case studies

Healthcare and Retail: Salesforce Partner Portal Case

Client

CLIENT based in New Zealand is a health care brand which produces dental braces.

Industry

Retail

Challenges

A healthcare and retail client needed to coordinate doctors, patients and braces manufacturers through Salesforce. Routine Automation configured Experience Cloud collaboration, request notifications and customer-support routing.

Solutions

To improve the customer’s Digital Engagement through different channels, ​integration between Salesforce and various social media such as Facebook, WhatsUp, Wechat, and others has been configured.​

When a patient decides to order medical equipment Partner Community sends a request to Manufacture Community, then a new request for braces will be created and a doctor will receive notifications when it’s ready.​

The issue was about routing cases to the right agents, Omni-channel solution has been configured to deal with it. Usage of customer support multiple channels allows us to interact with customers and find the best solutions to solve issues easily and fast. ​

Results

  • Minimized costs and quantity of tools to improve customer support

  • Sales process efficiency and predictability increase with digital engagement and omnichannel implementation

  • Improved business engagement model with Customer tracking producing stages

  • Connected collaboration: The portal supported interactions among participants in the sales and fulfillment process.

🛠 Tools & Technologies

Salesforce Experience Cloud

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