AMICAS Adds Salesforce for Service and Support and the AppExchange for Complete CRM Solution; Reduces Average Time to Close Cases by 60 Percent

“With Salesforce Builder, we easily created extensions that helped us tailor Salesforce to our exact needs. Plus, the AppExchange fills operational holes with solutions that resonate across our entire organization—addressing everything from product management and pricing to recruiting and surveys.”


Challenge
  • AMICAS, a leader in radiology and medical image and information management solutions, had outgrown its homegrown call management system
  • Beyond the benefits of automated sales and support functions, the company wanted a common CRM platform that could address operational needs and unify processes companywide
  • As a company that includes its own set of client-centered professional and consulting services in its line of offerings, AMICAS sets high standards for service and support and sought a solution that met those standards
  • The small but growing company also wanted a cost-effective, easily scalable solution that required minimal IT resources for customization and maintenance

Solution
  • Already successfully using Salesforce SFA since 2000, AMICAS selected Salesforce for its customer-facing technical-support call center, which would tie together sales and support processes
  • The company installed the following apps from the AppExchange marketplace to address myriad issues companywide:

- ClickTools allows AMICAS create custom surveys out of which they have realigned their case management processes for improved customer service

- Project Management tracks system IT implementation projects with clear dashboards that keep 40 different projects organized

- BigMachines enables users to build quotes in Salesforce, which are then automatically populated for dashboard viewing

- Recruiting Manager automates the recruiting process so recruiters can spend 100% of their time finding good people

- Vacation Requests centralizes the request and approval process for paid time off

  • Users involved in the design phase of the project swiftly and enthusiastically adopted the new system after a three-month implementation and cutover period
  • AMICAS used Salesforce Builder to customize the system to capture detailed information about customer configurations and connectivity, helping the support organization to service products remotely
  • Account managers use a custom object to capture detailed profiles of how customers use AMICAS products; the information is used to determine product strategy, market segmentation, and other strategic needs
  • Additional customizations include custom objects for tracking premier accounts, detailed product information, and a custom tab for accessing the bug tracking system from within Salesforce

Results
  • Real-time reporting dashboards help executives monitor the business, providing instant access to key operational metrics
  • With Salesforce, the average number of days to close high-priority cases decreased 80 percent; time to close regular cases decreased 60 percent
  • AppExchange solutions drive streamlined processes that yield far reaching benefits companywide
  • After a subsequent merger with another company in 2005, AMICAS’ success with Salesforce led to adoption by the combined organization
 
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