Biotech Leader Achieves 100% Streamlined Service Experience and Skyrockets Operational Efficiency by 85% with Service Cloud

About the client

Our client is at the forefront of groundbreaking technologies that use products obtained from human amniotic and umbilical cord tissues. With a vast array of clinical applications, their structural tissue products are being diversified across various healthcare market segments. Their unwavering commitment to regenerative medicine techniques has paved the way for innovative breakthroughs.


Client challenges

The client faced a notable challenge managing two separate Salesforce Orgs, which led to concerns about potential disruptions in sales, service performance, and operational productivity. This situation underscored the need to merge the individual Salesforce entities into a cohesive unit.

The complexities associated with data redundancy and the imperative for seamless integration with their Marketing, ERP, Analytics, and CTI systems added layers of intricacy to this process. This emphasized the importance of a holistic solution to ensure a seamless transition and maintain the integrity of their operations.

Solution

PreludeSys was pivotal in the client’s Salesforce Org merger, followed by Service Cloud Optimization, which led to better business and health outcomes.

  • Optimization of Case Management and Omnichannel Experience: PreludeSys enabled the client to deliver accurate, faster resolutions with a unified Case Management system that provided relevant data and tools for omnichannel support. Automated distribution led to quick resolutions, streamlined workflows, and personalized responses, which increased customer satisfaction. The centralized platform enabled seamless tracking from contact to resolution, while Omni-Channel Routing directed tasks to the most suitable queues, agents, or Einstein Bots for faster case closure.
  • Centralization of Data and Improved Accessibility: We consolidated the Salesforce Service Cloud and merged customer datasets from pre-merger systems. This centralization improved data accessibility and enhanced customer support. The integration significantly bridged the gap between the two Salesforce Orgs with precision, minimizing disruptions and maximizing workflow coordination.
  • Streamlined Business Outcomes: Through meticulous alignment of accounts, process harmonization, and tailored accommodation of unique requirements, we orchestrated a transition to smoother business processes. This approach led to improved performance metrics and a more cohesive organizational structure post-merger, ensuring optimal client business outcomes.
  • Data Migration for Enhanced Database Management: PreludeSys executed a precise data migration strategy that eradicated redundancy within the client’s databases and enhanced database management practices. This streamlined approach reduced data duplication and resolved process duplication issues.
  • Optimization of Licensing and Operational Costs: We optimized licensing structures by strategically addressing redundant internal and external user licenses within the merged entities. The optimization efforts saved time and cost and improved the overall efficiency of the new, combined organizations. The increased transparency in sales fosters healthier connections and drives sales growth.
Results at a glance
100% streamlined service experience 0% data redundancy 85% improved operational efficiency
Benefits
  • PreludeSys transformed the client’s operations with centralized data through Salesforce Service Cloud consolidation for smooth workflow coordination. Our precise data migration strategies eliminated data redundancy, leading to optimized database management.
  • Additionally, aligning accounts and optimizing licensing structures improved business outcomes, resulting in a 100% streamlined service experience, an 85% increase in operational productivity, and a more cohesive organizational structure post-merger.
Technology

Service Cloud, Marketing Cloud, Jitterbit