case studies

Reduce the load on your customer support team with Experience Cloud customization

Client

Our client is a global healthcare technology company from the US, providing healthcare quality services and offering medical equipment for both endocrinologists and diabetes patients.

Industry

Healthcare

Challenges

The client asked to develop custom functionality for the automation company’s business needs, and provide a portal where you can purchase a set of products, communicate with consultants and get access to the schedule of nurses and medical specialists. Based on the customer’s business requirements, we suggested implementing Experience Cloud with custom functionality.

Solutions

The Routine Automation team has built and implemented Experience Cloud – a portal to provide effective communication with patients, medical specialists and customers who purchased insulin.
Knowledge Base a self-service feature has been configured. Patients can easily and fast find answers to their questions. Also, we’ve provided the articles’ migration.
Configuration of Salesforce Scheduler – tools to facilitate the appointment planning process in Salesforce – through the HCP portal where prospects can choose a nurse, a doctor or other medical specialists from other medical centers partnering with our customer.
Live Chat has been implemented to improve omnichannel support services. We’ve made several support lines. The customer support manager uses one depending on the criticality of requests and the status of the client. Additionally, the team has developed Facebook messenger & WhatsApp integration.
Our experts have implemented Web-to-case & Email-to-case to accelerate request processing. The first option allows patients to send support requests on the website via the form. Requests automatically convert into cases. The second option allows a case to be automatically created when a patient sends an email to customer support.
Integration with a legacy system where the HRP data is fully stored has been delivered based on the customer’s business requirements. In Salesforce, only the necessary part of data is synchronized.

Results

Customer support department efficiency improvement
The customer has increased the workload of the customer support team and reallocated resources to higher priority goals and objectives.
Customer experience enhancement
Now patients and customers have more possibilities to resolve their problems in a fast way through the right communication channel.

🛠 Tools & Technologies

Our client is a global healthcare technology company from the US, providing healthcare quality services and offering medical equipment for both endocrinologists and diabetes patients.

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Table of contents

Challenges
Solutions
Results
🛠 Tools & Technologies

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