HealthStream Extends Success by Customizing Salesforce and Leveraging the AppExchange

"Once our CFO found out we could integrate Great Plains with Salesforce, we stopped waiting on Microsoft CRM. Since then we’ve swallowed up other systems using Salesforce– we do more in the system than between systems, in fact, by building lots of custom objects to integrate processes we need.”


Challenge
  • HealthStream--a leading provider of research and learning solutions for the healthcare industry—was struggling with an inadequate stand-alone CRM system
  • Although a Microsoft shop, the company did not want to endure the wait for Microsoft CRM to replace its existing CRM system
  • As a Web-based company, HealthStream wanted a hosted solution that would eliminate ongoing maintenance and expensive customization

Solution
  • HealthStream swapped out its stand-alone CRM system and successfully deployed Salesforce Enterprise Edition to 100 users in three months
  • To add even greater functionality to Salesforce, the company installed the following apps—many of them free—from the AppExchange marketplace:

  • -Salesforce for Google AdWords allows HealthStream to manage its Google ads directly from Salesforce

    -Attachment Manager helps the company easily track attachments and storage use

    -Adoption Dashboards enable executives to track usage and adoption

    -Case History Timeline makes it possible for users to create a timeline showing all stages of a case

    -Multistep Marketing helps HealthStream plan, create, execute, and evaluate its marketing schedules

  • The company easily customized Salesforce to take advantage of reporting and dashboard capabilities
  • Salesforce Marketing is used for email campaigns and to track Web site leads
  • Salesforce Call Center allows HealthStream’s inbound call center, or Customer Care group, to automate support functions like case and solution management

Results
  • Users throughout the company, including executives, have fully adopted Salesforce and have fully adopted it for what the previous system was intended to do
  • Dashboards and reports provide HealthStream users with improved insight into customer leads
  • Salesforce functionality can be easily customized to meet the company’s evolving business needs
  • HealthStream plans to consolidate recent acquisitions on the common Salesforce platform
 
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