Bug Tracking

Challenge
eRx was using a home-grown system to monitor internal bugs.  The system was difficult to update and because it was not customer facing, it rarely made the priority list to be upgraded.

Solution
With the consolidated view provided by Bug Tracking and Quality Assurance for AppExchange, software makers can easily see which products have recurring problems, which get the most feature requests, and how the development and quality assurance teams are handling each bug or request filed.


Result
Management at eRx now has better metrics around its bug tracking processes and can determine which methods are working best.  Also, they can easily customize the application within a matter of clicks to reflect changes in their business.

Configuration Management

Challenge
eRx wanted an easy way to move configurations from its development org to its production org.  Prior to using Snapshot by DreamFactory, the admin team made changes manually.

Solution
SnapShot by Dreamfactory enables Salesforce administrators to track and manage critical changes to all field, object, schema, and meta-data changes inside Salesforce.

Result
eRx has experienced significant time savings and can now easily make updates. 

Contract Management & Mail Merge

Challenge
With several different products, eRx had a highly complex contract process.  It was also impossible to keep track of multiple versions of documents.

Solution
Conga Mail Merge by AppExtremes allows companies to automate content-rich document and spreadsheet production, and streamline routine mail merges.

Result
The inside sales team at eRx can now easily generate contracts using information from multiple objects within Salesforce. The director of IT also plans to roll the tool out to other teams like enrollment  and field sales. 

“I've found countless ways to adapt Salesforce to our business model using AppExchange apps."

Director of IT
eRx

Service & Support Dashboards

Challenge
The lead manager for eRx service and support sought a tool to increase visibility across all support cases.

Solution
Saleforce Service & Support Dashboards provide at-a-glance views of import Customer, Rep/Agent, and KPI metrics.  Also, this out-of-the-box solution provides an executive dashboard for quick access to critical real-time and historical operational data.

Result
The lead manager can now view how resources are tracking against goals for his team of 50 reps.  Also, he can identify early on if service requests are spiking for a particular product.