Customer Satisfaction Surveys

Challenge
AMICAS support personnel had no visibility into customer satisfaction. Past attempts to roll out surveys failed because of low user adoption.

Solution
Clicktools surveys can be created right from within Salesforce cases. Results automatically appear in Salesforce. Managers have full visibility and control thanks to reports and dashboards.

Result
AMICAS has been able to refine how their support teams are aligned. Survey results indicated certain gaps in their processes which they were able to quickly address to achieve high customer satisfaction.

Quote & Product Configurator

Challenge
Sales quotes were a manual, time-intensive process prone to error.

Solution
The BigMachines quoting tool enables quote data to be autopopulated in the Salesforce opportunity record, which then appears in all forecasts and dashboards. It’s been a seamless experience that has streamlined sales.

Result
Sales reps are delivering more accurate forecasts and no longer wasting time creating quotes manually.

Employee Vacation Requests

Challenge
Unreported employee vacation was costing AMICAS hundreds of thousands of dollars in lost productivity annually, and was impossible to audit.

Solution
AMICAS customized the Salesforce Labs vacation requests application to create a workflow that matched company policy.

Result
The ability to submit and approve requests online and generate tasks automatically has contributed to the company’s efficiency and bottom line.

“We use the AppExchange out of necessity. Whenever we experience operational holes or bottlenecks, we can find some solution to fill that hole from the AppExchange, instead of trying to develop and manage hundreds of disparate systems and databases.”

-Executive Director of Operations & Systems, AMICAS

Project and Issue Management

Challenge
It was becoming impossible to manage the over 40 and rapidly growing simultaneous IT projects on Excel spreadsheets.

Solution
AMICAS customized the Salesforce Labs project and issue management application to track all IT system implementations scalably and effortlessly.

Result
Extreme efficiency. There has been a 2x increase in productivity from this automation.