USE CASES

24

USE CASE: CENTRALIZATION OF HEALTHCARE RECORDS

Problem

Our client is a healthcare provider on the East Coast that needed help in consolidating all their information, right from records of individual patients to the availability and engagement of each doctor associated with them. In addition, they wanted quick availability of relevant information, as well as a centralized repository of all information.

Solution

To solve this problem, we suggested the creation of a customized tool under the Salesforce platform. This would help ensure that all information was stored centrally, each player in the system would get relevant information in seconds, there would be multiple levels of access based on the record-seeker’s position, and patients would have all records and even prescriptions stored electronically. We also suggested that the tool collaborate with the companies providing health insurance to the patients. This way, the insurance providers would be notified in case the patient was using our clients’ services, and the whole experience would be hassle-free for the patients and the insurance companies. Based on our plan development, we built the customized tool under the Salesforce platform and went ahead with implementation, training, testing, and optimization of the system. The adjusted and optimized tool was successfully handed over to our clients, who have been using it successfully.

Outcome

The major benefits of this project were:

–   Centralized repository of patient, facility, and doctor records
–   Rapid availability of relevant information
–   Easy dissemination of best practices and relevant lessons
–   Multiple levels of access based on position and requirement
–   Easily available reference to similar past medical cases
–   Online record of all patient medical history and prescriptions
–   Direct link with health insurance providers
–   Hassle-free experience for patients, doctors, health insurance providers, and facility personnel
32

USE CASE: USE OF SALES AND MARKETING CLOUDS TO IMPROVE SOLUTION FOCUS AND INTRA-COMPANY COMMUNICATION 

Problem

Our client is an insurance company in the East Coast that was facing difficulty in converting potential leads to final sales. They were spending a high amount of manpower but the output per sales representative was below industry average.

Solution

Our team analyzed the overall system independently as well as along with the clients to get a total understanding of the situation. We decided that use of Sales Cloud and Marketing Cloud would be a good way to help our clients. We developed a step-by-step implementation plan and went ahead with its execution. We felt that the sales representatives needed to understand the customers more as well as interact internally with the experts to proactively provide the right solutions to the customers. The use of Sales Cloud helped the representatives anticipate what the customers needed and get the required help from the technical experts of the company. In addition, the Marketing Cloud helped personalize the plans and products and put the spotlight on the customer. There was a marked increase in email conversations as well as revenue. Our clients were also able to use the Marketing Cloud’s testing capabilities and use analytics on real-time data to figure out which ideas would be more successful. This was used to launch extremely effective campaigns.

Outcome

The primary outcome of using Sales and Marketing Clouds was increase in overall business. Some of the benefits of the client were:

–   Proactive anticipation of customer needs
–   Interaction between sales representatives and subject-matter-experts within the company
–   190% Increase in email revenue
–   89% Increase in email conversations
–   Launch of successful campaigns using pre-launch testing and real-time analytics

The use of Sales and Marketing Cloud was a huge success for our clients.
2

USE CASE: IMPROVING TEST COVERAGE OF A NEW SALESFORCE MODULE IMPLEMENTATION AT MINIMAL COST AND QUICK TURN AROUND TIME

Problem

Our client is healthcare provider on the East Coast that was implementing a CPQ module and needed help deciding the complete test automation of this process. With pressure to reduce cost of care, this implementation had to be done without any defects or failures within limited time.

Solution

With constraints on budget and implementation time, we evaluated a bunch of tools including Selenium, Katalon, Provar, Tosca, and Worksoft Certify. Based on our evaluation, we decided that Katalon would meet the needs in this case. With minimal coding required, Katalon helped us create a stable testing automation for this implementation. After collecting various scenarios from the users and business analysts, our team used a pairwise testing methodology to create test cases which covered most of the scenarios. Test automation of these test cases were completed using Katalon which also helped in creation of the regression test suite for the whole process. We documented the entire process for the client and trained QA’s to execute the test process and make future changes as required.

Outcome

The major benefits of this project were:

–  0% slippage in meeting the testing and overall lifecycle of project.
–  100% saving on budget for buying a new tool.
–  Easy implementation of the scripts due to minimal coding and retraining of resources.
–  Increased Client confidence on the new SFDC module implementation
37

USE CASE: USING SOCIAL MEDIA TO IMPROVE PRODUCTS

Problem

Our client is a manufacturer of electronic products that wanted better customer service capability. They were looking for a solution that would reduce the call volume for their customer service representatives.

Solution

Based on our study of our clients’ systems, we felt that implementation of the Salesforce Marketing Cloud would be the best option to solve the problem. Direct and efficient online customer service options would reduce call-volume,which would reduce customer wait-time and thereby improve the customer experience. In addition, with the Marketing Cloud Social Studio, our clients could directly get insights into customer needs from their end-users’ social media interactions in platforms such as Facebook and Twitter. By analyzing the social media posts, our clients were able to gather feedback and improve their products. In addition, they could always match the posts with the users for proactive follow-up leading to a better customer experience. Finally,based on social media interaction, our clients were able to gather market sentiment and their perception in the minds of their customers in comparison with their competitors’ perceptions.

Outcome

The use of customer service through social media made the whole customer service process much smoother.Some of the benefits of the change were:

–  49% Reduction in call volumes
–  Easy-to-use online customer service platform
–  Proactive problem detection using end-user social media posts
–  Insights into customer needs through social media observation
–  Insight into competition through social media observation
33

USE CASE: MOBILE PHONE APP TO HELP SALES REPRESENTATIVES

Problem

Our client is a detergent manufacturer that uses sales representatives to market across convenience, grocery, and retail chains across the United States. They wanted a solution that would be accepted by the sales representatives and help them improve their sales figures.

Solution

In order to find a solution, we observed the entire sales process by spending two days with few sales representatives. Based on our observation, we suggested a Salesforce platform based Mobile Application with easy-to-use front-end capabilities that would help the representatives keep track of all their plans and have readily available sales tools such as videos, real-time store analytics, and product properties that could be instantly shared with the retail partners. The application would also provide promotional suggestions customized to the performance and sales characteristic of each retail partner. In addition, the application would allow representatives to quickly interact with subject-matter experts in the company, and would also let Sales Managers have access to the performance of individual sales representatives using the application. This, along with excellent route analytics, would make the lives of the sales representatives easier.We developed the application and went ahead with the implementation,training, testing, and feedback stages. Based on the insights gathered,we optimized the tool, tested it on more live experiences, and handed it over to our clients for company-wide deployment.

Outcome

The mobile application provided several benefits for our client. Some of the benefits are:

–   Increase of sales by 39%
–   Access to planning tools with KPI’s that can be accessed by sales representatives and their managers
–   Real-time analytics that can be shared with retail partners
–   Access to videos, sales material, and customized store-level analytics providing previously unforeseen insights
–   Easy interaction with subject-matter experts in the company
–   Promotional suggestions customized to each retail partner
–   Optimized route analytics