Fixing A Bad Consulting Experience - And Incurring Serious Savings As A Result

Healthcare Technology Company

What they gained

Have you been burned by a rough consulting experience that wasted time and budget?

This client had, losing nine months on a previous project - which held them back from building their best-in-class customer service to the next level.

But now, they have a unified view of the customer, significantly-higher adoption of Salesforce, and continue building towards ideal states for Customer Success and Sales to seamlessly collaborate.

“This is the first consultant I’ve trusted implicitly - because they’ve earned it time and again. They tell it to me straight, not in consultant-speak.”
– Director of Support & Digital Transformation

How Did They Gain It?

As they grew and evolved, the client’s teams found themselves siloed across multiple platforms and technologies. While teams provided great support on their own, these experiences could be siloed - leading to potential inconsistencies for customers.

Service providers and government health centers, their target market, need fast and accurate sales and support, so they decided to switch as much as possible into Salesforce and build exactly what the market demanded.

“We were trying to get everything we could into our CRM!” said one project stakeholder.

After all, this DoubleTrack customer focuses on providing solutions that allow for customers to focus more on patient-centered outcomes.

By getting the right team and digging into Service Cloud and Experience Cloud, they continue to match that commitment with its level of service, and has so far:

Consolidated three major systems into one
Automated data capture for more complete customer records to support better Support experiences
Created easier staff training with less systems to use
Enabled live support chat with proper routing + a custom community with 3,000+ support articles

But most importantly, they’ve built the right foundation to continue expanding how Salesforce impacts their business.

In the coming months, they also:

Upgrading self-service portals
Integrating pre-to-post sale systems even more, such as Billing to Service Cloud
Support easier cross-sell opportunities by identifying which customers are both happy and likely to purchase

The Key: Upfront Honesty

Needing faster time-to-value on their Salesforce investments, the customer was full of questions for everyone they considered.

They were able to ask anything they wanted and put senior-level resources to the test before scoping any projects, and discovered how comfortable they felt.

“I really liked how DoubleTrack's leaders were answering some of our questions and they made a joke - I forget about what - but it made us realize they enjoyed helping customers like us,” they said.

“The trust is so much different than previous experiences we’ve had.”

Just like they serve their customers, this company continues to invest in supporting their teams to provide the support, responsiveness, and accuracy their customers expect. And thanks for their efforts so far, it’s already borne fruit - with more to come.