June 26, 2013
Challenge
HealthTech’s sister companies HMS and MEDHOST had a disjointed infrastructure. They were utilizing different systems, had undefined processes, and had insufficient visibility into customer data and medical histories. Hospitals and healthcare facilities weren’t receiving a consistent experience across the two companies and had to deal with them as two separate entities.
Solution
HealthTech needed a tool to manage the customer lifecycle from top to bottom—allowing the company to stratify data, see trends, and become proactive about customer requests, rather than just reactive. Redmon and his team decided that Salesforce Service Cloud® was the best choice to unite HMS and MEDHOST’s data, and Bluewolf was brought in to customize the platform to support the complex business structure of the two companies.
Results
Salesforce has really become an enterprise tool more than a planning tool for HealthTech. The platform
has connected HMS and MEDHOST to operate as one. Employees are enabled to do their jobs easier and faster, and management now has visibility into their performance.
