nerve Stimulation (VNS), Neuroscience, and Bioelectronic Medicine.

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The Customer

The customer is a global Medical Device Manufacturing company, that specializes in Neuromodulation, Vagal Nerve Stimulation (VNS), Neuroscience, and Bioelectronic Medicine.

In 2005, they were founded on a unified belief that neuromodulation could be used in novel ways to help patients break free from treatments they aren’t happy with. Because different modalities of neuromodulation had previously proven to be effective and safe, they recognized an opportunity to be the leader in this new frontier of medicine and took It head-on.

Their mission is simple—help patients across the globe who suffer from pain and chronic conditions. They are doing this by harnessing the power of nVNS, innovation, and technology to develop safe and clinically backed treatments.

Business Consulting

Medical Equipment Manufacturing

Industry

500+

50+

Company Size

$100+ Million

$100+ Million

Est. Revenue

Salesforce Org/ Pardot Merger & Consolidation

Salesforce CRM Enhancement

Solution

The Challenge

The client was looking to enhance their existing Salesforce CRM – Sales Cloud implementation for its sales cycle tracking, service delivery, while being HIPAA compliant to facilitate the CRM needs of their operations. They were looking for a solution that will help them to consolidate their current system to a more robust solution supporting planned and future business growth.

Their goal was to reduce the number of disparate and manual systems in place to control and monitor the overall operations of the sales cycle and leverage Omni channel communications that put customers in control of their care journey.

To achieve the above goals, the customer faced a few roadblocks such as:
  • Challenges in developing clear and dependable insights into their customer-centric operations.
  • Low engagement from customer relationship programs/events.
  • Issues with monitoring and managing reports as well as inaccurate sales cycle tracking.
  • Missing critical fields for the leads which were important to the business.
  • Lead capturing issues from different platforms and adding leads manually to the CRM.
  • Not keeping the patient leads in Salesforce because of lack of clarity on the applicable HIPAA compliance protocols.
  • Lack of urgency/ prioritization for delayed escalation cases.

The Solution

Folio3 Salesforce consultants were hired to conduct a detailed Requirements Discovery for the customer with the vision of addressing the aforementioned challenges. With over 15 years of industry experience, our certified Salesforce CRM experts started the project with a thorough analysis of the client’s current business processes and got a deeper understanding of how current systems are working to eventually provide a solution design utilizing Salesforce’s best in class security and compliance features.

This project helped the client to have an actionable plan for enhancing their existing CRM system (Salesforce) to support their CRM and Customer Service business operations.

The proposed solution would helped them consolidate their current systems to a more robust solution supporting their planned and future business growth.

The Result

The outcome of requirements Discovery project was a consolidated list of improvements in the customer’s CRM usage in the area of Sales Cloud, Sales Flow, Leads Flow, Service Cloud, HIPAA Compliance, integration with ActiveCampaign for Marketing Automation, implementing complete order to cash process by integrating Salesforce with Oracle NetSuite ERP. Below were some key takeaways for potential benefits of implementing these recommended improvements:
  • Accurately tracking opportunities and managing the sales funnel effectively.
  • Gathering of relevant information around leads with the help of custom fields.
  • Improving efficiency of sales team by targeting and closing high-probability leads.
  • Dashboards deliver key insights to stakeholders throughout the organization.
  • Synchronized data, providing self-service options, and creating actionable insights.
  • Better tracking of the customer journey, unified data across connected systems to easily organize,optimize, and automate processes.
  • The Customer Service team would be able to handle and close cases with more diligence.
  • Securing sensitive patient information from unauthorized acess as per HIPAA Compliance guidelines.
  • Better response time towards leads from the sales team.
  • Fast and frictionless collaboration between the internal teams and departments.

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Our experience with Folio3 has been beyond expectations. Folio3 has completed multiple Salesforce development projects as well as provided suggestions for enhancements for our CRM. The workshops were planned with my team and discussed in detail. Folio3 brings the expertise needed for our organization.

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No.of Employees
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Client
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Industry
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No.of Employees
50 - 100+
Est. Revenue
$100+Million
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Global Health

The customer is a Global Medical Device Manufacturing company specializing in Neuromodulation, Vagal Nerve Stimulation (VNS), Neuroscience, and Bioelectronic Medicine.

Our client is an independent wealth management firm located in Silicon Valley. They help their customers navigate the financial and personal challenges that come with change and complexity and also ask them big questions about what they want from their lives.

With a mission to help patients across the globe who suffer from pain and chronic conditions, they fulfill this goal by harnessing the power of nVNS, innovation, and technology to develop safe and clinically backed treatments.

  • Streamlining workflows
  • Data Migration
  • Improvement in managing clients’ records
  • A self-service portal
  • Einstein Opportunity Insights
  • Dashboards and Reporting
  • Deliver personalized advice across channels
Healthcare
Device Manufacturing Company
Industry
Healthcare
No.of Employees
50 - 100+
Est. Revenue
$100+Million
Location
Basking Ridge, NJ USA