case studies

Salesforce partner & manufacture community implementation for the retail and healthcare company

Client

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

Industry

Challenges

🚀 The client was using Salesforce and asked for a solution to collaborate with doctors, patients and braces manufacturers, providing automation and customizations. Also, the customer desired to store data in AWS Cloud on Amazon. According to the customer’s business requirements, we offered Experience Cloud site development and implementations inside Salesforce.

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. ​

Solutions

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

🚀 Revenue growth as customers could directly connect resellers, distributors and partners   

Tools & Technologies

Salesforce Experience Cloud