HealthNetConnections are a growing software company offering IT integration and support for Maternity units in hospitals and clinics throughout the UK. HNC are also GE Healthcare partners, distributing their leading maternity and ultrasound solutions in the UK.
The challenge
HNC were using SharePoint for holding client’s system data and for logging support calls. They were also using Microsoft CRM for holding customer contact details. This disjointed approach meant that the Sales team had no idea what the Support team were doing and vice versa. There were no outgoing marketing campaigns and no visible, traceable CRM activity.
As a growing support and services company, this needed bringing together and management required something that would give them a good overview, not just the sales pipeline but all client interactions and staff performance.
The solution
Xenogenix first took the time to map all of HNC’s processes from first prospect contact through to software implementation. Also the separate process of logging support calls to a Service Level Agreement for existing customers.
We recommended a standard Salesforce.com professional installation, with a couple of extra modules. This Salesforce.com platform was then customised to suit HNC’s workflow and key processes.
Bespoke solutions were implemented for sales quotations and for the support team working to SLA’s. All information from their current systems was imported easily. The MS Outlook connector was installed for transparent linking and syncing between outlook email and calendars and Salesforce.
The result
All customer contact is now visible within Salesforce.com. Management now have complete control and visibility of not only the sales activity and pipeline but also the performance of the support staff.
The entire product portfolio and pricing is available within the system to generate quotes and keep sales figures correct.
Customised dashboards provide quick performance indicators for the Support staff and the system flags cases so they can easily see when a call is about to breach SLA.
Marketing campaigns have been implemented and newsletters are sent out monthly and the system tracks who opened and acted upon the bulletins.
Xenogenix provide ongoing system optimisation and support.
Client Testimonial:
“Mark and Mike went above and beyond to get our Salesforce system up and running very quickly. Training was tailored specifically to us and they had good background knowledge of our customers too.
Everyone at HNC is now a customer expert!.”
Marketing Manager, HealthNetConnections