Milliman Care Guidelines Drives 70 Percent Increase in Productivity with Salesforce

"The speed to information that is both unified and accurate has transformed the way we do business. Dashboards and automated features drive unprecedented levels of productivity, tangibly affecting our bottom line."


Challenge
  • Milliman Care Guidelines group, a provider of evidence-based clinical guidelines and a wholly owned subsidiary of Milliman, needed to consolidate customer information companywide and streamline processes
  • Disparate ACT! and Microsoft Access databases resulted in data duplication and erroneous information; lack of visibility made it impossible for management to track or fix these issues
  • With no way to monitor expired guideline licenses, the company was losing revenue
  • Milliman required a powerful, on-demand CRM solution to unite sales, marketing, and support, while scaling to the company’s rapid growth

Solution
  • A Gartner Group report that endorses Salesforce for its best-in-class functionality and CRM depth and breadth convinced Milliman to adopt Salesforce as its solution of choice
  • With the help of implementation partner Acetta, the company deployed Salesforce, with migration of ACT! data and IBM Lotus Notes integration, in 45 days
  • Dashboards enable license expiration monitoring, open cases management, and invoice and training events tracking—all with real-time reporting
  • Milliman executes bimonthly HTML email campaigns from within Salesforce
  • Custom applications such as Invoices, User Group Forums, and Release Management automate what were once manual operations
  • Technical support issues are resolved and tracked via website submissions and direct email communication
  • From the AppExchange directory, the company installed and deployed Pollzter, a customer survey application

Results
  • 100 percent visibility of consolidated account information drives a 70 percent boost in productivity, validated by accelerated invoicing
  • Dashboards alert account reps of license expirations, preventing loss of business
  • Automated functionality eliminates the need to hire two client services full-time equivalents
  • Auto-response email capabilities and Web-to- Lead feature enhance marketing and sales efforts
 
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